IT Support Engineer (Secret Clearnance) na KeyData Cyber

We are currently seeking an IT Support Engineer (Secret Clearance) to join KeyData’s IT Team! In this role, you will play a key part in delivering exceptional IT support and ensuring a seamless technology experience across the organization. You’ll leverage your technical expertise, problem-solving skills, and customer-first mindset to efficiently resolve technical issues, maintain system reliability, and drive continuous improvement in IT operations.

Location: Toronto

Employment Type: Full-time, Hybrid (1–2 days in office per week)

To be eligible for this position, candidates must either hold or be eligible for Secret Clearance.

KEY RESPONSIBILITIES:

• Troubleshoot and resolve IT issues efficiently, achieving high First Call Resolution (FCR) rates.
• Deliver excellent customer service through effective communication and empathy, catering to all levels of management, including C-level executives.
• Maintain high Customer Satisfaction (CSAT) scores by ensuring prompt response and resolution times.
• Proactively identify areas for improvement and implement solutions to enhance IT support services.
• Foster a culture of continuous learning and improvement within the support team.
• Understand IT functions, requirements, policies, procedures and expectations to resolve incidents, meet customer needs, and support other Service Desk staff.
• Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved.
• Works under minimal supervision to research, troubleshoot, and resolve trouble tickets within established Service Level Agreements.
• Keeps abreast with latest developments in area of responsibility
• Continuously documents and maintains internal processes
• Understands and adheres to global and local IT policies and processes
• Reads, processes customer agreements and provides guidance for compliance assertions
• Provides other compliance support as needed
• Manage and maintain up-to-date hardware and software inventory records.
• Diagnose, troubleshoot, and repair computer systems, hardware components, peripherals, and select mobile devices.
• Administer user accounts, including access rights, security settings, and group memberships across systems.

REQUIRED QUALIFICATIONS:

• Knowledge and experience working with Microsoft and Okta environments.
• Familiarity with Microsoft certifications such as: Azure Fundamentals (AZ-900), Identity and Access Administrator Associate (SC-300), Intune Administrator Associate (MD-102).
• 2-3 years of experience in IT Security and Service Desk Operations supporting Mac and Windows operating systems
• 2-3 years of IT systems skills including working knowledge of DNS, remote access, networking, OS administration, profiles, policies, authentication, authorization, permissions, encryption
• Current understanding of best practices regarding system security in a cloud environment.
• Familiarity with variety of technologies, operating systems, databases and reporting and data analytics tools
• Experience with Okta, Microsoft O365, Microsoft Intune, Kandji, Microsoft Teams, JIRA and Confluence
• Excellent written and verbal communication skills
• Familiarity with identity management, app modernization, and zero-trust security principles.
• Ability to work well with others in a fast-paced global company
• Ability to identify software needs
• Knowledge of architecture processes and performance reports of operating systems
• Strong critical thinking skills
• Working Hours: This role follows Eastern Standard Time (EST) hours, from 10:00AM to 7:00 PM.                                                             

PREFERRED QUALIFICATIONS:

• Okta or Microsoft Certified (active or in progress) – highly preferred.
• Experience supporting cloud-first or hybrid environments.
• Familiarity with ITIL frameworks or structured IT service management processes. #LI-RJ1