Job Description

IT Field Support Technician

Location:

Vancouver, Burnaby, and Richmond, BC (On-site required, with limited remote flexibility)

Position Summary

Hexafusion Canada Inc. is seeking a dependable and client-facing IT Field Support Technicians to provide on-site support for key clients in downtown Vancouver, Burnaby, and Richmond.

This role is ideal for technicians who want to grow their field support skills, enjoy client-facing work, and thrive in a dynamic and fast-paced MSP environment.

Work Location & On-Site Requirements

Primary:

Client offices in Vancouver, Burnaby, and Richmond (on-site attendance required; remote work only as approved by management) Travel within the Lower Mainland is required and compensated according to company policy

In-person participation:

All support visits, walk-ups, and demos require physical presence

Virtual meetings:

Webcam and microphone use required for online check-ins and remote support

If you are not willing or able to attend both in-person and virtual meetings, please do not apply.

What You Will Do

Windows Server & Network Infrastructure Support:

Provide Tier 1 and Tier 2 support for Windows Server environments (2016, 2019, 2022, 2025) Support Active Directory user and group administration, GPOs, and folder permissions Perform server patching, monitoring, backups, and system health checks Troubleshoot server roles (DNS, DHCP, file/print, RDS, Hyper-V) and escalate advanced issues Assist with firewall, switch, and access point troubleshooting, cabling, and network device replacements

End-User & Device Support:

Act as the first line of onsite and remote technical support for client staff Troubleshoot and resolve laptop, desktop, and peripheral issues (Windows/macOS) Set up and configure new hardware (workstations, laptops, docking stations, printers, monitors) Support mobile devices and perform setup/troubleshooting (iOS/Android with Intune)

Microsoft 365 & SharePoint:

Create, manage, and deactivate M365 user accounts Assign licenses, reset passwords, and enforce MFA Configure Teams, OneDrive, Outlook, and SharePoint permissions

Basic VoIP Support:

Troubleshoot VoIP softphone or desk phone issues (logins, profiles) Coordinate with vendors (e.g., Mitel) for complex escalation

Client Interaction & Communication:

Attend virtual and in-person client meetings with professionalism Maintain clear, courteous communication during all support interactions Use webcam and microphone in all virtual meetings Follow client confidentiality, privacy, and compliance expectations Support demos, walkthroughs, and new client onboarding when required

Onsite Field Visits:

Conduct regular scheduled visits (1-3 days/month minimum) Be the "hands and eyes" for remote engineers during escalations Handle IT asset inventory, labeling, cleanup, or basic cabling

After-Hours Paid On-Call (1 Week/Month):

Participate in rotating after-hours on-call coverage Be reachable for urgent evening/weekend support requests Fixed weekly payment for being available during on-call rotation, plus hourly for work performed

What We Are Looking For

Must Have:

Legally eligible to work in Canada (citizen, PR, or open work permit holder) Willingness to complete a background and credit check Minimum 2 years of IT support experience (MSP or field service preferred) Hands-on experience supporting Windows Server environments (2016, 2019, 2022, 2025) Strong knowledge of Active Directory, Group Policy, DNS/DHCP, file/print sharing Proficient with Microsoft 365 Admin Center, SharePoint, Teams, Outlook Comfortable supporting Windows 10/11, macOS, printers, and networking basics Valid BC Class 5 driver's license and reliable vehicle Physically able to lift and transport up to 50 lbs Excellent communication and documentation skills Willing to attend client sites and virtual meetings (camera/mic required) Willingness to undergo and successfully clear background and credit checks as part of onboarding

Nice to Have:

CompTIA A+, Network+, Security+, Microsoft, or Cisco certifications Familiarity with Intune, Entra ID, Hyper-V, and VoIP systems Experience using ticketing platforms (e.g. Autotask, Freshdesk, HaloPSA) Commitment to earning at least one new certification annually (required after hiring) Experience supporting network equipment (firewalls, switches, APs) in a field or MSP setting

Education:

Diploma or degree in Information Technology, Computer Science, or related field

Schedule & Availability

Monday to Friday, 9:00 AM - 5:00 PM PT One week per month of after-hours paid on-call rotation Onsite visits required within the Lower Mainland

What We Offer

Competitive hourly wage based on experience Paid on-call stipend (fixed amount for each week on call) plus regular hourly pay for any after-hours work performed during on-call Mentorship from experienced engineers and project leads Flexible scheduling and growth within a national MSP All employment governed by BC Employment Standards Act and Hexafusion policies

About Hexafusion Canada Inc.

Hexafusion is a Vancouver-based Managed IT Service Provider (MSP) offering cybersecurity, cloud, AI automation, and AI-enhanced support solutions to growing Canadian businesses.

Current innovations include:

AI Chatbot for IT Providers AI VoiceBot for Business AI IVR Receptionist AI Scheduler Agent Form Automation & AI Email Assistants AI Messenger & Kiosk Agents Industry-specific AI (Finance, Healthcare, Retail)
If you are looking to build your IT career in an environment that combines innovation, AI automation, and hands-on field experience, we encourage you to apply.

Hexafusion's Commitment

Hexafusion Canada Inc. is an equal opportunity employer. We are committed to maintaining a professional, ethical, and compliant workplace, and expect all employees to uphold these standards.

Employment is subject to company policies, a strict NDA, and compliance with privacy, security, and conduct requirements.

We thank all applicants for their interest. Only shortlisted candidates will be contacted for an interview.

How to Apply

Apply directly through Indeed, LinkedIn, or the Hexafusion Careers page.

No phone calls, emails, or in-person applications will be accepted.

Job Types: Full-time, Permanent

Pay: $25.00-$35.00 per hour

Expected hours: 35 - 40 per week

Additional pay:

Overtime pay
Benefits:

Dental care Extended health care Paid time off Vision care
Schedule:

8 hour shift Day shift Monday to Friday On call Weekends as needed
Application question(s):

Do you have access to a reliable vehicle for commuting to work and any on-site job requirements? Please paste a link to your LinkedIn profile:
Education:

Bachelor's Degree (preferred)
Experience:

Microsoft Windows Server: 2 years (preferred) Windows: 5 years (preferred) Firewall: 2 years (preferred)
Licence/Certification:

CompTIA A+ (preferred) CompTIA Cloud+ (preferred) CompTIA Server+ (preferred) CompTIA Security+ (preferred)
Work Location: In person