L2/L3 IT Ops Support Specialist

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.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

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

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

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.