Intermediate Technical Analyst

About Pilotfish Networks

Pilotfish is a small IT MSP located in Fort Langley, BC. We believe in balancing work and personal lives, while striving to provide the best possible service to our customers. If you are passionate about continuous improvement and delivering excellent customer service, our organization might be for you.

About The Role

As an Intermediate Technical Analyst, you'll act as a trusted technical partner to our clients, independently diagnosing and resolving a wide range of IT challenges—from system configurations and network connectivity to application errors and security incidents. You'll own tickets end-to-end, proactively spot patterns, suggest improvements, and collaborate closely with our team on larger projects. Embodying Balance, Expertise, Integrity, and Teamwork looks like driving results with urgency (Hungry), giving and receiving feedback graciously (Humble), and communicating technical concepts clearly to both clients and teammates (Smart). Your rigorous documentation, strict adherence to compliance and security standards, and consistent focus on customer satisfaction will directly strengthen client trust and keep operations running seamlessly.

Key Responsibilities

• Live our core values (Balance, Expertise, Integrity, Teamwork) and Ideal Team Player traits (Hungry, Humble, Smart) in every client and team interaction
• Consistently deliver exceptional client satisfaction and resolve tickets within agreed SLAs
• Handle a sustainable, high-quality monthly ticket volume while maintaining accuracy and attention to detail
• Provide timely, clear, and professional communication with clients and teammates
• Log every request regardless of channel (phone, Teams, email, walk-up, etc.)
• Thoroughly document all work, including steps taken offline or over the phone
• Keep client environment records accurate and up-to-date
• Complete required certifications and ongoing training
• Follow all company processes, policies, and escalation paths
• Meet deadlines, proactively flag risks early, and suggest ways to improve efficiency
• Regularly contribute knowledge-base articles, documentation, and templates
• Actively submi t process-improvement, automation, or workflow ideas that reduce repeat issues and benefit the entire team
• Maintain perfect compliance with security, documentation, and audit standards

Qualifications

Must-Have

• 5+ years in client-facing IT support/sysadmin
• Advanced Microsoft 365 Skills: Entra ID, Exchange, Intune, Defender, SharePoint, OneDrive, Teams
• Active Directory: accounts, GPOs, OUs
• Azure Portal: navigation, RBAC, hybrid basics
• Networking/Security: 3CX, Sophos Firewall & Endpoint, PRTG, VLANs, NinjaRMM, DNS, DHCP
• Strong documentation, troubleshooting, security, and communication skills
• Commitment to continuous learning

Nice-to-Have

• Certifications: MS 365, Azure, Sophos, CompTIA, ITIL, 3CX
• PowerShell or automation experience
• Regulated environment exposure (HIPAA, SOC 2)
• Backup/DR familiarity (Veeam, Azure Backup)

Compensation & Benefits

• Salary: $70,000–$90,000 per year, based on experience and qualifications, plus a 6% vacation pay premium on each paycheque (equivalent to three weeks' paid vacation) in lieu of tracked vacation time, exceeding BC's statutory minimum.
• Time Off: Unlimited paid time off (PTO) for vacation, personal, or sick leave, subject to manager approval and business needs. Employees are encouraged to take time off responsibly to maintain work-life balance while ensuring team and client commitments are met.
• Extended Benefits: 100% employer-paid medical, dental, and vision coverage, including dependents, effective after [insert waiting period, e.g., 3 months].
• Work Arrangement: Mostly remote within the Lower Mainland or Vancouver Island (Victoria area), with core hours of 8:30 AM–4:30 PM and flexibility to accommodate work-life balance. Occasional on-site client visits may be required.
• Equipment: Company-provided laptop and $40/month phone stipend.
• Start Date: This position has an anticipated start date of February 2, 2026, with some flexibility for the right candidate.

How to Apply

Please submit your resume and a one-page cover letter (strongly encouraged) explaining how your experience with Microsoft 365, Azure, or networking aligns with our requirements.

Email your application to with the subject line "IT Intermediate Technical Analyst – [Your Name] – Precision" to demonstrate your attention to detail, a critical skill for this role.

Job Types: Full-time, Permanent

Pay: $70,000.00-$90,000.00 per year

Work Location: In person