IT Support Technician (Tier 1)

Red Rhino Networks Inc.; Abbotsford; On-site; CAD 45,000 - 58,000; Full time

Benefits offered by this job

Extended health benefits

Growth plan

Job summary

Red Rhino Networks is seeking an IT Support Technician (Tier 1) in Abbotsford, BC. This full-time role blends on-site and hybrid work with occasional travel to client sites.

You will be the first point of contact for clients by phone, email, and remote sessions, and you will document resolutions while growing through a dedicated Personal Growth Plan and Skills Matrix within our MSP environment.

Qualifications

• Solid comfort with Windows and Microsoft 365 as a confident user and troubleshooter.
• Ability to reason through everyday networking issues (Wi‑Fi, connectivity).
• Clear, friendly written and verbal communication.

Responsibilities

• Be the first point of contact for clients by phone, email, and remote sessions, sometimes on-site.
• Handle tickets from initial contact to resolution and document progress for the team.
• Work within MSP tools and help ensure smooth client support.

Skills

Strong communication

Troubleshooting

Customer service orientation

Education

Certifications (A+ / Network+)

Tools

Autotask

N-able

IT Glue

Microsoft 365

Entra ID

Windows

Job description

Red Rhino Networks

IT Support Technician (Tier 1)

Abbotsford, BC · On-site/Hybrid, with occasional travel to client sites · Full-time

$45,000–$58,000+ extended health benefits, and a real growth plan

Start your IT career somewhere that plans for your growth.

Red Rhino Networks is a Managed Service Provider (MSP) supporting small and medium-sized businesses across British Columbia. We handle IT for dozens of companies, which means our support team sees more kinds of problems in a month than most technicians see in a year. This is a Tier 1 role, the front line, and it's where a lot of excellent IT careers begin.

Why Tier 1 here is different

Most places tell you there's “room to grow” and leave it at that. We build the path:

• You get a Personal Growth Plan - your goals, written down, with time and budget behind them.


• A Skills Matrix shows you exactly where you stand today and what you're already good at.


• These form your growth roadmap which tells you precisely which skills move you to the next level, no guessing, no politics.

We plan for our clients' growth the same way we plan for yours.

What you will do

You'll be the first-person clients reach by phone, email, and remote session, and sometimes on-site. You'll work tickets from first contact toward resolution, escalating cleverly when you need to, and documenting as you go so the whole team stays fast. You'll spend your days in a modern MSP toolset, Autotask (tickets), N-able (remote monitoring), IT Glue (documentation), and Microsoft 365, Windows, and Entra ID, and you'll get comfortable with all of it quickly because you'll use it every day.

What we're really looking for

Technology we can teach. These are the things that make someone succeed here:

• You diagnose from first principles and aim for excellence, you reason through an unfamiliar problem, not just pattern‑match to the last one.


• You take absolute accountability for outcomes, not tickets. "Closed" and "actually fixed" are different things to you.


• You write documentation other people can follow, because you've been burned by bad docs.


• You grow forward by hunting the process or automation improvement, not just the next ticket in the queue.


• You act with integrity with client, communicating confidently and plainly, especially when the news is bad.


• You use AI responsibly to work faster, and you think critically about the security and governance side of doing that.

Required

• Solid comfort with Windows and Microsoft 365 as a confident user and troubleshooter (you fix your family's tech and enjoy it).


• Enough networking sense to reason through everyday issues, Wi-Fi, connectivity, "why won't this connect."


• Clear, friendly written and verbal communication.


• Legally able to work in Canada, and able to travel to client sites in the region (kilometers covered).

Nice to have (please don't self-select out if you don't have these)

• Any helpdesk, retail tech, or customer‑service experience.


• A+, Network+, or Microsoft certifications, or self‑taught skills you can show.


• Any scripting or automation you've tinkered with.


• Exposure to Active Directory/Entra, Macs, or small networks.


• We don't require a degree. Certifications, self‑taught ability, and how you think matter more.