Senior Technical Support Specialist

Building Canada's Mortgage Ecosystem of the Future. We're committed to creating a true Canadian champion. About Us Nesto Group is Canada's leading provider of mortgage technology and financing solutions, with more than CAD $80 billion in residential and commercial mortgages under administration. Trusted by many of the country's leading financial institutions, we combine over 50 years of mortgage expertise with proprietary cloud and AI technology to transform the future of lending. Powered by our proprietary cloud and AI technology, nesto has become one of Canada's fastest-growing mortgage lenders, gaining market share across direct-to-consumer (D2C) residential lending, the broker channel, and multi-family commercial lending. Recognized as one of Deloitte's Fast 50 companies for three consecutive years, we continue to push the industry forward through innovation, technology, and customer-focused solutions. Operating through our family of brands— CMLS , nesto , and Nesto Cloud —our mission is to build Canada's mortgage ecosystem of the future and create a true Canadian champion in lending technology and financial services. With more than 1,300 team members across Canada, we're building Canada's mortgage ecosystem of the future—and we're looking for people who want to help shape what's next. Learn more at: Life at Nesto Group At Nesto Group, you'll be part of a collaborative organization where innovation, speed, trust, expertise, and continuous learning go hand in hand. Whether you're shaping strategy, supporting operations, building technology with best-in-class AI-driven tools, or serving customers, your work contributes to an ecosystem that's redefining the future of mortgage lending in Canada. Discover the values that drive everything we do, every day. Join the Canadian Rocketship redefining the lending industry. About the role 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. Why You'll Love Working Here We believe great people do their best work when they're supported professionally, personally, and financially. That's why we offer a comprehensive rewards package designed to help you thrive at every stage of your career. Competitive Rewards — Competitive compensation, performance incentives (where applicable), and recognition for your contributions. Health & Wellness — Comprehensive medical, dental, and vision coverage, Health & Wellness Spending Accounts (where applicable), telemedicine, Employee Assistance Programs, and mental health support for you and your family. Time to Recharge — Generous vacation (4 weeks), floater days, and statutory holidays to help you recharge. Planning for the Future — RRSP matching to support your long-term financial wellbeing. Family Support — Enhanced maternity and parental leave top-up programs. Learning & Growth — Education assistance, mentorship, training, and opportunities to build your career across Nesto Group. Tools for Success — Modern technology, collaborative teams, and the resources you need to do your best work. Diversity, Equity & Inclusion At Nesto Group, we believe diverse perspectives make us stronger. We are committed to fostering an inclusive workplace where everyone feels respected, supported, and empowered to succeed. We welcome applications from people of all backgrounds, including Indigenous Peoples (First Nations, Inuit, and Métis), persons with disabilities, members of racialized communities, women, and members of the 2SLGBTQIA+ community. If you require accommodation during any stage of the recruitment process, we are committed to working with you to meet your needs. #LI-DNI