Senior Technical Support Lead

7 days ago

Chilliwack British Columbia, Canada Myriad Information Technology Solutions Inc. - Myriad Technologies Full time

About Myriad Information Technology Solutions:

Myriad Information Technology Solutions is an independently held, full-service technology, sales, and creative design company headquartered in Chilliwack, BC. We are a small but driven team of designers, developers, technologists, and strategists dedicated to delivering innovative, client-focused solutions.

Our culture is powered by our
E.L.I.T.E Core Values

:

  • Excellence – We set the bar high and deliver exceptional results.
  • Loyalty – We build trust through commitment to our clients and team.
  • Innovation – We embrace creativity and forward-thinking solutions.
  • Transformation – We drive change that creates lasting impact.
  • Ethics – We act with integrity in every decision.

Position Overview:

As our
Senior Technical Support Lead

, you will be at the heart of our support operations. This hybrid role combines deep technical expertise with leadership and mentorship. You'll resolve escalated issues, assist during high ticket volumes, contribute to client-facing projects, and foster a high-performing support culture aligned with EOS principles—clarity, accountability, and measurable results.

Key Responsibilities:

  • Resolve Tier 2/3 technical support requests (Windows Server, networking, M365, etc.)
  • Guide and mentor a small support team (1–5 members), ensuring alignment with E.L.I.T.E. values
  • Step in during high-volume periods or team absences
  • Lead small internal projects and client onboarding with clear milestones and accountability
  • Maintain accurate documentation using PSA and RMM tools
  • Ensure SLA targets and service quality through structured processes
  • Collaborate with leadership to identify and implement process improvements that drive Transformation

Technical Requirements:

  • 4+ years of technical support experience, ideally in an MSP environment
  • Hands-on experience with Microsoft platforms, cloud services, and networking
  • Familiarity with RMM/PSA tools, firewalls, and scripting
  • Client-focused with strong communication skills
  • Experience mentoring or leading support team members

General Skills:

  • Excellent written and verbal communication skills
  • Strong analytical, critical thinking, and problem-solving abilities
  • Ability to prioritize tasks effectively in a fast-paced environment
  • Strong attention to detail with a passion for learning and professional growth
  • Comfortable working independently or as part of a team
  • EOS-aligned mindset: thrives in a structured environment with clear goals, scorecards, and accountability

Additional Information:

  • All offers of employment are subject to a satisfactory police criminal record check.
  • Only candidates selected for an interview will be contacted.

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