Desktop Support Technician

Careermine; Vancouver; Hybrid; CAD 55,000 - 110,000; Part time

Job summary

Teck is seeking a Desktop Support Technician in Vancouver to deliver day-to-day site support. You will provide Tier 2 and occasional Tier 1 assistance for hardware, software, and mobile devices, with both on-site and remote support.

The role collaborates with multiple IT teams and business partners to keep systems running smoothly. The ideal candidate has 5+ years in corporate IT support, strong customer-service skills, and hands-on experience with Mac and Windows environments, Office 365, and

Qualifications

• 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 including iOS devices.
• Strong knowledge of Windows, Office 365 and Microsoft 365 suite; Exchange Online experience.
• Proficiency with incident management and ticketing systems (ServiceNow preferred).
• Familiarity with JAMF, NoMAD, Apple Enterprise Connector and InTune on Mac is an asset.
• Knowledge of Active Directory, Azure, SCCM and network fundamentals is a plus.

Responsibilities

• Provide day-to-day Site Support for Teck's Vancouver office as Tier 2 and occasional Tier 1.
• Deliver face-to-face and remote technical support for computers, applications, and related technology.
• Collaborate with IT teams across departments and vendors to troubleshoot issues.
• Support multi-platform environments including file and email servers and enterprise apps.
• Document incidents, assist in knowledge-base development, and participate in service improvements.

Skills

Tier 2 support

Customer service

Mac OS support

Windows support

Microsoft 365

Active Directory

Exchange Online

VIP support

Remote support

Ticketing systems

Tools

JAMF

NoMAD

Apple Enterprise Connector

Intune

SCCM

Active Directory

Azure

ServiceNow

Desktop Authority

Job description

Location: Vancouver, BC, Canada

Employment Type: Contractor

Workplace Type: Hybrid

About our Vancouver Office

Located in the heart of downtown Vancouver, between the Pacific Ocean and the Coast Mountains, Teck's Corporate Office sits in one of Canada's most culturally diverse cities.

Surrounded by world-renowned nature and globally inspired cuisine, the office brings together many of Teck's corporate functions - all working toward Teck's purpose of providing the essential resources the world relies on.

Role Overview

Reporting to the Team Lead, End User Computing, the Desktop Support Technician is responsible for delivering day-to-day Site Support services at Teck's Vancouver office.

This role provides Tier 2 support for internal company hardware and software, along with occasional Tier 1 support. The technician will offer both face-to-face and remote technical support for computers, applications, and related technology while collaborating with various business partners at the head office and across Teck's business divisions!

Key Responsibilities

• Be a courageous safety leader, adhere to and sponsor safety and environmental rules and procedures
• Deliver an outstanding client experience by representing Teck'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

Qualifications

• 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 including iOS-based mobile devices in an ActiveSync environment
• Familiarity with JAMF, NoMAD, Apple Enterprise Connector, and InTune on Mac is an asset
• Strong knowledge of Windows, Office and 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

Why Teck

At Teck, your work matters-to the world, to our communities and to your future.

As a leading Canadian resource company, we focus on responsibly providing the metals essential for global development and the energy transition while caring for the people, communities and land that we love. We do this guided by our values that, together, form The Teck Way .

At Teck, you'll find purpose-driven work, a culture of respect and inclusion, and the opportunity to grow your career while helping build a better world.