IT Support Specialist Level 2/3

MatchBox Consulting Group; Vancouver; On-site; CAD 52,000 - 76,000; Full time

Job summary

MatchBox Consulting Group seeks an IT Support Specialist Level 2 for an on-site role in downtown Vancouver. You will take escalations from the helpdesk, resolve complex issues, and support legal software alongside enterprise Microsoft tools.

You will diagnose root causes, mentor junior staff, and participate in upgrades, migrations, and training sessions. Strong communication and calm judgment are essential for a fast-paced professional services environment.

Qualifications

• Degree in IT or related field or equivalent hands-on experience.
• Around 5 years in IT support, senior/escalation contact experience is a plus.
• Solid experience with Windows and Microsoft ecosystem (365, Exchange, Teams, SharePoint, OneDrive, Entra ID, AD, SQL).
• Networking troubleshooting skills: Wi‑Fi, LAN, DNS, DHCP, VoIP, VPN, firewalls.

Responsibilities

• Take escalations from the helpdesk and resolve difficult problems involving devices, applications, user access, and connectivity.
• Dig into the underlying cause of recurring problems and suggest lasting fixes.
• Support the specialized software that legal teams depend on.
• Prioritize incoming requests by urgency and business impact, and keep accurate records.
• Share in the on‑call schedule to handle critical issues after hours.
• Study ticket data to spot patterns and cut down on repeat incidents.
• Keep the knowledge base current and mentor junior support staff.
• Build training sessions and how-to guides for end users and IT colleagues.
• Contribute to upgrades, migrations, and rollouts, and lead smaller initiatives where it makes sense.
• Flag security concerns and help the team follow IT policies and controls.

Skills

Customer service

Troubleshooting

Escalation handling

Strong communication

Education

IT-related degree or equivalent hands-on experience

Tools

Microsoft 365

Exchange

Teams

SharePoint

OneDrive

Entra ID

Active Directory

SQL

Job description

MatchBox is urgently seeking an IT Support Specialist Level 2 for our downtown Vancouver based professional services client. This is an on-site role 5 days per week. The office is centrally located and highly accessible to transit.

IT Support Specialist (Level 2)

Your Day-to-Day

• Take escalations from the helpdesk and resolve difficult problems involving devices, applications, user access, and connectivity
• Dig into the underlying cause of recurring problems and suggest lasting fixes
• Support the specialized software that legal teams depend on
• Prioritize incoming requests by urgency and business impact, and keep accurate records
• Share in the on-call schedule to handle critical issues after hours
• Study ticket data to spot patterns and cut down on repeat incidents
• Keep the knowledge base current and mentor junior support staff
• Build training sessions and how-to guides for both end users and IT colleagues
• Contribute to upgrades, migrations, and rollouts, and lead smaller initiatives where it makes sense
• Flag security concerns and help the team follow IT policies and controls

What We're Looking For

• A degree in IT or a related field, or equivalent hands-on experience
• Around 5 years in IT support, including time as a senior or escalation contact (a legal or professional services background is a strong plus)
• Solid experience with Windows and the Microsoft ecosystem: Microsoft 365, Exchange, Teams, SharePoint, OneDrive, Entra ID, Active Directory, and SQL
• Practical networking troubleshooting skills covering Wi‑Fi, LAN, DNS, DHCP, VoIP, VPN, and firewalls
• Experience with boardroom and meeting room technology, such as Teams Rooms or Crestron (a bonus)
• Comfort working with service desk platforms and reporting on trends
• Working knowledge of productivity tools including Microsoft Copilot and Adobe
• Exposure to legal software such as iManage, Elite, or Copitrak (a bonus)
• Awareness of AI tools built for the legal industry (a bonus)
• Clear communication, strong customer service, and the ability to stay calm and organized when priorities compete

For more current job opportunities, Follow MatchBox at linkedin.com/company/matchbox-recruitment/

Equal Opportunities

MatchBox is committed to providing equal opportunities for all applicants. We welcome and encourage applications from people of all backgrounds, including members of minority groups such as racialized individuals, people with disabilities, LGBTQ+ individuals, and Indigenous peoples. It is a priority for us that all candidates are treated fairly and without discrimination. Our recruitment teams receive ongoing training on using objective criteria for evaluating candidates and other related topics to create an inclusive and welcoming environment for all.

Work Permits

Please note that we require all interested candidates to obtain the necessary work permits from the Government of Canada prior to submitting an application. This position is open exclusively to individuals residing in Canada and legally authorized to work in Canada. Applications not meeting these criteria will not be considered.

Further Consideration

We receive a high volume of applications and are only able to contact candidates who are selected for further consideration.