At a Glance
- Tasks: Provide Level 2 remote support and troubleshoot various operating systems and networks.
- Company: Join a dynamic IT team focused on innovative solutions.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Fluent in English and French; experience across multiple countries is a plus.
- Why this job: Make a real difference by resolving tech issues and supporting users globally.
- Qualifications: 5+ years in IT support with strong skills in Windows OS and networking.
The predicted salary is between 54000 - 66000 $ per year.
Career Opportunities: Senior Administrator - Miscrosoft Windows, Microsoft Servers RDS, Touch Services (185644)
Requisition ID185644-Posted10/29/2026
Provide Level 2 remote support to end users.
Resolve escalations from the Service Desk across operating systems, networks, applications and endpoint management, in the user's language.
Meet SLAs and keep unresolved complaints to a minimum.
Key Responsibilities responsibilities
- Resolve Level 2 incidents and service requests escalated from the Service Desk, within SLA.
- Troubleshoot Windows 10/11, mac OS, i OS and Android devices remotely.
- Diagnose network and connectivity issues: LAN/WAN, Wi-Fi, VPN, DNS/DHCP, TCP/IP and proxy/firewall-related access.
- Manage endpoints and identities: Intune, Entra ID/Azure AD, Active Directory, Group Policy, Okta/SSO, MFA and access provisioning.
- Support Microsoft 365 (Outlook/Exchange, Teams, One Drive, Share Point) and business applications, including installs and packaging requests.
- Escalate to Field Services, Network or Engineering teams with full diagnostics, and follow tickets through to closure.
- Document fixes and maintain knowledge-base articles, including in local languages, to raise first-contact resolution.
- Communicate clearly with users in English, French, Spanish or Portuguese as the region requires, keeping them updated on progress and agreed follow-ups.
- Skill Requirements
- 5+ years in IT support, with at least 3 years at Level 2.
- Strong Windows OS, Microsoft 365 and Active Directory/Entra ID skills.
- Solid networking fundamentals: TCP/IP, DNS, DHCP, VPN, LAN/WAN and wireless.
- Experience with ITSM tools (Service Now preferred) and remote support tools (for example Log Me In, Team Viewer, Nexthink).
- Working knowledge of ITIL incident, request and problem management.
- Fluent written and spoken language skills as listed for the location.
- Preferred
- Certifications such as Comp TIA A+/Network+, Microsoft MD-102 or AZ-900, ITIL 4 Foundation, CCNA.
- Experience with mac OS management, VMware/Citrix virtual desktops, or insurance or financial-services clients.
- Experience supporting users across several countries and time zones.
- Other Requirements
Language requirements
- Canada: fluent English and French
- LATAM: fluent English plus Portuguese, Spanish and French; Portuguese and Spanish are essential, French is strongly preferred
Senior Administrator in Ottawa employer: HCL CANADA INC. (Fy HCL Axon Technologies Inc.)
As a Track Manager at our company, you will thrive in a dynamic work culture that prioritizes innovation and technical excellence. We offer competitive benefits, continuous professional development opportunities, and a collaborative environment where your leadership skills can shine. Located in a vibrant tech hub, our organization is committed to fostering employee growth while ensuring a meaningful impact on enterprise clients through cutting-edge VMware solutions.
Contact Details:
HCL CANADA INC. (Fy HCL Axon Technologies Inc.) Recruitment Team
