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Tecnet - Delivering Best-in-Class IT Solutions Since 1974

About Us

Tecnet is Canada’s longest‑standing IT services provider, offering a wide range of solutions across hardware, software, networking, and both physical and cyber security. With major hubs in Victoria and Vancouver, and over 35 Authorized Service Centres (ASC) across British Columbia, we are committed to supporting organizations in both urban and rural communities with reliable, high‑quality IT services.

Learn more about us at www.tecnet.ca.

Role Overview

The Tier 1 Service Desk Analyst is responsible for providing first-level technical support and acting as the initial point of contact for all incoming service requests. This role focuses on delivering timely resolution of common technical issues, performing accurate triage, and ensuring a high standard of customer service across a wide range of end-user support needs.

The Tier 1 Analyst follows established processes and troubleshooting procedures to resolve issues efficiently while identifying when escalation is required. This role also supports a positive client experience through clear communication, accurate ticket documentation, and consistent follow-through, while contributing to the overall effectiveness and reliability of Service Desk operations.

Why Work with Us?

- Legacy of Excellence: Be part of a company with over 50 years of experience and a trusted reputation in the IT services industry.
- Career Development: We prioritize your professional growth with opportunities for training, certifications, and skill development.
- Varied Technical Exposure: Work with diverse clients, systems, and environments across many industries.
- Supportive Culture: Be part of a collaborative team that values communication, accountability, and continuous improvement.

Schedule

This is a full-time permanent position with 8-hour shifts from Monday – Friday for a total of 40 hrs weekly. Availability after hours needed on occasion.

What we Offer

Competitive Salary:

- $50,000.00-$55,000.00 per year. Salary commensurate with experience.

High Value Benefits:



(Available after 3 months)

- Extended Health Care
- Dental & Vision Care
- Paid Time Off
- On-Site Parking

What You’ll Do

Technical Support & Troubleshooting

- Serve as the first point of contact for service requests via phone, email, and ticketing systems
- Resolve common issues involving end-user devices, Microsoft 365, access, and basic networking
- Follow documented procedures and knowledge base articles to resolve known issues
- Perform standard service tasks such as password resets, software installs, and account support
- Document troubleshooting steps, actions taken, and resolutions accurately

Incident & Ticket Management

- Triage incoming requests and assess impact, urgency, and priority
- Strive for first contact resolution (FCR) wherever possible
- Ensure tickets are properly categorized, documented, and routed when escalation is required
- Escalate issues outside Tier 1 scope with complete and accurate technical information
- Provide timely updates and manage user expectations throughout the ticket lifecycle

Communication & Team Collaboration

- Deliver a high level of customer service with every interaction
- Communicate clearly with both technical and non-technical users
- Collaborate with Tier 2 and Tier 3 teams to support effective issue resolution
- Contribute to a positive team environment and shared service goals
- Maintain professionalism in all internal and external communications

Project & Deployment Support

- Follow established processes, escalation paths, and documentation standards
- Identify gaps in documentation and escalate opportunities for improvement
- Support onboarding, routine changes, and basic deployment activities




- Maintain consistency in service delivery and ticket quality

What You Bring

- 1–3 years of experience in a Service Desk, Help Desk, or customer support role
- Experience supporting end users in a fast-paced, ticket-driven environment
- Robust understanding of Windows, macOS, and Microsoft 365 fundamentals
- Ability to troubleshoot common issues across end-user devices, Microsoft 365, access, and basic networking
- Strong understanding of end-user hardware, peripherals, and basic system functionality
- Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive) and identity concepts
- Preferences to candidates with experience in the Microsoft or Azure admin portals
- Basic understanding of networking concepts (VPN, LAN/WAN, connectivity issues)
- Ability to follow structured troubleshooting steps and determine when escalation is required
- Microsoft 365 Fundamentals (MS-900) or (AZ-900)
- CompTIA A+ (or equivalent hands-on experience) preferred
- ITIL Foundation (service management fundamentals) preferred

Key Success Metrics

- Timely and effective resolution of escalated issues
- High-quality documentation of incidents and resolutions
- Clear, professional communication with clients and internal teams
- Effective prioritization and management of multiple service requests
- Positive client and internal feedback
- Contributions to continuous improvement and service quality

Thanks for applying! While we appreciate every application, only shortlisted candidates will be contacted for an interview.

Job Types: Full-time, Permanent

Pay: $50,000.00-$55,000.00 per year

Benefits:

- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care

Application question(s):

- Are you currently living in Victoria or Vancouver?
- Please describe why you enjoying giving great customer service and support in detail.

Experience:

- Service Help Desk: 1 year (preferred)

Licence/Certification:

- Azure Fundamentals (AZ-900) or MS 365 Fundamentals? (preferred)

Work Location: In person

📌 Tier 1 Service Desk Analyst (Victoria)
🏢 Tecnet Canada
📍 Victoria