IT Support Technician (Level 1/2)

About the role

Scio Logica is a Nova Scotia–based IT and cybersecurity firm providing managed IT services to small and medium-sized businesses, mainly in construction, non-profit and manufacturing. We look after our clients' email, computers, servers, networks, cloud security and backups, and we take pride in long-term relationships built on trust. We're hiring a permanent, full-time IT Support Technician (Level 1/2) to join our team. You'll be the first point of contact for our clients' day-to-day IT needs, both remotely and on-site. Technical skill matters, but so does how you treat people: we're looking for someone who is patient and empathetic with users and can explain technical problems and next steps in plain language.

What you'll do

Handle day-to-day helpdesk requests by phone, email and ticket, from first contact through resolution or escalation

Provide on-site support at client offices across HRM, with occasional visits to client sites elsewhere in Nova Scotia and New Brunswick

Set up and remove users during onboarding and offboarding, including accounts, licences, devices, mailboxes and access

Troubleshoot desktops, laptops, printers, mobile devices, networking and Microsoft 365 issues

Deploy, configure and maintain workstations, phones and other end-user hardware

Monitor and respond to alerts for backups, security and client systems

Write and maintain knowledge base articles, SOPs and client documentation

Communicate clearly with clients about what's happening, what's next and how to avoid repeat issues

Recommend improvements to clients' systems and security when you spot opportunities

Pitch in wherever the team needs you: we're small and work together

What you bring;

1–2 years of experience in a help desk, IT support or system administration role

Solid working knowledge of Windows and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

Experience supporting iOS and Android devices

Excellent communication skills, written and spoken, with the ability to explain technical ideas to non-technical users

A patient, empathetic, customer-first approach and a genuine interest in building lasting client relationships

Independence and confidence in troubleshooting, with the judgment to recognise when an issue needs to be escalated

Strong accountability and time management, including the ability to prioritise urgent issues and time-sensitive tickets

Ownership of larger projects from start to finish, with regular updates to management on progress and any blockers

Experience writing and maintaining documentation such as KB articles and SOPs

Good organisation and the ability to manage multiple tickets at once

Fluent English

Valid driver's licence and a reliable vehicle for client visits

Ability to pass a criminal record check Beneficial knowledge

Candidates with experience in most of the technologies below will be strongly considered.

Cloud and device management

Microsoft Intune

Microsoft Entra ID

SharePoint administration and site design

Power Automate

CIPP (CyberDrain Improved Partner Portal)

Apple Business Manager

macOS Servers and infrastructure

Active Directory and Windows Server

Virtualization: VMware ESXi, Proxmox, Hyper-V

Linux and Docker Networking and security

Networking fundamentals: TCP/IP, DNS, DHCP and subnetting

VLAN configuration and network segmentation

Switch configuration, including port profiles, trunking and PoE

Wi-Fi design and optimisation: channel planning, AP placement and roaming

Wireless site surveys and spectrum analysis to find and resolve interference

Firewall rules, NAT, port forwarding and content filtering

Site-to-site and remote access VPNs

Network troubleshooting tools such as ping, traceroute, ns lookup and Wireshark

Security best practices: MFA, endpoint protection, patch management and least-privilege access

UniFi networking

WatchGuard firewalls

VoIP services, including QoS for voice traffic Backup

Backup and recovery practices; Synology and Veeam preferred

Why work at Scio Logica

We're a small, close-knit team of five, so your work is visible and your ideas matter. We value our people as much as our technology. You'll work alongside experienced professionals who want to see you learn, grow and succeed, in a supportive environment where asking questions is encouraged. Our clients stay with us because we treat them like partners, and we're looking for someone who shares that approach.

Benefits

2 weeks of paid vacation per year

Health benefits plan, including dental, optometry, massage therapy, mental health therapy and more

How to apply

Send your resume and a short cover letter to [email protected], or respond to this posting. In your cover letter, tell us about a time you helped a frustrated or non-technical user solve a problem. We thank all applicants for their interest. Only candidates selected for an interview will be contacted