IT Support Specialist

Role Overview

The Service Desk Technician is the first point of contact for reactive client support and is responsible for owning technical issues from initial response through resolution or appropriate escalation. The role delivers timely, professional remote and onsite support, keeps clients informed throughout the ticket lifecycle, and maintains accurate documentation. By identifying recurring issues and sharing practical feedback with the appropriate teams, the Service Desk Technician helps improve service quality, reduce reactive workload, and strengthen client trust.

Key Responsibilities

- Respond to, triage, and manage incoming support requests in line with established response-time and priority standards.
- Diagnose and resolve common hardware, software, access, connectivity, and end-user technology issues remotely or onsite.
- Own assigned tickets through resolution, ensuring timely follow-up, clear client communication, and appropriate escalation when required.
- Capture complete and accurate issue details, troubleshooting steps, time entries, root causes, and resolutions in the ticketing system.
- Maintain and update client documentation, standard operating procedures, and knowledge resources when gaps or changes are identified.
- Install and configure approved software and complete client-specific setup on new or replacement devices when assigned.
- Identify recurring issues, service patterns, and process gaps, and route feedback to the appropriate technical, strategic, client success, or centralized services team.
- Refer project work, billable moves, adds and changes, procurement requests, and other out-of-scope work to the appropriate owner.
- Follow Service Desk processes, escalation paths, and service standards,



including first-in, first-out ticket handling and proactive updates on high-priority issues.
- Contribute to a positive client experience by demonstrating urgency, professionalism, accountability, and a commitment to resolving issues correctly.

What NextGen Offers

At NextGen Automation, we believe great people do their best work when they feel supported, valued, and empowered to grow. When you join our team, you'll find more than a job. You'll find a place where your contributions matter and your development is encouraged.

We offer:

Competitive compensation

- Comprehensive health, dental, and wellness benefits
- Group RRSP program with employer matching
- Growth opportunities within a growing, technology organization
- Modern tools, equipment, and technology to help you succeed
- A collaborative, supportive, and people-first culture
- Flexible working arrangements - this role can operate fully remotely from anywhere in Western Canada
- Opportunities to make a meaningful impact on our customers and teammates

Our Culture is built around five core values:

- Be Supercool: Bring energy, positivity, and personality to everything you do and offer appreciation and support to your team.
- Think Customer First: Put our customers at the centre of our decisions.
- Act with Integrity: Do the right thing, every time.
- Be Dedicated: Take pride in our work and follow through on our commitments.
- Stay Agile: Embrace change, be curious and find better ways to get things done.

These values guide how we work, support one another, and create exceptional experiences for our customers.

If you're looking for a company where you can build your career, contribute to a great team, and make a real difference, we'd love to hear from you.

8am-5pm

40 hours/week

📌 IT Support Specialist (Burnaby)
🏢 NextGen Automation
📍 Burnaby