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Job summary

The IT & Cybersecurity Support Technician provides frontline technical and security support across corporate, retail, and remote environments. Responsibilities include resolving service desk incidents, triaging security alerts, managing user access, and maintaining endpoint compliance.

Job details

Sporting Life Group is a proudly Canadian family of retail banners, Sporting Life, Golf Town, and Team Town Sports, united by a shared passion for sport and active living. From individual pursuits to team sports, we offer the best equipment, expert services, and experiences to help Canadians play, move, and live well. Why Work Here? Access to our benefits package, with the choice of different levels of health, dental, and vision coverage to suit you. Employee discounts at Golf Town, Sporting Life, and Team Town Sports that are shareable with friends and family. Team-first culture that celebrates an active, sports lifestyle. Fun, fast-paced hybrid environment where your passion for sport and style belongs. Vendor Pro Deals and expert product training to fuel your knowledge and performance. A salary range of $65,000-$75,000 (dependent on experience), bonus, and opportunities to grow your career in the sports lifestyle. What You’ll Do; The IT & Cybersecurity Support Technician provides frontline technical and cybersecurity support across Sporting Life Group’s corporate, retail, distribution, and remote environments. The role combines service desk operations with entry-level security responsibilities, including resolving Tier 1 and Tier 2 requests, supporting endpoints and user administration, triaging low-priority security alerts, assisting with identity and access management, and promoting cybersecurity awareness. This developmental position provides hands-on exposure to IT Operations and Cybersecurity. The successful candidate will build practical skills in service management, security operations, identity security, endpoint protection, incident escalation, and technical documentation while supporting the day-to-day needs of the business. Work is expected to be approximately 50% Service Desk and 50% Cybersecurity, based on operational priorities. More complex, high-risk, or business-critical issues will be escalated to senior IT Operations or cybersecurity resources. Success will be measured through service levels, first-contact resolution, alert handling, documentation quality, security task completion, stakeholder feedback, and reliable participation in the on-call rotation. Description of Job Responsibilities: Service Desk Operations • Serve as a frontline support contact for corporate, retail, and remote users. • Log, categorize, prioritize, investigate, resolve, document, and escalate incidents and service requests through the ITSM platform. • Troubleshoot Microsoft 365, user accounts, passwords, MFA, Windows devices, mobile devices, printers, scanners, POS peripherals, basic connectivity, and wireless issues. • Configure, deploy, replace, recover, and securely handle laptops, desktops, mobile devices, printers, and related peripherals. • Maintain accurate ticket notes, resolution records, knowledge articles, asset assignments, inventory, warranty, and lifecycle information. • Support technology rollouts, endpoint refreshes, store activities, and user communications, escalating complex issues to the appropriate team. Security Operations & Alert Triage • Monitor assigned cybersecurity dashboards and alert queues, including Microsoft Defender and other approved security platforms. • Review and triage low-priority security alerts using documented procedures; identify likely false positives and escalate suspicious, high-risk, or unclear activity. • Assist with routine endpoint security remediation, investigation tracking, evidence collection, and closure documentation. • Respond to employee-reported phishing messages and suspicious communications, escalating confirmed or suspected incidents promptly. Identity & Access Management • Support employee onboarding, transfers, and offboarding, including account provisioning, access changes, account disablement, and equipment coordination. • Assist with MFA enrollment and troubleshooting, routine access validation, user account reviews, and assigned privileged-access administration activities. • Maintain accurate records of access and security-related changes and follow approved least-privilege and identity security procedures. Security Awareness & Administration • Assist with cybersecurity awareness campaigns, training assignments, phishing simulations, user follow-up, participation tracking, and reporting. • Promote security best practices and provide clear, user-friendly guidance using approved organizational standards. • Support endpoint compliance monitoring, vulnerability remediation follow-up, operational audits, compliance evidence gathering, and security documentation. Systems, Projects & Continuous Improvement • Perform routine Microsoft Entra ID and Microsoft Intune administration within approved access levels, including device enrollment and compliance follow-up. • Participate in IT Operations and Cybersecurity projects, testing, deployments, process improvements, runbooks, checklists, and technical documentation. • Identify recurring operational or security issues and recommend practical improvements to service quality, security, and efficiency. What You’ll Bring; • Diploma or degree in Information Technology, Cybersecurity, Computer Science, Information Systems, or a related discipline, or equivalent practical experience. • 1–3 years of experience in an IT support, service desk, technical support, or entry-level cybersecurity role. • Working knowledge of Windows, Microsoft 365, Microsoft Entra ID, user account administration, endpoint troubleshooting, and MFA concepts. • Basic understanding of phishing, social engineering, malware, endpoint security, identity and access management, and security awareness principles. • Experience with ITSM or ticketing tools, incident management, service requests, escalation procedures, and technical documentation. • Strong customer service, communication, problem-solving, prioritization, organization, ownership, and follow-through skills. • Valid Ontario driver’s licence and ability to travel to company locations as required. Technical Skills • Microsoft 365, Windows endpoints, Microsoft Entra ID, MFA, and basic account administration • Microsoft Defender security tools or comparable alert monitoring and endpoint security platforms • Microsoft Intune, device enrollment, application support, endpoint compliance, and patching follow-up • Phishing analysis, low-priority alert triage, identity administration, and security awareness support • ITSM platforms, remote-support tools, knowledge management, asset tracking, and technical documentation • Retail or multi-site technology, including POS peripherals, printers, connectivity, wireless, or mobile devices Preferred Certifications • Microsoft SC-900: Security, Compliance, and Identity Fundamentals • Microsoft AZ-900: Azure Fundamentals • CompTIA Security+ or A+ • ITIL Foundation Key Competencies • Customer-focused, responsive, and able to communicate technical and security information clearly. • Security-minded, detail-oriented, analytical, and disciplined in following documented procedures. • Able to balance competing service desk and cybersecurity priorities and escalate appropriately. • Collaborative, adaptable, accountable, and motivated to build technical and cybersecurity expertise. Success Measures • Meet agreed service-level targets for incident response, resolution, escalation, and customer communication. • Improve first-contact resolution for common access, endpoint, Microsoft 365, and peripheral support issues. • Triage assigned low-priority alerts accurately and escalate potential security incidents promptly. • Complete identity, security awareness, endpoint compliance, and documentation tasks accurately and on time. • Maintain complete ticket notes, security records, knowledge articles, and asset information. • Participate reliably in the full IT Operations and Cybersecurity on-call rotation. Working Conditions This is a hybrid office, remote, and field-support position based in Woodbridge, Ontario. Travel to Sporting Life Group corporate offices, retail stores, distribution facilities, and other business locations may be required. The role participates in the full after-hours on-call rotation and may occasionally provide evening, weekend, or holiday support for operational incidents, cybersecurity events, maintenance activities, store openings, or other business-critical needs. On-call compensation, overtime, or lieu time will be administered in accordance with company policy and applicable employment standards. AI is used as part of our application review process to assist in screening and assessment. All applications are also reviewed by our recruitment team. This posting is for a open new role in our organization. Sporting Life Group Limited is an equal opportunity employer and committed to providing accommodations for persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, please advise the Sporting Life Group Human Resources team of any accommodations required to ensure fair and equitable access through the recruitment and selection process.

