Systems Specialist

**Overview**

We are actively seeking a full-time Systems Specialist (Service Desk) based in the Greater Vancouver Area. This role requires on-site (in-office) work.

Dyrand Systems Inc. is an established IT Managed Services Provider in Canada, with a head office in Vancouver. We provide our clients with a virtual IT department with a team of specialists who monitor and manage their networks and systems.

Our extensive set of IT-related services and partnerships ensure that our clients’ IT systems provide full business value. Dyrand has strong partnerships with Lenovo, Cisco, HP, Microsoft (Microsoft Azure/Office 365) and many other vendors and manufacturers.

Our business is growing rapidly, so our team is expanding We provide our employees with long-term careers; you will be involved with a wide variety of technical environments working with a spirited team of colleagues.

**Responsibilities**

You will perform hands-on Service Desk work (handling tickets) according to the Company’s policies and procedures. Your responsibilities include, but are not limited to:

- Ensuring the proper setup and operation of our clients’ servers, workstations, network devices (printers, scanners) and other equipment, and other related IT systems
- Ensuring the proper setup and operation of our clients’ network services such as DNS, DHCP, AD, Azure AD\Entra ID, and other related IT systems
- Ensuring the proper setup and operation of our clients’ MS Terminal \ RDS \ AVD Services, SharePoint Server, Exchange Server, and other related IT systems
- Ensuring the proper setup and operation of our clients’ network infrastructure, switches, wireless access points, routers, firewalls, load balancers, VOIP systems, and other related IT systems
- Ensuring customer support tickets are processed/resolved according to support policies, procedures, and playbooks, ensuring KPIs and CSAT scores are met and maintained
- Managing and maintaining client documentation
- Taking ownership of a client’s IT environment and providing suggestions/guidance for continuous improvement on technology
- Maintain awareness of outstanding customer pre
- and post-delivery issues and provide status to clients as necessary
- Perform customer follow-up to verify final resolution and determine satisfaction level
- Be an active participant in company, department, and client meetings
- Assisting in ensuring reliable and efficient operations at our data centre(s), and with our tool sets
- Assisting in other duties related to IT infrastructure (systems and networks), as needed
- Be part of the on-call rotation shift for after-hours emergency/urgent issues

**Requirements**:

- Excellent clear/concise verbal communication skills in-person, and over the phone
- Excellent attention to detail; has a structured and organized approach to work
- Can easily converse with peers, Technical Staff, Clients, Stakeholders
- Can positively and constructively express own point of view or concerns
- Able to work independently, self-directed, self-motivated, willing to take initiative
- Able to work in a fast-paced environment
- Able to do consistent, up-to-date and detailed timesheet entries
- Able to do hands-on, on-site deployment, troubleshooting of endpoint, network, server

**Technical Skills**
- SharePoint Online / Teams, OneDrive for Business
- Teams Phone Systems
- Other Microsoft 365 / Office 365 services
- Microsoft Cloud Technologies
- Entra ID (P1, P2, Domain Services), MFA (Conditional Access), Defender for Office 365
- EndPoint Manager (MDM), AutoPilot Intune
- Azure VMs, Azure AVD, Windows 365 Cloud PC
- Azure BackUp
- Azure Networking, Cloud Firewalls, Load Balancers
- Azure Files, or other file systems
- Other Azure related services
- Microsoft Windows Server 2016, 2019, 2022, 2025 including Active Directory, (GPO), Remote Desktop Services (RDS) experience, Azure AVD
- Hyper-V (Windows Server)
- Server Backup/Disaster Recovery (BDR), Azure Site Recovery (ASR), Microsoft Azure Backup Server (MABS), 3rd Party Backup/Disaster Recovery systems/tools
- General: VPN, DHCP, DNS (internal, and public DNS)
- Hands On installation, configuration, troubleshooting of network equipment such as:

- Firewalls: pfSense, Cisco/Meraki or equivalent
- Switches/Wireless: Cisco Meraki, HP/Aruba, or equivalent

**Educational Requirements**
- Technical diploma or degree or IT certificates in Microsoft

**Nice to Have**
- Work experience in an IT MSP (Information Technology Managed Service Provider) organization
- Work experience in Information Technology, Software Development organization
- Microsoft Certifications (MCSA, MCSE, etc) or equivalent
- Networking Certifications (Cisco, pfSense, Aruba, Fortinet, etc) or equivalent
- IT Security Certifications or IT Security Experience
- Experience with Enterprise CRM tools or Help Desk Ticketing System
- Experience with ConnectWise or equivalent CRM tools
- Experience with LabTech or equivalent RMM tools

**Benefits**
- Casual dress
- Company