Field Support Specialist

Nucleus Networks Inc.; Vancouver; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Award-winning culture

Hybrid Remote Environment

In-Person and Virtual Staff Socials

Competitive Salary

Health Spending Account and RRSP Match

Birthdays off

Job summary

Nucleus Networks is seeking a Field Support Specialist to serve on the front line of technical support, visiting client sites across the Lower Mainland to maintain and enhance daily operations.

You will resolve issues promptly, document work, and escalate where needed. The role requires travel, a BC Class 5 license, and a commitment to exceptional customer service.

Qualifications

• Minimum high school diploma; related post-secondary education is an asset.
• 2-3 years IT field or MSP experience.
• Valid Class 5 BC driver’s license with reliable transportation.
• Familiar with ITGlue, ConnectWise tools.

Responsibilities

• Travel to and between client locations daily to troubleshoot and resolve IT issues, deploy and configure equipment, and assist remote technicians.
• Maintain ticket hygiene by managing and closing tickets from start to finish.
• Update and reference knowledge base resources to ensure current information is available.
• Attend required meetings and collaborate with stakeholders to optimize resource use and approvals.
• Manage access permissions and prioritize incoming tickets to address high-priority issues promptly.
• Maintain deep knowledge of hardware, software, and Nucleus services for client base.
• Other duties as assigned.

Skills

Troubleshooting

Customer service

Communication

Multitasking

Time management

Independent work

Education

High school diploma

Related post-secondary asset

Tools

ITGlue

ConnectWise Manage

ConnectWise Automate

Job description

Supercharge your career at Nucleus Networks!

What makes Nucleus different from other Managed IT Services providers? To start, our focus goes beyond just keeping the lights on. We work with every one of our clients to help supercharge their business, transforming their IT from a system that just needs support to one that is driving business results and helping them grow.

We are a team of over 80 experienced professionals focused on providing industry-leading IT Services to clients across Canada. Headquartered in downtown Vancouver with operations in BC, Alberta and Ontario, Nucleus operates on a remote-first, hybrid work model.

We've been nominated as one of BC’s top 10 Best Workplaces and have been a top 5 Finalist for BC’s Best Company. We pride ourselves on our culture, our unique approach to delivering rapid-response IT services, and our continued obsession with providing the best client experience possible.

We’ve been recognized as one of North America’s top Managed IT Services Providers as well as one of the top ten MSPs in Canada. Our vision is to be the best MSP in Canada for SMBs and we are looking for talented people who want to be a part of our journey and help us get there!

Role Summary

As the Field Support Specialist, you will serve as the front line of technical support, responsible for going to client sites and ensuring they get the appropriate technical support needed to maintain and enhance daily operations. This role will resolve technical issues promptly and efficiently and elevate as necessary. The Field Support Specialist is expected to travel to and between client sites across the Lower Mainland throughout the work day. A valid Class 5 BC driver’s license and access to reliable transportation is required. Exceptional customer service and communication skills are critical.

General Duties and Responsibilities

• Travel to and between client locations on a daily basis to troubleshoot and resolve IT issues, deliver and configure IT equipment, and act as "hands and feet" for remote technicians.
• Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
• Utilize knowledge base resources, including ITGlue, and seek guidance from superiors and peers as needed.
• Update internal documentation and knowledge base resources to ensure accurate and up-to-date information is available for reference.
• Attend all required meetings, including Pod Huddles, one-on-one sessions, and team meetings.
• Collaborate with supervisors and appropriate stakeholders to ensure efficient use of resources which include seeking approval before initiating work on a solution, particularly for time-intensive tasks.
• Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
• Other duties as assigned.

Required Skills and Qualifications

• A minimum high school diploma is required; post-secondary education in a related field is an asset.
• 2-3 years of experience working in the IT field or at a Managed Services Provider.
• A valid Class 5 BC driver’s license is required, as is access to reliable transportation. This role is required to travel to and between client sites within the Lower Mainland on a daily basis.
• Familiarity with helpdesk and knowledge base tools (e.g., ITGlue, ConnectWise Manage & Automate) is a plus.

• Excellent computer literacy skills and skills in MS Office Suite.

• Ability to multi-task, prioritize and work independently.

• Ability to maintain confidential information.

Certifications

Ideally, you already have the following certifications under your belt:

• CompTIA A+, Network+ and Security+,
• Microsoft Certified: Azure Fundamentals (AZ-900),
• Microsoft 365 Certified: Fundamentals (MS-900),
• Cisco Certified Support Technician (CCST).

Bonus points if you have one of the following certifications in addition to the ones above:

• Microsoft Certified: Azure Administrator Associate (AZ-104),
• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102),
• Cisco Meraki Solutions Specialist (CMSS).

Perks!

• An award-winning culture and organization that focuses time and energy on YOU and fostering an awesome workplace
• Hybrid Remote Environment
• In-Person and Virtual Staff Socials – we offer an outgoing culture that provides lots of opportunities to connect with your co-workers
• Competitive Salary & Annual Vacation Time
• Comprehensive Benefits, including a Health Spending Account and RRSP Matching program
• Birthdays off!

All qualified applicants will receive consideration for employment without regard to Canadian experience, race, colour, ancestry, place of origin, religion, marital status, family status, physical or mental disability, sex, sexual orientation, gender identity or expression, or age.

AI technology is not used in Nucleus' hiring process.

This posting is to fill an existing vacancy.