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Job Description

IMG is looking for a technically skilled candidate with good problem-solving abilities for the position of IT Support Technician. The duties of an IT technician include being a reference point for all IT-related queries at the user level, responding to user needs in a timely manner and ensuring the optimal running of all systems, among other technical duties.

This is a junior to intermediate role and the challenges you will be presented will be commensurate with your skill level. Ongoing technical training will be provided but you will be expected to begin with a substantial background in IT hardware support (a mix of education and professional experience). You are also expected to be in possession of notable people skills that will allow you to provide technical support.


  • Providing hands-on technical support in person, over the phone, through email and using remote support tools to staff across the organization (multi-site, client server network)
  • Support and installation (add/move/change) of desktop/laptop equipment (as well as software/OS configuration and data recovery/backup)
  • Support, installation and troubleshooting of network devices (routers, switches, modems, WiFi access points)
  • Support, installation and troubleshooting of printers
  • Configuring and supporting mobile devices (Android / iPhone)
  • Evaluate documented resolutions and suggest ways to prevent future problems
  • Escalate problems (when required) to the appropriate experienced technician
  • Ensure security and privacy of networks and computer systems
  • Identify and learn appropriate software and hardware used by IMG
  • Opportunity to become involved in network administration and build projects (running cable, mount cabinets and A/V equipment, access points, cameras and NVRs)


  • Work independently, as well as collaboratively
  • Communicate professionally, concisely and consistently both verbally and in writing
  • Ability to multitask, prioritize and deal with time constraints
  • Organize/prioritize work effectively, to meet timelines with quality delivery
  • Strong organization, documentation and problem solving skills required
  • Expertise troubleshooting issues with computer software applications, hardware and network/internet connectivity
  • Knowledge of network administration, Microsoft operating systems, Office365/Teams
  • Experience in computer components, hardware, desktops, servers and raid drives an asset
  • Experience/knowledge configuring and troubleshooting Cisco routers, switches is a plus
  • Experience with basic programming (SQL) and databases an asset
  • Knowledge of manufacturing processes an asset
  • Must be able to maintain a high level of confidentiality

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IT Support Technician