IT Field Technician L1

As we continue to grow, we are looking for an **IT** Field Technician L1**to join the MSP Corp. West team.

**About the Role**

As a **IT** Field Technician L1**, you will be responsible for professional, friendly and first-rate communication alongside the delivery of our support services. This individual ensures that our clients are getting the best service they have ever experienced. This includes troubleshooting, guiding users through problem-solving steps, and ensuring timely solutions to maintain system functionality and user satisfaction.

**Location**: Richmond, BC

**Schedule**: Monday to Friday, 40 hours per week, 8:00 a.m. - 5:00 p.m.

**Work Mode**: On-site

**What You Will Do**
- Provide technical support to clients, resolving issues escalated to Level 1.
- Manage technical support ticket queues in an organized and timely manner.
- Troubleshoot and resolve network issues, including wired and wireless networks, VOIP, LAN, WAN and Firewall Policies.
- Troubleshoot and resolve hardware, software, and network issues.
- Install and configure systems, software, and peripherals.
- Monitor and maintain network health, addressing issues as they arise.
- Implement and monitor security protocols; respond to incidents. Ensure data backups and manage recovery processes. Work with IT and cross-functional teams to support projects.
- Identify and automate routine tasks to improve efficiency. Generate reports on system performance and analyze technical data.
- Track technology assets and manage software licenses.
- Troubleshoot and maintain On-Prem, Hybrid and Cloud Infrastructures.
- Administer and troubleshoot M365 environments, including Exchange Online, Entra ID, Teams, SharePoint and other key M365 admin portals.
- Perform user On-Boarding and Offboarding as required.
- Diagnose end-user devices with OS Issues and Hardware issues
- Assist with Cyber security Incident response.
- Assist with projects as required.
- Develop and maintain technical documentation and knowledge base articles.

**What We Are Looking For**
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- Minimum of 2-3 years of experience in a technical support role in a Level 1 capacity.
- An understanding of general networking concepts, including OSI, TCP/IP, DNS, DHCP, and VPN.
- Applicants with industry certifications (Microsoft, Cisco, VMware, CompTIA etc.) (asset)
- This includes a basic understanding of, DHCP, DNS, AD, GPO etc.
- General desktop troubleshooting skills.
- Some experience in Windows Server administration is helpful.
- Relevant certifications (CCNA, Fortinet Certifications, Microsoft Certifications for Azure and M365) are a plus.
- Basic knowledge in Hyper V virtualized environments. This includes a general understanding of P2V, V2V and V2P migrations as well as live migrations, replication and failover.
- Knowledge of MS Exchange Servers and some exposure to O365 is an asset.
- An understanding of Backup and Disaster Recovery platforms/technologies/concepts. Experience with remote support, ticketing and monitoring tools is an asset.
- Must have strong time management skills and can work productively unsupervised.
- Pride in workmanship and able to work in a fast-moving, ever-changing environment.
- Ability to interpret and/or discuss information with clients, which involves terminology or concepts not always familiar to them.
- Outstanding communication skills (verbal, written, phone).
- Goal-oriented, organized team player.
- Have a ‘G’ driving license with a reliable vehicle and be willing to travel to client sites.

**Why Work at MSP Corp**
- Benefits package.
- Dynamic work environment.
- Corporate gym discounts.
- Wellness day.
- Opportunities for growth and training.