IT Support Specialist

Nextgen Automation LTD; Burnaby; Remote; CAD 55,000 - 60,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

RRSP matching

Career growth

Modern tools

Collaborative culture

Remote-friendly Western Canada

Flexible work arrangements

Job summary

NextGen Automation LTD is seeking an IT Support Specialist to be the first point of contact for client support. You will handle remote and onsite issues, document ticket details, and escalate when needed.

You'll work across hardware, software, access, and connectivity problems, maintain client documentation, and contribute to service quality. The role offers fully remote work from Western Canada with competitive compensation.

Qualifications

• Respond to and triage incoming support requests per established response-time standards.
• Diagnose and resolve common hardware, software, access, connectivity issues remotely or onsite.
• Own assigned tickets through resolution with timely follow-up and escalation when needed.
• Capture complete issue details, troubleshooting steps, time entries, root causes, and resolutions in the ticketing system.
• Maintain and update client documentation and knowledge resources when gaps or changes are identified.

Responsibilities

• Respond to, triage, and manage incoming support requests in line with established response-time and priority standards.
• Diagnose and resolve hardware, software, access, connectivity, and end-user technology issues remotely or onsite.
• Own assigned tickets through resolution, ensuring timely follow-up, clear client communication, and appropriate escalation when required.
• Capture complete and accurate issue details, troubleshooting steps, time entries, root causes, and resolutions in the ticketing system.
• Maintain and update client documentation, standard operating procedures, and knowledge resources when gaps or changes are identified.
• Install and configure approved software and complete client-specific setup on new or replacement devices when assigned.
• Identify recurring issues, service patterns, and process gaps, and route feedback to the appropriate teams.

Skills

Customer-focused support

Remote & onsite support

Ticketing systems

Communication

Tools

Ticketing software

Job description

Salary Range: $55,000.00 To $60,000.00 Annually

IT Support Specialist

Role Overview

The Service Desk Technician is the first point of contact for reactive client support and is responsible for owning technical issues from initial response through resolution or appropriate escalation. The role delivers timely, professional remote and onsite support, keeps clients informed throughout the ticket lifecycle, and maintains accurate documentation. By identifying recurring issues and sharing practical feedback with the appropriate teams, the Service Desk Technician helps improve service quality, reduce reactive workload, and strengthen client trust.

Key Responsibilities

• Respond to, triage, and manage incoming support requests in line with established response-time and priority standards.
• Diagnose and resolve common hardware, software, access, connectivity, and end-user technology issues remotely or onsite.
• Own assigned tickets through resolution, ensuring timely follow-up, clear client communication, and appropriate escalation when required.
• Capture complete and accurate issue details, troubleshooting steps, time entries, root causes, and resolutions in the ticketing system.
• Maintain and update client documentation, standard operating procedures, and knowledge resources when gaps or changes are identified.
• Install and configure approved software and complete client-specific setup on new or replacement devices when assigned.
• Identify recurring issues, service patterns, and process gaps, and route feedback to the appropriate technical, strategic, client success, or centralized services team.
• Refer project work, billable moves, adds and changes, procurement requests, and other out-of-scope work to the appropriate owner.
• Follow Service Desk processes, escalation paths, and service standards, including first-in, first-out ticket handling and proactive updates on high-priority issues.
• Contribute to a positive client experience by demonstrating urgency, professionalism, accountability, and a commitment to resolving issues correctly.

What NextGen Offers

At NextGen Automation, we believe great people do their best work when they feel supported, valued, and empowered to grow. When you join our team, you'll find more than a job. You'll find a place where your contributions matter and your development is encouraged.

We offer:

Competitive compensation

• Comprehensive health, dental, and wellness benefits
• Group RRSP program with employer matching
• Career growth within a growing, technology organization
• Modern tools, equipment, and technology to help you succeed
• A collaborative, supportive, and people-first culture
• Flexible working arrangements - this role can operate fully remotely from anywhere in Western Canada
• Opportunities to make a meaningful impact on our customers and teammates

Our Culture is built around five core values:

• Be Supercool: Bring energy, positivity, and personality to everything you do and offer appreciation and support to your team.
• Think Customer First: Put our customers at the centre of our decisions.
• Act with Integrity: Do the right thing, every time.
• Be Dedicated: Take pride in our work and follow through on our commitments.
• Stay Agile: Embrace change, be curious and find better ways to get things done.

These values guide how we work, support one another, and create exceptional experiences for our customers.

If you're looking for a company where you can build your career, contribute to a great team, and make a real difference, we'd love to hear from you.