Compliance & Internal Ops - Operations Technician

About F12: F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses—building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us.

The Purpose: The Operations Technician plays a critical role in ensuring F12 Networkers have reliable, secure access to the technology they need to work effectively. This individual serves as the first point of contact for internal end-user support, providing troubleshooting and remediation across endpoints and core applications, while also supporting branch-level infrastructure and internal operational initiatives.
This role works closely with cross-functional teams (e.g., Cloud Services, DevOps, SecOps, and Business Operations) to coordinate escalations, maintain service continuity, and support scheduled changes and on-call coverage. The ideal candidate is technically capable, service-oriented, and documentation-driven, and consistently follows F12’s security policies and processes in support of F12’s ISO/IEC 27001:2022-aligned Information Security Management System (ISMS) and broader compliance commitments (e.g., SOC 2 and CyberSecure).
Responsibilities:
Networker Support: Endpoints & Applications
• Provide first-line internal technical support for F12 Networkers, covering endpoint issues and core applications/SaaS tools.
• Troubleshoot and resolve incidents remotely and onsite; dispatch/escalate to other teams when required.
• Support regional initiatives and internal events by ensuring user equipment and connectivity are ready and functional.

Identity, Access Control & User Provisioning
• Administer user access to internal systems using the RBAC matrix as the source of truth.
• Execute onboarding/offboarding/role change activities and record approvals within tickets; escalate exception requests for approval through the defined process.
• Provide onboarding setup support and guidance related to access, tooling, and secure use expectations.

Device Lifecycle & Endpoint Standards
• Provision, configure, and maintain endpoints using Intune and N-Central, ensuring devices meet security and compliance baselines (e.g., BitLocker, patch currency).
• Perform rebuilds/re-imaging, remediation, and secure redeployment activities as required.
• Coordinate hardware warranty/RMA activities and vendor troubleshooting for laptops and accessories; partner with Business Operations for shipping/receiving logistics.

Branch Infrastructure Support
• Support internal branch technology and infrastructure, including printers and branch servers, maintaining patching and availability.
• Perform basic to intermediate troubleshooting for internal networking components (e.g., switches/firewalls) within F12-controlled environments.
• Escalate complex branch infrastructure and networking issues to Cloud Services as required.

Monitoring, On-Call & Service Continuity
• Respond to alerts from internal tools, infrastructure, and service providers; triage, resolve, or escalate issues appropriately.
• Participate in a weekly on-call rotation for after-hours support, monitoring, and incident response.
• Perform after-hours changes when required to minimize business disruption and maintain service continuity.

Security, Compliance & Documentation
• Follow internal security policies and processes that support SOC 2, ISO/IEC 27001:2022, and CyberSecure requirements, including least-privilege and secure handling practices.
• Recognize and escalate suspected security events to management and SecOps; support evidence collection as needed based on incident scope.
• Maintain clear, audit-ready ticket notes and contribute to documentation that supports standardized, repeatable support outcomes.

Requirements/Qualifications

• Proven experience in a ticketing/service desk environment with strong prioritization, communication, and documentation practices.
• Strong troubleshooting skills supporting Windows 10/11 endpoints and Microsoft 365 (Teams, Outlook, OneDrive/SharePoint).
• Intermediate experience with Entra ID and RBAC-based access administration; able to execute approved access changes and record approvals in tickets.
• Intermediate experience with Intune and N-Central for device management, patching, remediation, and alert response.
• Intermediate–Advanced knowledge of Windows Server administration and troubleshooting (core services, patching, log review, and performance basics).
• Intermediate understanding of virtualization/hypervisor technology (VMware/Hyper-V) and basic VM lifecycle concepts.
• Comfortable supporting hardware and peripherals (laptops/accessories, printers, conference room/AV), including vendor troubleshooting and warranty/RMA coordination.
• Basic-to-intermediate understanding of branch infrastructure troubleshooting (local servers, switches/firewalls, connectivity).
• Participation in a weekly on-call rotation and occasional after-hours work.
• Relevant certifications are considered an asset (Microsoft, CompTIA, ITIL, WatchGuard). Continued professional development, including pursuit of certifications, is an expectation of the role.

What You Can Expect from Us: We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Our comprehensive total rewards program includes:
• Work-Life & Growth: Three weeks vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications.
• Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program.
• Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events.

Our Equal Opportunity Commitment:

• F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a workforce diverse in experience, skills, and knowledge. The company maintains a strict policy to ensure equal employment opportunities and do not discriminate based on any grounds and elements protected by law.
• For those requiring assistance with disabilities, information relating to accommodation and accommodation measures addressed confidentially. Please notify us in advance if any accommodations required.

Please note that this position represents a true vacancy and we do not currently use artificial intelligence (AI) to at any stage of the hiring process to screen, assess or select candidates.