Job Description

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.

Key Focus Areas:

Software and hardware troubleshooting, end user support, system maintenance

Core Responsibilities

Technical Troubleshooting

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.

Education & Experience

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