IT Technical Specialist

**Department**: IT **Reports to**: CEO/Owner Netdigix Systems is a recognized leader in IT Managed Services, Cloud Hosting, and IT Project Consulting in Vancouver and the Lower Mainland. As the IT Technical Specialist, you will be instrumental in managing technical relationships with clients, ensuring high levels of client satisfaction, and driving technical excellence across our service delivery. Join the Netdigix Team: "Supportive team environment, great Company Culture and competitive Compensation package" **About The Role**: As an integral member of the Netdigix Systems team, the IT Technical Specialist plays a critical role in managing and enhancing the technical relationships with our valued clients. You will be responsible for ensuring seamless onboarding of new clients, proactively managing large and technically complex accounts, and exceeding client expectations through exceptional technical support and service delivery. This role requires a proactive approach to technical problem-solving, a strong commitment to client satisfaction, and a deep understanding of IT infrastructure and service management practices. **IT Technical Specialist Attributes and Characteristics** You will thrive in this role if you are proactive, detail-oriented, and possess exceptional technical and client management skills. This position requires a strong commitment to delivering high-quality technical solutions, exceeding client expectations, and contributing to the growth and success of our clients and our organization. **Position Responsibilities** - Proactively manage and nurture technical relationships with assigned clients, serving as their primary technical contact. - Lead the onboarding process for new clients, ensuring seamless integration of IT services and solutions. - Oversee the day-to-day management of large, technically complex client accounts, including detailed issue tracking, root cause analysis, and resolution. - Develop and execute comprehensive technical support strategies aligned with client needs and business objectives. - Collaborate closely with the Service Manager and cross-functional teams to enhance service delivery, optimize technical operations, and achieve client satisfaction goals. - Drive continuous service level improvements through proactive monitoring, analysis of service metrics, and implementation of best practices. - Effectively communicate technical concepts and solutions to both technical and non-technical audiences. - Maintain up-to-date knowledge of industry trends, emerging technologies, and best practices in IT management and support. **Knowledge, Skills, and Abilities**: - Minimum 7 years of progressive experience in IT client services, technical support, or related fields. - Strong technical proficiency in: - Enterprise workstation deployments and management. - Small to medium network deployments, including Cisco ASA or equivalent network components, VPN tunnels, and firewall configurations. - Windows Server, VMWare, and Hyper-V deployments, including clustering and virtualization technologies. - Virus detection, protection, and remediation strategies for workstations and servers. - Active Directory (AD) management, Exchange administration, file and share permissions, and group policy management. - CompTIA A+ Certification or equivalent required; additional certifications such as MCSA and CCNA are highly desirable. - Demonstrated ability to troubleshoot and resolve complex technical issues independently and collaboratively. - Excellent interpersonal and communication skills, with a proven track record of building strong client relationships and effectively managing client expectations. - Flexibility for occasional travel to client sites during business hours is required for this position. **Credentials and Experience**: - Bachelor’s degree in Computer Science, Information Technology, or related field preferred. - Proven experience in a client-facing technical role, with a track record of successfully managing multiple client accounts and exceeding service level agreements. - Strong commitment to continuous learning and professional development, staying updated with industry advancements and best practices. - Experience in IT project management, ITIL practices, or other relevant frameworks is an asset. **What We Offer You**: - A company culture focused on teamwork, innovation, and professional growth. - Opportunities for career advancement and development within a dynamic and growing organization. - Salary range of $60,000 - $85,000 based on experience, with bonus potential and comprehensive benefits package. - Diverse and challenging work environment where you can make a meaningful impact and contribute to the success of our clients and our company. - Supportive leadership and colleagues who value collaboration, creativity, and excellence in service delivery. **Our Commitment** At Netdigix Systems, we pride ourselves on fostering a supportive team environment