IT Support Technician

Role Overview

The IT Support Technician delivers technical support for end-user devices, on-premises infrastructure, and Microsoft 365 solutions. This role covers a broad range of IT and helpdesk services, including troubleshooting, diagnosing, and maintaining systems in adherence with company determined best practices. . Acting as the primary contact for vendors, the Technician ensures seamless end-user support while assisting in the design, delivery, and continuous improvement of IT processes and related training materials.

Software and hardware troubleshooting, end user support, system maintenance

- Field incoming problem tickets from end-users to resolve technical issues; may require coordination with the vendor and improving technical support

- Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems.

- Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.

- Communicate IT problems and issues to key stakeholders, including management, users and technology vendors

- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

System Maintenance & Administration

- Maintain and enhance performance of all new and existing technologies across the organization.

- Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.

- Provide support for the testing of new assets, and enhancements to existing IT assets

- Manage logical access to enterprise applications for new and terminating employees, or employee changes.

- Manage and administer the support ticketing system.

- Manage corporate technology assets.

Training & Documentation

- Assess organizational IT training needs and objectives, and deliver or arrange training

- Manage end user training materials for software applications.

Qualifications

- Bachelor’s degree in computer science, information systems, or related field of study, or equivalent experience.

- Minimum 3 years of related work experience in areas of technical support

- Experience liaising with technology vendors for troubleshooting and support.

Technical Skills

- Deploying and administering Microsoft Azure environments

- Microsoft 365 / Office 365 installation & administration

- Prior experience with enterprise applications like ERP, Asset Management, and SCADA are an asset but not required.

Essential Skills

- Excellent communication skills to communicate technical problems and solutions to non-technical users

- Familiarity with process analysis and frameworks

- Able to work independently and as part of a team

- Solid problem solving and analytical skills

- Strong service-oriented mindset and commitment to ensuring a positive experience for end users

Working Conditions

- Requirement: 2-3 days on-site per week in our Vancouver office

- Normal office environment

Salary Range:

$62,000 - $70,000 annually