IT Service Technician

Flynn Canada Ltd; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in technology support is seeking an IT Service Technician for their Vancouver office. The role involves managing end-user support requests, troubleshooting hardware, and providing excellent customer service. Ideal candidates will possess strong technical skills, a degree in a related field, and at least 2 years of IT support experience. The company offers funded training, a well-equipped gym, and comprehensive benefits.

Benefits

Funded training and development programs

Well-equipped on-site gym

Dental and supplemental medical plans

RRSP contributions

Employee and Family Assistance Program

Free parking and EV charging facilities

Family events

Qualifications

• At least 2 years of IT support experience.
• Industry certifications such as A+, N+, or ITIL are advantageous.

Responsibilities

• Respond promptly to support requests via phone, email, and other channels.
• Manage, deploy, secure, and support hardware, peripherals, software, and mobile devices.
• Record, triage, and manage support requests within the ticketing system.

Skills

Problem Solving

Communication

Customer Service

Analytical Skills

Education

Degree or diploma in Computer Science

Networking

Tools

Microsoft 365

Windows Server

AutoDesk

BlueBeam

MS Teams

SAP SuccessFactors

Intune/Autopilot

Job description

At Flynn, it's not just a job, it's a career. We are looking for an IT Service Technician to join our team at our Vancouver office (19175 22nd Avenue Surrey, BC), reporting to the Manager, Helpdesk. The role primarily involves handling end-user tickets and queries, managing and troubleshooting end-user computing hardware and applications, including mobile devices, printers, and computers. The position requires a mix of technical skills, strong communication, and customer service abilities. We are a collaborative team of high performers dedicated to providing excellent technology support and fostering career growth.

What we offer

• Funded training and development programs
• Well-equipped on-site gym
• Dental and supplemental medical plans
• RRSP contributions
• Employee and Family Assistance Program
• Free parking and EV charging facilities
• Family events

Responsibilities

• Respond promptly to support requests via phone, email, and other channels
• Provide excellent customer service with courteous and professional behavior
• Demonstrate strong problem-solving skills and create solutions to meet end-user needs
• Record, triage, and manage support requests within the ticketing system, including documenting actions and decisions
• Escalate tickets appropriately and follow up to ensure timely resolution
• Maintain the security and integrity of IT systems
• Manage, deploy, secure, and support hardware, peripherals, software, printers, telephony, and mobile devices
• Create and update knowledge base articles and documentation for users and IT staff
• Maintain inventory and receipts of all end-user hardware
• Perform other duties and projects as assigned
• Be available to work rotating shifts including evenings, weekends, and holidays
• Some travel within North America may be required

Technical Skills Required

• Proven problem-solving skills and knowledge of cloud computing
• Experience in installing, configuring, and troubleshooting hardware, network-enabled printers, AV equipment, telephony, and mobile devices
• Proficiency with Windows and mobile OS setup and troubleshooting
• Experience with Windows Server file and printer management
• Support experience with Microsoft 365, AutoDesk, BlueBeam, MS Teams, and Room System
• Familiarity with MS Dynamics SL and SAP SuccessFactors is a plus
• Ability to troubleshoot service requests, incidents, and problems
• Experience with vulnerability management, malware remediation, and security incident investigation
• Knowledge of diagnostic and logging tools for hardware, software, and network issues
• Ability to create knowledge base articles and user documentation
• Experience with deploying and managing computers via Intune/Autopilot is an asset

What we are seeking

• A self-starter with a passion for IT and the ability to work in a dynamic team environment
• Degree or diploma in Computer Science, Networking, or related field
• At least 2 years of IT support experience
• Industry certifications such as A+, N+, or ITIL are advantageous
• Strong analytical and problem-solving skills
• Excellent written and verbal communication skills
• Strong interpersonal skills and the ability to give and receive constructive feedback
• Ability to work independently and as part of a team