Senior Technical Support Specialist

Join nesto — proudly named Canadian Rocketship 2025*. A Deloitte Fast 50 company evolving alongside Canada’s top tech innovators and disrupting a 2.1 Trillion-dollar mortgage industry at light speed by building the mortgage ecosystem of the future. BUILD lending technology with the best developers, AI engineers, and mortgage experts in the country. Work on a modern tech stack and a development framework designed to unlock your full potential and accelerate your career. Why join us Hypergrowth: Deloitte Fast 50 — 3 years in a row Tech community credibility: TechTO Canadian Rocketship 2025* Industry leadership: CLA Lending Company of the Year — 4 consecutive years Talent magnet: CMP Top Mortgage Employer 2025 Trusted technology: powering major financial institutions across Canada An entrepreneurial culture built on trust, speed, uncomfortable ambition, being stronger together, and a relentless obsession with our clients. About nesto and Nesto Cloud nesto is Canada’s leading provider of mortgage technology and financing solutions, managing $73B+ CAD in residential and commercial mortgages, with 1,000+ team members across 12 offices nationwide. You will be working on Nesto Cloud, Canada’s most advanced cloud platform, delivering end-to-end technology solutions for lenders in the digital age. The ideal candidate is a Senior Technical Support Specialist with a strong problem-solving mindset, excellent communication skills, strong troubleshooting skills, experience in modern endpoint environments (Windows and macOS), and the ability to operate effectively in a fast-paced environment. In this role you will act as the primary IT contact for our Toronto office while supporting users across multiple locations, remotely. Key Responsibilities Act as the primary IT contact for the Toronto office (on-site support, 5 days/week) Provide Level 1 and Level 2 support for end users across all office locations remotely. Serve as an escalation point for junior support team members Manage onboarding, off-boarding, and user access changes Build, deploy, and support Windows and macOS workstations Maintain and manage hardware inventory and asset tracking Accurately manage tickets and time tracking to meet service levels Troubleshoot and support SaaS applications and internal tools Support and maintain endpoint management platforms for Windows and macOS devices Assist in device lifecycle management, including provisioning, configuration, patching, and recovery Ensure endpoints remain secure, up to date, and compliant with company standards Coordinate with vendors and internal stakeholders to resolve issues Identify opportunities to improve support processes and user experience Assist in maintaining documentation and standard operating procedures Technical Environment You will work in a modern, multi-platform IT environment that includes: Microsoft 365 ecosystem (Entra ID / Azure AD, Intune, Exchange Online, SharePoint) Google Workspace (user management, email, collaboration tools) Windows and macOS endpoints in a mixed-device environment MDM solutions: Microsoft Intune and Jamf Pro Apple Business Manager (ABM) for device enrolment and lifecycle management RMM tools (e.g., NinjaOne) for monitoring, patching, and remote support SaaS and collaboration tools such as Slack and other business applications Identity and access management workflows (onboarding, off-boarding, role changes) Ticketing and service management systems (e.g., ServiceNow) This role is for you if you have: Minimum 7 years of experience in IT support or IT operations. Strong experience supporting Windows environments (Entra ID, Intune, Office 365). Working knowledge of macOS support and device management (Jamf or similar tools). Experience with managing Google Workspace or similar SaaS environments. Experience with managing MDM solutions (Intune, Jamf) and device enrolment processes. Experience with managing RMM tools for monitoring and remote support. Solid understanding of user lifecycle management (onboarding, off boarding, access changes). Strong troubleshooting skills across endpoints, applications, and connectivity. Experience working with ticketing systems (ServiceNow or similar). Understanding of ITIL-based support practices (ITIL Certification is an asset). Strong communication skills and ability to work with both technical and non-technical users at all levels of the organization. The Reward The A-Team: Work alongside high-performing talent in the industry. Accelerated Growth: The slope of your learning curve here will be vertical. You will touch more production systems in one year than you would in five years at a bank. Best-in-Class Tools: Access to the resources and tech you need to execute without friction. Working framework: the environment that makes you productive and enables teamwork. Diversity & Inclusion At nesto, we believe that creativity and collaboration are the result of a diverse team. We are committed to fostering a culture of diversity, equity, inclusion, and belonging, and we strongly encourage women, people of colour, LGBTQIA+ individuals, and individuals with disabilities to apply. We are committed to creating a workplace that is inclusive and welcoming to all. #LI-Hybrid