Helpdesk & Field Support Technician (Junior – 1+ Year Experience)

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Location: Hamilton, ON + client sites (Hamilton / GTA)

Job Type: Hybrid (in-person at our office 1x/week), remote helpdesk + on-site client visits (minimum 2x/week)

Pay: Starting at CA$22.00 per hour (based on experience) + opportunity for overtime/bonus (as applicable)

About Red Alert IT Solutions

Red Alert IT Solutions is a Hamilton-based IT services provider helping small and mid-sized businesses run stable, secure, and modern technology environments. We support end-users and business owners with a mix of remote helpdesk support and on-site technical service. We primarily support clients in auto dealerships and dental practices, along with other small and mid-sized businesses across the GTA. Our team values clear communication, strong documentation, and doing things the right way—especially when it comes to cybersecurity and client experience.

The Role

As a Helpdesk & Field Support Technician, you’ll be the front line for client support—handling tickets remotely and traveling on-site when hands-on work is required. You’ll learn our tools and processes, work alongside senior technicians, and grow your skills in Microsoft 365, workstation support, networking basics, and MSP best practices.

This role is ideal for someone who enjoys helping people, likes troubleshooting, and is ready to build a real IT career in an MSP environment.

Schedule

· Monday: 9:00 AM – 5:00 PM

· Tuesday: 8:00 AM – 4:00 PM

· Wednesday: 8:00 AM – 5:00 PM

· Thursday: 8:00 AM – 4:00 PM

· Friday: 8:00 AM – 5:00 PM

· Lunch: 30-minute unpaid break daily

· Occasional after-hours/weekend projects may be required (paid)

What You’ll Do (Responsibilities)Helpdesk / Remote Support

• Provide first-level technical support via phone, email, and remote support tools
• Troubleshoot and resolve common issues related to Windows, Microsoft 365, printers, connectivity, and business applications
• Manage and update tickets in our helpdesk system (notes, time entries, next steps, resolution details)
• Escalate appropriately when an issue is urgent, security-related, or outside scope
• Create clear documentation: fixes, client notes, device records, and repeatable procedures

On-Site / Field Support

• Travel to client sites for hands-on troubleshooting and installs (workstations, printers, network gear, peripherals) at least 2x/week
• Perform new PC setups, hardware replacements, upgrades, and workstation deployments
• Assist with basic network troubleshooting (Wi-Fi, switches, patching, ISP modem/router, cabling checks)
• Support device onboarding/offboarding (new users, terminations, equipment swaps)
• Security-Minded Support
• Follow company standards for access control, MFA, password resets, and safe handling of client data
• Spot and escalate suspicious activity (phishing, unusual sign-ins, malware indicators)
• Assist with endpoint protection tasks as assigned (updates, checks, remediation steps, reporting)

What You Bring (Qualifications)

• High school diploma or equivalent (college program, certs, or relevant coursework is a plus)
• Minimum 1 year of experience in IT support/helpdesk (required)
• Solid understanding of Windows 10/11 fundamentals (installations, profiles, printers, basic troubleshooting)
• Basic networking concepts (IP, DNS, Wi-Fi, cabling, routers/switches)
• Comfortable learning and using ticketing systems, remote tools, and standard procedures
• Strong communication skills (you can explain tech issues clearly and professionally)
• Organized, reliable, and able to work independently once trained
• Nice-to-have (not required):

- Microsoft 365 admin basics (users, licenses, password resets, MFA)

- Entra ID (Azure AD) familiarity

- Experience with macOS troubleshooting

- Any certifications (CompTIA A+/Network+, Microsoft certs, etc.)

Requirements (Must-Haves)

• Valid driver’s license and reliable vehicle (or full-time access to a vehicle) for the entire duration of employment (mileage paid / allowance per company policy).
• Must be legally entitled to work in Canada and able to provide proof of Canadian citizenship or Permanent Resident (PR) status.
• Ability to travel regularly to client sites (Hamilton and surrounding areas; occasional GTA), including minimum 2 on-site client visits per week
• Cell phone for coordination while on-site
• Ability to lift and move common IT equipment (PCs, monitors, small/medium printers). A cart is available for most moves
• Maintain a professional appearance and good personal hygiene appropriate for on-site client environments.
• Police clearance/background check may be requested for certain client environments

What We Offer

• Training and mentorship with opportunities to grow into higher-level technician roles
• Exposure to real-world SMB environments and a wide variety of technology
• Supportive team culture with clear processes and documentation standards
• Benefits / Extras (as applicable):

- Dental care / extended health care

- Casual dress

- On-site parking

- Overtime pay / bonus opportunities

- Automobile allowance or mileage reimbursement

Preferred Candidate Location

Ideally lives within ~30 minutes of Toronto, ON for responsiveness and commute practicality.

How to Apply

Send your resume + Cover Letter + answer the following:

• Your IT support experience (what you supported, ticket volume/tools, any on-site work)
• Your comfort level with customer support and travel to client sites
• Why you’re interested in an MSP-style role

Job Type: Full-time

Pay: From $22.00 per hour

Expected hours: No less than 39.5 per week

Benefits:

• Casual dress
• Dental care
• Extended health care
• Mileage reimbursement
• On-site parking

Education:

• DCS / DEC (preferred)

Experience:

• IT support: 1 year (preferred)

Work Location: Hybrid remote in Hamilton, ON L8L 6N4