IT Support Specialist

IT Support Specialist / Technical Support Technician

Shield53 Inc. – London, Ontario

Job Type: Full-Time, Permanent

Location: London, Ontario – In-Person / On-Site Support Required

Wage: $25–$32/hour

Benefits: Health and dental benefits are not currently offered.

About Shield53

Shield53 is a London-based cybersecurity and managed IT services company providing technology solutions, IT infrastructure management, cybersecurity protection, and technical support to businesses. The company is committed to delivering reliable, professional services that help organizations operate efficiently and securely.

As Shield53 continues to grow, we are seeking a dedicated and experienced IT Support Specialist who brings both strong technical knowledge and exceptional customer service skills to the team.

This opportunity is ideal for a dependable, career-minded professional who takes pride in solving problems, building client relationships, and contributing to the long-term success of a growing business.

Position Overview

The IT Support Specialist will be responsible for providing professional technical assistance to clients, troubleshooting hardware and software issues, and ensuring a positive customer experience.

We are looking for someone who is equally comfortable working with technology and working with people.

The successful candidate must demonstrate patience, professionalism, strong communication skills, and the ability to remain calm when assisting frustrated or distressed customers.

This is a hands-on position requiring a consistent, reliable presence and a willingness to provide in-person technical support when needed. The ideal candidate will be accountable, self-motivated, and interested in establishing a long-term career with the company.

Key Responsibilities

• Provide technical support to clients through telephone, email, remote support tools, and in-person interactions.

• Diagnose, troubleshoot, and resolve hardware, software, networking, and general IT-related issues.

• Assist customers with computer systems, applications, connectivity issues, and technical inquiries.

• Deliver exceptional customer service while maintaining a calm and professional approach during challenging interactions.

• Effectively de-escalate frustrated customer situations through active listening, patience, empathy, and problem-solving.

• Clearly explain technical information to customers with varying levels of technological knowledge.

• Document technical issues, troubleshooting steps, resolutions, and customer interactions accurately.

• Escalate complex technical issues when appropriate and follow through to ensure resolution.

• Support the installation, configuration, maintenance, and troubleshooting of IT equipment and systems.

• Collaborate with colleagues to improve customer service processes and technical support efficiency.

• Maintain professionalism, confidentiality, and security when handling sensitive client information.

• Attend the workplace consistently and provide on-site assistance to clients when required.

• Take initiative in identifying opportunities to improve service delivery, customer satisfaction, and overall business operations.

• Contribute to company growth by building positive, long-term client relationships.

Required Qualifications and Technical Skills

• Previous experience in IT support, technical troubleshooting, help desk services, or a related technology-focused position.

• Strong working knowledge of computer hardware, software, operating systems, and general networking principles.

• Experience troubleshooting Windows environments, Microsoft 365, email systems, and common business applications.

• Ability to diagnose technical issues logically and provide effective solutions.

• Strong computer literacy and ability to learn new systems and technologies.

• Experience with remote support tools and ticketing systems is considered an asset.

• Knowledge of cybersecurity practices, network security, and managed IT services is considered an asset.

• Ability to work independently while recognizing when collaboration or escalation is necessary.

Essential Soft Skills and Professional Qualities

Technical skills are essential, but exceptional people skills are equally important to this position.

The ideal candidate will demonstrate:

• Reliability and punctuality: Consistently arrives on time, maintains dependable attendance, and follows through on commitments.

• Customer service excellence: Communicates respectfully, professionally, and effectively with clients from diverse backgrounds.

• Conflict resolution: Can confidently de-escalate difficult conversations and remain composed when customers are upset or frustrated.

• Patience and empathy: Understands that customers may not have technical knowledge and provides support without judgment.

• Accountability: Takes ownership of responsibilities, follows through on problems, and accepts constructive feedback.

• Strong communication: Explains technical concepts clearly, listens actively, and asks appropriate questions.

• Adaptability: Willingly participates in hands-on training, accepts direction, and adjusts to changing business priorities.

• Professional judgment: Uses critical thinking and independent problem-solving rather than relying solely on automated tools or AI-generated solutions.

• Teamwork: Collaborates effectively and contributes to a positive, supportive workplace.

• Long-term commitment: Demonstrates genuine interest in developing professionally and growing alongside the company.

What We Offer

• Competitive compensation reflective of experience and technical capabilities.

• Full-time, permanent employment.

• Opportunity to work with a growing cybersecurity and managed IT services company.

• Exposure to diverse technical environments, systems, and business clients.

• Opportunities to expand technical knowledge and professional responsibilities.

• A position where initiative, reliability, and strong customer relationships are recognized and valued.

• The opportunity to contribute directly to business growth and long-term company success.

Who Would Be a Great Fit?

We encourage applications from experienced IT professionals who enjoy helping people as much as they enjoy solving technical problems.

You may be an excellent fit if you have worked in technical support, IT help desk services, managed IT services, or another customer-facing technical role and are looking for a stable, long-term opportunity.

We value candidates who demonstrate strong work ethic, accountability, emotional intelligence, and the ability to build trust with customers.

If you are a skilled technical professional who takes pride in showing up, following through, and delivering exceptional customer service, we would like to hear from you!

To Apply: Please submit your resume outlining your relevant technical experience and customer service background.

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