Job Description
Full job description
About Us
Sabre IT is a Canadian managed services provider supporting growing businesses with reliable and secure technology solutions. We specialize in Microsoft 365, cybersecurity, cloud services, and responsive user support, taking a proactive approach to IT. Our team values collaboration, clear communication, and continuous improvement, working closely together to deliver consistent, high-quality service to our clients.
We’re looking for an L2 Technician who thrives in a fast-paced managed services environment and enjoys a mix of hands-on technical troubleshooting, escalation support, and collaboration with both teammates and customers. This role is ideal for someone who takes initiative, enjoys solving complex problems, and is comfortable owning issues from investigation through resolution. If you’re someone who values doing things properly, documenting your work, and helping both users and the IT team succeed, we’d love to hear from you.
This is a remote role, but some travel for meeting with clients/on-site work will be required.
Candidates should reside in: Toronto, Guelph, Waterloo, or the surrounding areas.
Responsibilities
Patch & Update Management
Manage patching activities across client and internal environments, including operating systems, third party applications, and supported network devices
Review, approve, and deploy patches according to defined maintenance windows and client standards
Monitor patch compliance and remediation status using MSP tools (e.g., NinjaRMM, Datto, Microsoft tooling)
Investigate and resolve failed or problematic patches, escalating when necessary
Document patching outcomes, exceptions, and client communications related to maintenance activities
Network & Systems Support
Provide Level 2 support for network and infrastructure issues, including escalations from Level 1 technicians
Assist with firewall rules, VPN access, VLANs, and connectivity changes under established procedures
Troubleshoot network, system, and performance issues across client environments
Perform configuration changes, updates, and backups for supported systems and devices
Support hybrid and cloud‑connected environments, including Microsoft 365 and Azure integrations
Monitoring, Documentation & Team Collaboration
Monitor alerts and system health using standard MSP tools (e.g., NinjaRMM, SentinelOne, BlackPoint, Halo)
Respond to incidents related to patching, performance, or security within defined SLAs
Maintain clear documentation for processes, system changes, and troubleshooting steps
Follow change management and escalation procedures
Collaborate with senior technicians and vendors for complex issues, upgrades, and remediation efforts
Share knowledge and provide guidance to Level 1 technicians as needed
Automation & AI
Build and maintain workflow automations using tools such as Zapier or Power Automate to streamline ticket intake, alert handling, onboarding/offboarding, and reporting
Leverage AI assistants (Microsoft Copilot) to accelerate troubleshooting, draft client-ready communications, and generate or improve internal documentation and knowledge base articles
Identify repetitive or manual tasks across patching, monitoring, and support workflows
Propose or implement automations to improve efficiency, consistency, and SLA performance
Qualifications
Post-secondary education in Information Technology, Computer Science, or a related field, or equivalent hands-on experience
3+ years of IT support experience, preferably in an MSP environment, including proven ownership of patch management across operating systems, third-party applications, and network devices
Demonstrated ability to handle Level 2 escalations and independently resolve complex issues
Strong hands-on experience with Microsoft 365 administration and hybrid environments (on-premises Active Directory and Entra ID)
Solid networking fundamentals, including TCP/IP, DNS, DHCP, VPN, VLANs, and firewall configuration
Experience with RMM, patching, and ticketing platforms (e.g., NinjaRMM, Halo, Datto)
Comfort leveraging PowerShell, automation, and AI tools (e.g., Microsoft Copilot) to streamline repetitive work and improve service quality
Excellent communication, documentation, and customer service skills, with the ability to explain technical concepts clearly to non-technical users
A valid driver’s licence and reliable transportation for occasional client site visits
Preferred Skills
Experience building automations or scripted workflows (PowerShell, Power Automate, or similar) to reduce manual effort on patching, onboarding, or reporting
Familiarity with EDR/MDR platforms such as SentinelOne, BlackPoint, or Huntress
Hands-on experience with firewall platforms such as WatchGuard
Experience with backup and disaster recovery solutions (e.g., Datto, Veeam)
Exposure to Azure services beyond Entra ID, such as Azure Virtual Desktop, Intune policies, or Defender for Business
Working knowledge of ITIL practices and service management frameworks
Previous experience mentoring or coaching Level 1 technicians
Hands-on experience applying AI tools (e.g., Microsoft Copilot, ChatGPT) to troubleshooting, documentation, or knowledge base workflows
Compensation
Base salary starts at $50,000 CAD, with room to negotiate based on your technical level, relevant experience, and demonstrated skills.
Job Type: Full-time
Pay: From $50,000.00 per year
Benefits:
Dental care
Extended health care
RRSP match
Vision care
Work from home
Work Location: Remote
