IT Support Specialist

Hiive; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

Hiive, a leading fintech startup in Vancouver, is seeking an IT Support Specialist to provide technical support and manage IT requests. This role offers a dynamic work environment with opportunities for growth and participation in a stock option plan. The ideal candidate will have a strong customer service orientation and a proactive attitude towards learning and development.

Benefits

Competitive salary

Employee stock option plan

100% employer-paid health and dental premiums

$20-per-day commuter benefit

Onsite gym and healthy snacks

Engaging social calendar

Opportunities for growth into leadership roles

Sponsorship and relocation for exceptional candidates

Qualifications

• 0-2 years of experience in IT support role or equivalent.
• Strong understanding of computer hardware and troubleshooting principles.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

Responsibilities

• Provide technical support for hardware, software, and network issues.
• Manage IT support ticket queue and resolve requests.
• Set up and maintain employee laptops and related equipment.

Skills

Customer Service Orientation

Communication Skills

Troubleshooting

Problem-Solving

Analytical Skills

Time Management

Proactive Attitude

Education

Post-secondary diploma or degree in IT-related field

Tools

Jira Service Management

Zendesk

ServiceNow

Google Workspace

Job description

Named #4 startup in Canada for 2024, Hiive is a fintech/marketplace startup connecting buyers and sellers of stock in venture-backed pre-IPO companies. Thanks to our industry-leading technology and best-in-class capital markets team, we are home to the fastest-growing marketplace for the stock of “unicorns” on the planet. As a profitable and rapidly growing business backed by US venture capital investors, we are seeking to scale our high-performing team.

Interested in learning more about life at Hiive? Check out our careers page to see how you can grow with us!

As an IT Support Specialist at Hiive, you will:

• Provide timely and effective technical support to Hiive employees for hardware, software, network issues, and peripherals.
• Manage the IT support ticket queue, including logging, prioritizing, troubleshooting, and resolving requests.
• Set up, configure, and maintain employee laptops, software, and related equipment.
• Manage IT inventory, including tracking hardware assets and software licenses.
• Create and update IT documentation, guides, and knowledge base articles.
• Assist senior IT staff with basic infrastructure tasks like patching, monitoring, and system checks.
• Support various IT projects and actively engage in learning new technologies and procedures.

Required Skills

• 0-2 years of experience in an IT support role (Help Desk, Desktop Support, IT Technician) or equivalent demonstrated capability.
• Strong customer service orientation with excellent communication (written and verbal) and interpersonal skills.
• Strong understanding of computer hardware and troubleshooting principles.
• Proficiency with supporting macOS and Microsoft Windows.
• Proficiency with supporting Google Workspace.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN).
• Excellent problem-solving and analytical skills.
• Ability to manage time effectively, prioritize tasks, and work independently in a fast-paced environment.
• A proactive attitude and a strong desire to learn and grow within the IT field.
• Post-secondary diploma or degree in an IT-related field, or equivalent practical experience.

Preferred Skills

• Experience supporting users in a fast-paced startup or tech/fintech environment.
• Hands-on experience with both macOS and Windows environments.
• Experience with IT ticketing systems (e.g., Jira Service Management, Zendesk, ServiceNow).
• Experience supporting common SaaS applications and video conferencing tools (e.g., Zoom, Slack).
• Relevant IT certifications (e.g., CompTIA A+, Network+, Security+, Google IT Support Professional Certificate).
• Experience with basic scripting (e.g., PowerShell, Bash, Python) is a plus.

Compensation, Benefits, & Perks

• Highly competitive salary commensurate with experience and contribution.
• Opportunity to participate in ownership of a rapidly growing early-stage startup through our employee stock option plan.
• Comprehensive 100% employer-paid health and dental premiums, a health and personal spending account.
• A dedicated desk in our Vancouver, BC HQ, in the heart of downtown, with a fridge stocked with healthy snacks and drinks, an onsite gym, and a gorgeous rooftop amenity.
• Enjoy a $20-per-day commuter benefit for every day you work in our Vancouver HQ.
• An engaging social calendar, including bi-weekly catered lunches, bi-weekly “Friday bar,” team workouts, annual summer party, and holiday party, two “onsite” all-team retreats each year, semi-annual team-building events, and Hiive Womens’ Network events.
• Significant opportunities for growth into team leadership and management roles.
• Entrepreneurial culture and a small and dynamic team.
• Sponsorship, immigration, and relocation for exceptional candidates.

Hiive is committed to fostering an inclusive workplace where all individuals have an opportunity to succeed.