IT Service Technician I

VC3, Inc.; Montreal; Remote; CAD 30,000 - 39,000; Full time

Job summary

VC3, Inc. is seeking an experienced technical support specialist to provide end-user assistance to clients across North America. This remote role emphasizes resolving issues efficiently and collaborating with a motivated team to keep client systems running smoothly.

You will triage incidents, troubleshoot hardware, VPN, DNS, and AD/Exchange services, and support IMAC requests while contributing to knowledge base and documentation. Prior ITIL familiarity is a plus.

Qualifications

• At least 1 year in a technical support or customer service role.
• Solid understanding of Windows OS (7–11), Office 365, Windows Server (2016–2025), Active Directory, DHCP, DNS, and Terminal Services, MS Entra environment.
• Demonstrated customer service orientation and ability to communicate clearly with clients.

Responsibilities

• Provide end user support to VC3 clients via inbound phone, email, and webchat, following ITIL triage model.
• Troubleshoot hardware, applications, VPN/remote access, DNS, and workstation performance.
• Support user accounts in Active Directory, Exchange, and O365 including setup/termination and password resets.
• Perform IMAC tasks, software installs, and system updates.
• Manage mobile and telephone support, including email setup and extensions.

Skills

Windows OS (7–11)

Office 365

Windows Server (2016–2025)

Active Directory

DHCP

DNS

Terminal Services

MS Entra

Customer service

Education

Post-secondary technical education

Job description

Description

At VC3, we don’t just solve IT problems — we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time.

Department: Service Delivery

Location: Canada - Remote

Description

At VC3, we don’t just solve IT problems — we own them. We serve hundreds of municipalities and organizations across the United States and Canada, bringing IT to the people who need it most. We believe in earning trust, having a growth mindset, and delivering excellence every single time.

Role will be working approximately 8-5 EST hours.

We're a team of doers, builders, and tech whisperers who live by 4 core values: Go Beyond | Own It | Be Curious | Serve as One

We pride ourselves on making IT personal, making IT easy, and getting IT right. And it all starts with our talented team that is committed to raising the bar.

The Impact you will have:

In this role, you will be responsible for providing technical support to VC3 clients, with a strong focus on resolving client requests to their satisfaction. You will also assist your Service Technician teammates with their incident ticket workload when needed.

What you will be doing:

• Provide end user support to VC3 clients via inbound phone, email and webchat, following ITIL founded triage model to determine the appropriate course of action
• Troubleshoot technical issues including hardware (monitors, keyboards, printers), applications, VPN/remote access, network drives, DNS, and workstation performance issues
• Support user account management in Active Directory, Exchange, and O365, including account set ups/terminations, password resets, email updates and permission changes
• Perform standard service tasks such as IMAC (installs, moves, adds and changes) requests, software installs, system updates
• Manage mobile and telephone support, including email set up on mobile, adjust phone systems, call forwarding and updating extensions
• Investigate spam/phishing emails, secure compromised email accounts, and complete malware scan and removal
• Escalate out of scope issues to the appropriate elevated team
• Ensure proper documentation by updating tickets, changing logs, internal guides, and knowledge base articles
• Participate in the on-call rotation (1 week every 3-4 months)
• Additional duties as required

The tools you bring:

• Minimum 1 year of experience in a technical support or customer service position OR recent technical education experience in a post-secondary environment
• Demonstrable understanding of Windows OS (7–11), Office Suite/365, Windows Server (2016–2025), Active Directory, DHCP, DNS, and Terminal Services, MS Entra environment
• Go Beyond– you take that extra step to create moments that are unexpected but appreciated.
• Own It - You have the courage to do what's right, the resolve to take responsibility, and the grit to cross the finish line.
• Be Curious - You challenge the status quo and aim for continuous improvement and constant learning.
• Serve as One - You believe that together, we are greater than the sum of our individuals, and that teamwork is essential to success.

What’s in it for you:

• Flexibility– We’re remote-first, but not remote-only. Some roles include an onsite component, depending on team needs. We aim to give you the flexibility to do your best work, plus company-paid time off to help you thrive in work and in life.
• Well-being & Support - Caring for our team goes beyond the workday. We offer a range of benefits to support your overall well-being, from mental health and leave support through our Employee and Family Assistance Program, to financial wellness through company-matched 401(k)/RRSP plans. Whether it’s today’s needs or tomorrow’s goals, we’ve got you covered.
• Grow with Us – Whether you’re just getting started or ready to take the next step, we are committed to investing in your growth. We offer structured development through our Leadership Academy, monthly learning sessions, mentorship programs, learning reimbursements, internal career fairs, job shadowing, and personalized career-pathing to support internal mobility.
• People-First Culture – We live our values, support each other, and create a space where everyone belongs. We have a common goal of doing work that matters, with autonomy, recognition, and a mission to serve those who serve.
• Transparent Leadership – From open communication to clear company goals, our leaders are involved, and our managers are here to support your growth every step of the way.

Applicant selected will be subject to a criminal and department of motor vehicles background checks and must meet Criminal Justice Information Systems (CJIS) requirements post-employment