Senior IT Operational Support Specialist

Required Skills & Experience

A minimum 5-8 years of experience at the level of L2/L3 support specialist.

Good experience managing IT environments for a mid to large international organisations, including providing direct client facing / end-user support.

• Good overall understanding and providing support for networking, security, backup/storage, identity management, servers, and workstations.

• Strong experience documenting systems, services and process as well as creating network diagrams, rack-diagrams, policies, and procedures.

• Strong understanding of IT project management practices.

• Strong experience supporting both end users and other IT professionals

• Good overall knowledge of Microsoft's product line-up, including high level

capabilities and competitor products.

• Experience of Microsoft collaboration and documentation tools (Teams,

PowerPoint, Visio, SharePoint, Power platform).

Experience working for a large global organisation with a multi-vendor environment or experience supporting multiple organisations at the same time.

• Strong experience of working in a customer focused end-user support functions covering multiple aspects of IT infrastructure (servers, workstations, network, engineering software, SharePoint)

• In-depth knowledge of Microsoft ecosystem of enterprise product. Certification is considered a plus.

Prior experience with Active Directory and Azure

Prior understanding of MS Azure

Prior experience with applications such as Zscalar

Nice to Have Skills & Experience

Prior M&A experience - as a user impacted or apart of the acquiring organization

Job Description

Insight Global is seeking a senior Level III It Operational Support Specialist to join a multinational professional services consulting firm. The successful candidate will support acquired professionals from various global M&As. As a part of the IT Mergers & Acquisitions Operations team, the globally distributed group of IT specialists spanning multiple disciplines, including server, storage, backup, network,

and security. The team is responsible for assessing the IT infrastructure of newly acquired organizations, addressing identified gaps, and supporting remediation efforts.

In addition, the team provides operational support during the transition and integration

phases, ensuring stability and continuity of services until the environment is fully

integrated into steady-state operations.

Insight Global is looking to hire an experienced IT Operational Support Specialist, to handle IT

operational and migration project support within its IT Mergers & Acquisitions

Operations. This position has both internal (M&A Operations) and external

(Acquisitions/Vendors) facing component. Qualified candidates must have a proven

enterprise level L2/L3 background in handling incidents and request focused on

enterprise compute (server, storage, backup, VDI), end-user compute (workstation,

identity, SharePoint, Teams), application (engineering, business and productivity),

cyber security.

As a global company, it operates and acquires organization around the world.

Candidates for this position must be capable of managing multiple projects

simultaneously, demonstrating flexibility and adaptability in a dynamic environment.

Team members are expected to support a range of responsibilities associated with IT

Operations and Mergers & Acquisitions, ensuring that all tasks are performed in accordance with WSP’s established standards and values.

IT Service Operations:

o Provide Level 2 / Level 3 operational support for infrastructure, applications, and end‑user services within newly acquired organizations during integration phase.

o Ensure service stability, availability, and continuity from acquisition close through handover to steady‑state IT operations

• Incident & Request Response

o Own and resolve incidents and service requests in teams ServiceNow resolver groups in accordance with defined SLAs and ticket‑handling

policies.

o Perform triage, impact assessment, root cause analysis, resolution, escalation, and communication until closure

o Provide technical assistance and hands-on support for WSPs M&As including but not limited with issues concerning workstations, servers, accounts, access privileges and other items within team’s scope.

o Act as a point of contact during critical incidents, ensuring effective communication across operational teams, M&A IT teams and stakeholders.

Governance Documentation & Compliance

Integration Ops support

This role sits remote Canada-wide.

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position.