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IT Support Technician

3 weeks ago

Vancouver BC VE A, Canada CORIX (CA) DE SERVICES LIMITED PARTNERSHIP Full time

Role Overview

The IT Support Technician delivers technical support for end-user devices, on-premises infrastructure, and Microsoft 365 solutions. This role covers a broad range of IT and helpdesk services, including troubleshooting, diagnosing, and maintaining systems in adherence with company determined best practices. . Acting as the primary contact for vendors, the Technician ensures seamless end-user support while assisting in the design, delivery, and continuous improvement of IT processes and related training materials.

Key Focus Areas: Software and hardware troubleshooting, end user support, system maintenance

Core Responsibilities

Technical Troubleshooting

  • Field incoming problem tickets from end-users to resolve technical issues; may require coordination with the vendor and improving technical support
  • Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems.
  • Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
  • Communicate IT problems and issues to key stakeholders, including management, users and technology vendors
  • Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

System Maintenance & Administration

  • Maintain and enhance performance of all new and existing technologies across the organization.
  • Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
  • Provide support for the testing of new assets, and enhancements to existing IT assets
  • Manage logical access to enterprise applications for new and terminating employees, or employee changes.
  • Manage and administer the support ticketing system.
  • Manage corporate technology assets.

Training & Documentation

  • Assess organizational IT training needs and objectives, and deliver or arrange training
  • Manage end user training materials for software applications.

Education & Experience

  • Bachelor's degree in computer science, information systems, or related field of study, or equivalent experience.
  • Minimum 3 years of related work experience in areas of technical support
  • Experience liaising with technology vendors for troubleshooting and support.

Technical Skills

  • Deploying and administering Microsoft Azure environments
  • Microsoft 365 / Office 365 installation & administration
  • Prior experience with enterprise applications like ERP, Asset Management, and SCADA are an asset but not required.

Essential Skills

  • Excellent communication skills to communicate technical problems and solutions to non-technical users
  • Familiarity with process analysis and frameworks
  • Able to work independently and as part of a team
  • Solid problem solving and analytical skills
  • Strong service-oriented mindset and commitment to ensuring a positive experience for end users

Working Conditions

  • Requirement: 2-3 days on-site per week in our Vancouver office
  • Normal office environment

Salary Range: $62,000 – $70,000 annually