IT Field Support Technician

**IT Field Support Technician** **Location**: Vancouver, Burnaby, and Richmond, BC (On-site required, with limited remote flexibility) **Position Summary** Hexafusion Canada Inc. is seeking a dependable and client-facing IT Field Support Technicians to provide on-site support for key clients in downtown Vancouver, Burnaby, and Richmond. This role is ideal for technicians who want to grow their field support skills, enjoy client-facing work, and thrive in a dynamic and fast-paced MSP environment. **Work Location & On-Site Requirements** - **Primary**: Client offices in Vancouver, Burnaby, and Richmond (on-site attendance required; remote work only as approved by management) - Travel within the Lower Mainland is required and compensated according to company policy - **In-person participation**: All support visits, walk-ups, and demos require physical presence - **Virtual meetings**: Webcam and microphone use required for online check-ins and remote support - **If you are not willing or able to attend both in-person and virtual meetings, please do not apply.** **What You Will Do** **Windows Server & Network Infrastructure Support**: - Provide Tier 1 and Tier 2 support for Windows Server environments (2016, 2019, 2022, 2025) - Support Active Directory user and group administration, GPOs, and folder permissions - Perform server patching, monitoring, backups, and system health checks - Troubleshoot server roles (DNS, DHCP, file/print, RDS, Hyper-V) and escalate advanced issues - Assist with firewall, switch, and access point troubleshooting, cabling, and network device replacements **End-User & Device Support**: - Act as the first line of onsite and remote technical support for client staff - Troubleshoot and resolve laptop, desktop, and peripheral issues (Windows/macOS) - Set up and configure new hardware (workstations, laptops, docking stations, printers, monitors) - Support mobile devices and perform setup/troubleshooting (iOS/Android with Intune) **Microsoft 365 & SharePoint**: - Create, manage, and deactivate M365 user accounts - Assign licenses, reset passwords, and enforce MFA - Configure Teams, OneDrive, Outlook, and SharePoint permissions **Basic VoIP Support**: - Troubleshoot VoIP softphone or desk phone issues (logins, profiles) - Coordinate with vendors (e.g., Mitel) for complex escalation **Client Interaction & Communication**: - Attend virtual and in-person client meetings with professionalism - Maintain clear, courteous communication during all support interactions - Use webcam and microphone in all virtual meetings - Follow client confidentiality, privacy, and compliance expectations - Support demos, walkthroughs, and new client onboarding when required **Onsite Field Visits**: - Conduct regular scheduled visits (1-3 days/month minimum) - Be the "hands and eyes" for remote engineers during escalations - Handle IT asset inventory, labeling, cleanup, or basic cabling **After-Hours Paid On-Call (1 Week/Month)**: - Participate in rotating after-hours on-call coverage - Be reachable for urgent evening/weekend support requests - Fixed weekly payment for being available during on-call rotation, plus hourly for work performed **What We Are Looking For** **Must Have**: - Legally eligible to work in Canada (citizen, PR, or open work permit holder) - Willingness to complete a background and credit check - Minimum 2 years of IT support experience (MSP or field service preferred) - Hands-on experience supporting Windows Server environments (2016, 2019, 2022, 2025) - Strong knowledge of Active Directory, Group Policy, DNS/DHCP, file/print sharing - Proficient with Microsoft 365 Admin Center, SharePoint, Teams, Outlook - Comfortable supporting Windows 10/11, macOS, printers, and networking basics - Valid BC Class 5 driver’s license and reliable vehicle - Physically able to lift and transport up to 50 lbs - Excellent communication and documentation skills - Willing to attend client sites and virtual meetings (camera/mic required) - Willingness to undergo and successfully clear background and credit checks as part of onboarding **Nice to Have**: - CompTIA A+, Network+, Security+, Microsoft, or Cisco certifications - Familiarity with Intune, Entra ID, Hyper-V, and VoIP systems - Experience using ticketing platforms (e.g. Autotask, Freshdesk, HaloPSA) - Commitment to earning at least one new certification annually (required after hiring) - Experience supporting network equipment (firewalls, switches, APs) in a field or MSP setting **Education**: - Diploma or degree in Information Technology, Computer Science, or related field **Schedule & Availability** - Monday to Friday, 9:00 AM - 5:00 PM PT - One week per month of after-hours paid on-call rotation - Onsite visits required within the Lower Mainland **What We Offer** - Competitive hourly wage based on experience - Paid on-call stipend (fixed amount for each week on call) plus regular hourly pay for any after-hours work performed during