We are looking for an experienced technical support professional with helpdesk or MSP experience who can independently resolve primarily Tier 1 end-user issues, communicate clearly with clients, and contribute to proactive system health work.
About Stargate

Stargate Connections Inc. is a Burnaby, BC based, business Internet solutions provider specializing in Cloud Computing, IT Hosting Services, Support and Systems Management along with Managed Network and Internet Services.

We're a close knit team of about 18, which means you'll work directly with senior technicians and management and have real room to grow.

About the role

The IT Technical Support Specialist is a client-facing member of Stargate's Cloud Services team. The primary focus is timely, accurate support for end users across Microsoft 365 and Windows-based environments. The role also includes routine proactive monitoring and basic server health tasks that help prevent service interruptions before they become support tickets.

The successful candidate should be comfortable taking ownership of common support issues, working through problems methodically, documenting their work, and knowing when and how to escalate. There is room to grow into broader server, cloud, project, and client advisory responsibilities over time.

What you will do

· Provide one-on-one technical support to client end users by phone, email, ticket, and remote-support tools.

· Independently resolve primarily Tier 1 issues involving Microsoft 365, Windows 11, Microsoft Entra ID, Active Directory, Exchange Online, SharePoint, OneDrive, and related business applications.

· Perform routine user administration, including account changes, access updates, group membership, licence-related tasks, and permissions management.

· Troubleshoot Windows 11 endpoints and basic issues affecting Windows Server 2022 or 2025 Remote Desktop Services desktops.

· Monitor service and system health through available management tools and respond to alerts. Complete basic preventative work, such as investigating and remediating low disk space, or escalate with practical evidence when senior assistance is required.

· Prioritize tickets according to urgency, business impact, and agreed service expectations.

· Maintain complete and accurate ticket records, including the reported issue, scope, troubleshooting performed, outcome, verification, and next steps.

· Communicate technical information in clear, user-friendly language and set realistic expectations with clients.





· Identify recurring issues, patterns, or documentation gaps and contribute to practical improvements.

· Present reasonable options and recommendations as familiarity with our clients and service stack develops. Where a client may benefit from an additional Stargate service, note the opportunity and direct the client to the appropriate sales contact.

· Complete assigned technical tasks within larger projects led by senior technicians or management.

· Create or update internal notes, client instructions, and short knowledge-base articles when useful.

· After successfully completing probation, participate in the team's after-hours on-call rotation.

· Perform other related duties as required.

What we are looking for

· At least two years of relevant technical support, help desk, managed services, or systems support experience.

· A diploma, degree, relevant technical certifications, or an equivalent combination of practical experience and demonstrated knowledge.

· Hands-on Microsoft 365 administration experience, including user management and routine service troubleshooting.

· Working knowledge of Windows 11, basic Microsoft Entra ID and Active Directory administration, basic Exchange Online administration, and SharePoint and OneDrive permissions management.

· Ability to troubleshoot common printer, profile, application, access, connectivity, and Remote Desktop Services issues.

· Strong troubleshooting judgment: establish the scope, gather relevant evidence, test assumptions, make safe changes, verify the result, and escalate effectively when needed.

· Ability to work independently while also collaborating closely with senior technicians.

· Clear written and verbal communication in English, with the ability to explain technical issues in practical terms.

· Strong organization, time management, ticket prioritization, reliability, and follow-through.

· A professional and service-oriented approach when working with clients and colleagues.

· Due to privileged access to client systems and data, a criminal record check is required as a condition of employment.

· Legally entitled to work in Canada





Assets

· Experience working for a managed service provider or supporting multiple client environments.

· Exposure to Windows Server, Remote Desktop Services, virtualization, Azure, networking, DNS, backup platforms, RMM tools, or ticketing systems.

· Relevant Microsoft certifications or current Microsoft role-based training.

· A valid driver's licence and the ability to complete occasional local client-site work.

Work arrangement

· Full-time position based in Burnaby, British Columbia.

· Hybrid schedule with two days in the office and three days remote each week, subject to change based on operational and client needs.

· Participation in the after-hours on-call rotation is expected after successful completion of probation.

· Limited client-site work may become part of the role as the successful candidate develops familiarity with Stargate systems and clients.

Compensation and Benefits

Final compensation will be based on the successful candidate's experience, demonstrated technical capability, and overall fit for the role.

Stargate offers a group benefits program following successful completion of probation, paid vacation and leave, and the tools and equipment needed for the role. We invest in your growth: approved training and certification costs are covered by Stargate.

How to apply

Apply through the job posting with your resume. A cover letter is optional. Candidates selected to move forward should expect a practical technical interview focused on troubleshooting approach, core Microsoft 365 and Windows support knowledge, communication, and judgment.

We appreciate all applications. Only candidates selected for an interview will be contacted. Stargate Connections Inc. welcomes applications from qualified candidates and considers applicants based on the requirements of the role. Applications will be reviewed on a rolling basis. Accommodations are available on request at any stage of the hiring process.

Company Description

Stargate Connections Inc. is a Burnaby, BC based, business Internet solutions provider specializing in Cloud Computing, IT Hosting Services, Support and Systems Management along with Managed Network and Internet Services.

Company DescriptionStargate Connections Inc. is a Burnaby, BC based, business Internet solutions provider specializing in Cloud Computing, IT Hosting Services, Support and Systems Management along with Managed Network and Internet Services.

📌 IT Support Specialist (Burnaby)
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