Job Description

About Pilotfish Networks

Pilotfish is a small IT MSP located in Fort Langley, BC. We believe in balancing work and personal lives, while striving to provide the best possible service to our customers. If you are passionate about continuous improvement and delivering excellent customer service, our organization might be for you.

About The Role

As a Junior Technical Analyst, you'll be the friendly first point of contact for our clients, delivering fast and accurate IT support that keeps their day running smoothly. You'll troubleshoot tickets, resolve common hardware, software, and network issues, and escalate more complex problems to senior team members when needed--all while keeping clients informed with clear, patient communication. Living our core values of Balance, Expertise, Integrity, and Teamwork means showing up eager to learn (Hungry), asking questions without ego (Humble), and communicating in a way that puts the client and team first (Smart). You'll document every case thoroughly, follow compliance standards, and take pride in turning frustrated users into happy ones through timely, high-quality solutions.

Key Responsibilities

Live our core values (Balance, Expertise, Integrity, Teamwork) and Ideal Team Player traits (Hungry, Humble, Smart) in every client and team interaction Consistently deliver exceptional client satisfaction and resolve tickets within agreed SLAs Handle a sustainable, high-quality monthly ticket volume while maintaining accuracy and attention to detail Provide timely, clear, and professional communication with clients and teammates Log every request regardless of channel (phone, Teams, email, walk-up, etc.) Thoroughly document all work, including steps taken offline or over the phone Keep client environment records accurate and up-to-date Complete required certifications and ongoing training Follow all company processes, policies, and escalation paths Meet deadlines and proactively flag risks early Maintain perfect compliance with security, documentation, and audit standards

Qualifications

Must-Have

2+ years in client-facing IT support/sysadmin Microsoft 365 Knowledge: Entra ID, Exchange, Intune, Defender, SharePoint, OneDrive, Teams Active Directory: accounts, GPOs, OUs Azure Portal: navigation, RBAC, hybrid basics Networking/Security: 3CX, Sophos Firewall & Endpoint, PRTG, VLANs, NinjaRMM, DNS, DHCP Strong documentation, troubleshooting, security, and communication skills Commitment to continuous learning

Nice-to-Have

Certifications: MS 365, Azure, Sophos, CompTIA, ITIL, 3CX PowerShell or automation experience Regulated environment exposure (HIPAA, SOC 2) Backup/DR familiarity (Veeam, Azure Backup)

Compensation & Benefits

Salary: $55,000-$70,000 per year, based on experience and qualifications, plus a 6% vacation pay premium on each paycheque (equivalent to three weeks' paid vacation) in lieu of tracked vacation time, exceeding BC's statutory minimum. Time Off: Unlimited paid time off (PTO) for vacation, personal, or sick leave, subject to manager approval and business needs. Employees are encouraged to take time off responsibly to maintain work-life balance while ensuring team and client commitments are met. Extended Benefits: 100% employer-paid medical, dental, and vision coverage, including dependents, effective after [insert waiting period, e.g., 3 months]. Work Arrangement: Mostly remote within the Lower Mainland or Vancouver Island (Victoria area), with core hours of 8:30 AM-4:30 PM and flexibility to accommodate work-life balance. Occasional on-site client visits may be required. Equipment: Company-provided laptop and $40/month phone stipend. Start Date: This position has an anticipated start date of February 2, 2026, with some flexibility for the right candidate.

How to Apply

Please submit your resume and a one-page cover letter (strongly encouraged) explaining how your experience with Microsoft 365, Azure, or networking aligns with our requirements.

Email your application to daniel@pilotfish.ca with the subject line "IT Junior Technical Analyst - [Your Name] - Precision" to demonstrate your attention to detail, a critical skill for this role.

Job Types: Full-time, Permanent

Pay: $55,000.00-$70,000.00 per year

Work Location: In person