IT Infrastructure & Support Specialist (Markham)

About the Role We are looking for a hands-on IT Infrastructure & Support Specialist to take ownership of day-to-day IT support, service calls, user issues, and core infrastructure troubleshooting in a quick-moving startup environment. This is not a passive help desk role and not an entry-level position. Service calls are a primary responsibility of this role. You will be expected to troubleshoot real-world technical issues across Windows environments, networks, VPNs, Microsoft administration, hardware, VOIP, video systems, and site connectivity. The right person is practical, calm under pressure, strongly Windows-oriented, and comfortable supporting both office users and operational systems. You should be able to work through issues methodically, communicate clearly with users by phone, and take ownership from first report to final resolution. Key Responsibilities - Handle service calls and technical support requests as a core part of the role - Troubleshoot and support Windows desktops, laptops, workstations, and servers - Perform Microsoft 365 / Microsoft admin tasks including password resets, account troubleshooting, user access, and general administration - Support and troubleshoot Active Directory environments, including user accounts, permissions, domain issues, and login/access problems - Work with Group Policy and Windows domain policies - Assist with or lead Windows Server migration and server-related support tasks - Troubleshoot VPN connectivity, including remote access VPN and site-to-site VPN environments - Work with OpenVPN and similar remote connectivity platforms - Support and troubleshoot Ubiquiti network environments - Diagnose and resolve network connectivity issues, including DNS, routing, switching, firewall, gateway, and communication problems - Perform or assist with network firewall configuration - Troubleshoot VOIP systems and user calling issues - Support Video Management Systems (VMS) such as Genetec, AXIS, and related video/security platforms - Support systems involving Axis cameras - Troubleshoot computer hardware issues and coordinate repair or replacement where needed - Use proper tracing and troubleshooting methods to identify root cause instead of applying temporary fixes - Create and maintain documentation for recurring issues, infrastructure setup, recovery steps, and technical procedures - Work effectively in a startup environment where priorities move quickly and strong ownership is expected - Support technical operations in a manner aligned with SOC 2 and other compliance-minded practices Minimum Requirements - Minimum 3 years of hands-on experience in IT support, technical support, systems administration, or infrastructure support - Proven experience taking service calls and resolving user issues directly - Strong Windows support and administration background - Experience with Active Directory - Experience with Microsoft admin tasks and user administration - Experience with Group Policy - Experience troubleshooting VPNs and site-to-site VPNs - Experience with Ubiquiti networking - Strong experience troubleshooting connectivity and network issues - Experience with network firewall configuration - Experience with Windows Server migration or equivalent server support work - Strong computer hardware troubleshooting ability - Comfortable supporting users by phone, remote session, and direct troubleshooting - Comfortable working in a startup environment - Must be Windows-oriented, not primarily Linux-focused Strong Assets / Nice to Have - Experience with OpenVPN - Experience with VOIP systems - Experience with Genetec, AXIS, or other Video Management Systems - Familiarity with Axis cameras - Familiarity with SOC 2 or similar compliance-oriented environments - Experience supporting mixed environments involving users, networks, cameras, remote sites, and operational equipment What Success Looks Like - Service calls are handled confidently and professionally - Users receive timely support without unnecessary escalation - Recurring issues are diagnosed properly and reduced over time - Infrastructure problems are traced to root cause, not guessed at - Server, network, camera, VPN, and access issues are handled carefully and documented - The environment becomes more stable, more organized, and less dependent on one person’s memory Pay: $70,000.00-$85,000.00 per year Benefits: - Casual dress - Company events - Dental care - On-site parking - Paid time off - Vision care Work Location: In person Apply on Kit Job: kitjob.ca/job/2ptr7z