What you’ll do

The IT & Cybersecurity Support Technician provides frontline technical and security support across corporate, retail, and remote environments. Responsibilities include resolving service desk incidents, triaging security alerts, managing user access, and maintaining endpoint compliance.

Requirements

Candidates should have a diploma or degree in a related field and 1–3 years of experience in IT support or entry-level cybersecurity. Proficiency in Microsoft 365, Windows administration, and basic security principles is required, along with strong problem-solving and communication skills.

Benefits

• Health coverage • Dental coverage • Vision coverage • Employee discounts • Vendor pro deals • Product training • Bonus

Listed skills

• Technical Documentation · Preferred
• Customer service · Preferred
• Incident Management · Preferred
• Microsoft 365 · Preferred
• Troubleshooting · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Service desk operations
• Cybersecurity support
• Microsoft 365
• Windows administration
• Microsoft Entra ID
• Microsoft Intune
• MFA
• Endpoint security
• Incident management
• Identity and access management
• Phishing analysis
• Technical documentation
• POS peripherals
• Troubleshooting
• Customer service
• Asset tracking
• Compliance Auditing
• Security Tools
• IT Security Documentation
• ITIL Foundation Certification
• Endpoint Security
• Follow Through
• Evidence Collection
• Escalation Procedures
• Artificial Intelligence
• Technical Support
• Asset Tracking
• Microsoft Azure
• Dashboard
• Business Workflow Analysis
• Customer Service
• Communication
• Computer Science
• CompTIA A+
• CompTIA Security+
• Information Systems
• Information Technology
• Continuous Improvement Process
• Customer Communications Management
• Cyber Security
• Incident Response
• Identity And Access Management
• Incident Management
• Information Technology Operations
• Problem Solving
• IT Service Management
• Knowledge Management
• Windows Defender
• Employee Onboarding
• Operations

Job areas

• Technology
• Security & Safety
• Customer Service & Support
• Retail
• Sports & Recreation
• Cybersecurity Technician
• Help Desk Technician / Analyst
• Information and Communications Technology User Support Technicians
• Computer User Support Specialists