Job Title: Desktop Support Technician
Job ID: 90294
Location: Vancouver, British Columbia

What you will be doing:

Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures

Deliver an outstanding client experience by representing the company's Digital Systems department in a professional, courteous, and service-oriented manner

Provide technical support for the installation, configuration, and maintenance of computers, mobile devices, peripherals, and software within defined standards

Collaborate with vendor support teams to troubleshoot and resolve technical issues

Work multi-functionally with Tier 1 (Service Desk), Tier 3 (Network & Server Ops), and Tier 3 (Client Technology) teams to resolve client-reported problems

Support multi-platform environments, ensuring smooth operation of diverse systems, including file servers, email servers, collaboration tools, and enterprise applications

Conduct user training on hardware and software standard processes

Recommend and implement system upgrades to maintain performance and longevity

Coordinate hardware and software procurement by working with internal procurement teams

Assess user requirements to establish appropriate technology solutions

Respond to support requests via ticketing system, phone, email, and chat, ensuring timely updates and resolutions

Document incident and request history in the ticketing system

Maintain IT security policies and standard processes within the local network

Develop and update Knowledge Base articles to support internal documentation





Participate in special projects and IT service management improvements, including Service Desk operations, service requests, and problem management

Advance complex issues to appropriate IT teams while ensuring resolution

Coordinate third-party technical support when necessary and follow up on outstanding issues.

Collaborate with business partners to understand and address IT support needs

What you must have:

5+ years of recent experience as Tier 2 support within a corporate office environment

Demonstrated interpersonal skills with a customer service orientation focused on quality and results

Excellent verbal, written, and presentation skills

Experience supporting Mac OS and Apple products in an enterprise environment includingiOS-based mobile devices in an ActiveSync setting

Familiarity with JAMF,NoMAD, Apple Enterprise Connector, andInTuneon Macisan asset

Strong knowledge of Windows,Officeand Microsoft 365 suite

Experience supporting users on Exchange Online

Outstanding troubleshooting and problem-solving skills

Proficiency contributing to incident management and ticketing systems (ServiceNow preferred)

Good understanding of computer hardware, software, networking, and remote support tools

Solid understanding of client-server networking systems

Experience providing VIP/executive-level support is a significant asset

Experience with multi-function Xerox printers (AltaLink models preferred)

Familiarity with Azure Online, SCCM, Active Directory, and Desktop Authority is an asset

Experience with Microsoft Intune is a plus

Background in customer service or hospitality is helpful

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📌 Desktop Support Technician (British Columbia)
🏢 TEEMA
📍 British Columbia