Technical Support Representative Level 3

Location: Mississauga, ON

Compensation: $85,000 - $90,000

Overview

We are seeking an experienced Technical Support Representative to support B2B clients in a fast-paced environment. This role focuses on advanced troubleshooting, user support, and maintaining client infrastructure across virtual desktop environments, Microsoft 365, and core networking systems. The successful candidate thrives in a customer-facing support role, communicates clearly with non-technical users, and enjoys solving complex issues rather than project implementation work.

You will act as an escalation point for Level 2 support while directly assisting clients with day-to-day technical challenges across virtual environments, endpoint management, networking, and security systems.

Key Responsibilities:

• Provide Level 3 support to business clients via phone, ticketing system, and remote sessions

• Troubleshoot and support Citrix and VMware Horizon virtual desktop environments

• Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and Microsoft Intune device management

• Diagnose endpoint, application, authentication, and performance related issues

• Manage user accounts, permissions, and policies in Azure AD and Active Directory

• Support firewalls, VPN connectivity, switching, and general networking issues

• Assist with server administration and maintenance across client environments

• Support VoIP and business phone systems

• Escalate complex infrastructure issues when required and collaborate with senior engineers

• Document troubleshooting steps and maintain accurate ticket notes

• Provide exceptional customer communication with clear and confident explanations

• Contribute to knowledge base documentation and continuous service improvement

Technical Environment

• Citrix Virtual Apps and Desktops

• VMware Horizon

• Microsoft 365 and Intune

• Azure AD and Active Directory

• Windows Server administration

• Networking fundamentals (DNS, DHCP, VLANs, VPNs)

• Firewall management and troubleshooting

• VoIP and telephony systems

• Remote monitoring and management tools

Qualifications

• 5+ year’s experience as level 3 technician having worked within a Citrix & Microsoft 365 environment

• Strong customer facing technical support experience

• Proven troubleshooting ability across multiple client environments

• Excellent verbal and written communication skills

• Comfortable supporting users over phone and remote sessions

• Experience supporting virtual desktop infrastructure (Citrix required, VMware Horizon preferred)

• Experience supporting Microsoft 365 from an operational support perspective

• Solid networking and server troubleshooting fundamentals

Nice to Have

• Citrix certifications or hands on advanced administration

• Azure or Microsoft certifications

• Experience supporting security and endpoint management policies

• Exposure to multiple industry client environments

What Success Looks Like

• Fast and accurate resolution of client incidents

• Clear and professional communication with business users

• Ability to handle escalations independently

• Strong documentation and knowledge sharing

• Continuous improvement mindset across support processes