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Technical Support Specialist

1 month ago

Vancouver, British Columbia, Canada VC3 Full time
Job Summary

The Technical Support Specialist is responsible for providing technical assistance to VC3 clients. This position requires a collaborative, positive, and dedicated individual who is committed to mutual success. The successful candidate will be guided by our core values — Passionately Curious, Own It, Go Beyond, and Serve as One — and will be empowered to create something extraordinary together.

Key Responsibilities:
  • Understand and follow 'The VC3 Way', our set of standards and processes that produce a predictable result for the customer.
  • Provide end-user support to VC3 clients via inbound phone, email, and webchat.
  • Triage inbound service requests from VC3 clients and determine the appropriate course of action to resolve the issue.
  • Using an ITIL-founded triage model, identify and categorize inbound requests and incidents.
  • Fulfill client-requested Installs, Moves, Adds, and Changes (IMAC).
  • Work with and troubleshoot issues with Active Directory, Exchange, and O365.
  • Assist users with password resets and account unlocks.

Requirements:
  • At least 1 year of practical experience in a technical support or customer service position or recent technical education experience in a post-secondary environment.
  • Demonstrable understanding of the following technologies: Windows 7, 8, 10, 11, Microsoft Office Suite (2010 and newer), Microsoft/Office 365, Windows Server 2008 R2, 2012 R2, 2016, 2019, 2022.