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IT Support Technician
2 weeks ago
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
