L2/L3 Technical Support Engineer

We believe talent deserves a human touch. Your application will be read by an actual person who's excited to discover the real you.

The IT Support Technician – Level 2 or 3 plays a crucial role as the primary point of contact for escalated technical issues. Demonstrating advanced communication skills and maintaining composure under pressure is essential when handling complex problems or liaising with other teams. Success in this position is marked by your capacity to seamlessly adapt to changes, maintain clarity in communication, and collaborate effectively within a dynamic technical support environment.

Who We Are:

Join the dynamic team at ActiveCo Technology Management, a leader in reshaping IT Management since 1999. We pride ourselves on using innovative techniques to deliver outstanding support services to small and medium-sized businesses across North America. At ActiveCo, we foster an exceptional culture to embrace diversity and create an inclusive and collaborative work environment. We believe in working hard, having fun, strategizing nonstop, and never giving up.

The IT Support Technician – Level 2 or 3 plays a crucial role as the primary point of contact for escalated technical issues. Demonstrating advanced communication skills and maintaining composure under pressure is essential when handling complex problems or liaising with other teams. Success in this position is marked by your capacity to seamlessly adapt to changes, maintain clarity in communication, and collaborate effectively within a dynamic technical support environment.

Duties & Responsibilities:

• Provide top-notch customer service by addressing and resolving IT issues promptly.
• Communicate effectively with end-users to understand and troubleshoot technical problems.
• Technical Support:
• Diagnose and resolve hardware, software, and network issues.
• Collaborate with team members to ensure timely and efficient problem resolution.
• Maintain accurate records of support requests, troubleshooting steps, and resolutions.
• Contribute to knowledge-based articles for continuous improvement.
• Work collaboratively with cross-functional teams to contribute to IT projects.
• Participate in regular team meetings to share insights and best practices.

Experience & Requirements:

• 5+ years minimum experience providing end-user support.
• MSP experience strongly preferred 
• Strong understanding of desktop and laptop hardware
• Strong understanding of Windows 10
• Strong Understanding of Microsoft Office application support
• Hands-on experience with products such as:
• Microsoft Azure
• Microsoft Intune
• Hands-on server administration experience
• Strong customer service orientation with excellent communication skills.
• Technical proficiency in troubleshooting hardware, software, and network issues.
• Willing and able to learn, improvise, and craft solutions, typically by integrating available components.
• Diploma or degree in Information Technology or related field.
• Detail-oriented with exceptional organizational skills.
• Valid BC Driver's License

This role requires travel to client sites in the Greater Vancouver Area - candidates must be located in the Vancouver area. 

 Salary:

CAD 60, ,000 Depending on experience, skills and competencies.

Who We are: 

At New Charter, we're building a caliber of business the IT industry hasn't yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter Technologies, we're investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.)

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We're the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we've embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. 

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We're on a mission to make a difference, and we want you to be part of the story. Let's transform the world together and build a career that's as unique as you are

We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today  Learn more here: Why New Charter.

New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.  

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