IT Technical Specialist

Netdigix-Systems-Inc-3; Burnaby; On-site; CAD 70,000 - 95,000; Full time

Job summary

Netdigix Systems is seeking a client-focused MSP Level 2 Technical Specialist in Vancouver. You will own Level 2 tickets, troubleshoot Server, 365, AD, virtualization, and network issues, and guide Level 1 technicians.

You’ll perform routine infrastructure work with senior staff guidance and maintain professional client communications. The role emphasizes on-site client visits, proactive documentation, and strong ownership over ticket resolution within SLA, supporting a diverse client base

Qualifications

• Minimum 3–5 years in technical support, systems administration, or IT client-services.
• MSP experience is required.
• Willingness to learn unfamiliar technologies and take ownership of issues.
• Able to accept feedback and work collaboratively.
• Valid driver's license and reliable vehicle for onsite client visits.
• Available for an on‑call rotation.
• Experience with RMM/PSA tools, preferably N-able N-central and ConnectWise Manage.

Responsibilities

• Own, investigate, resolve, document, and elevate Level 2 tickets within SLA.
• Troubleshoot Windows Server, Microsoft 365, AD, virtualization, networking, firewalls, VPNs, and endpoint issues.
• Review ticket history and documentation before escalation.
• Support and guide Level 1 technicians on escalated requests.
• Perform routine infrastructure work with direction, including migrations and domain controller changes.

Skills

Troubleshooting mindset

Ownership & accountability

Client-service orientation

Onsite readiness

RMM/PSA tools experience

N-able N-central

ConnectWise Manage

Education

Diploma or bachelor's degree in Computer Science or Information Technology

Tools

N-able N-central

ConnectWise Manage

VMware

Hyper-V

Cisco Firepower

Job description

Netdigix Systems is a recognized leader in IT Managed Services, Cloud Hosting, and IT Project Consulting across Vancouver and the Lower Mainland. We deliver proactive, SLA-driven IT support and tailored technology solutions to our clients.

We are looking for a strong, client-focused MSP Level 2 Technical Specialist who can take ownership of service tickets, learn client environments, troubleshoot independently, and provide technical guidance to Level 1 technicians when needed.

Why Join Us?

• Work across a diverse client base and build hands‑on experience in managed services, cloud, cybersecurity, networking, and virtualization.
• Complete meaningful routine infrastructure work with clear direction and support from senior technical staff.
• Join a collaborative team that values accountability, curiosity, clear communication, and continuous learning.

About the Role

As an IT Technical Specialist Level 2, you will own and resolve Level 2 service requests in a fast‑paced MSP environment. You will investigate issues thoroughly, use available documentation and ticket history, communicate professionally with clients and colleagues, and keep work moving without needing step‑by‑step supervision.

This role is for a capable Level 2 technician who can complete routine infrastructure work once the objective and design are established. Larger or more complex projects will be directed and reviewed by senior team members; this position is not expected to independently architect complex solutions or act as the primary technical contact for assigned client accounts.

Key Responsibilities

• Own, investigate, resolve, document, and elevate Level 2 tickets within SLA.
• Troubleshoot Windows Server, Microsoft 365, Active Directory, virtualization, networking, firewalls, VPNs, and endpoint issues.
• Review ticket history and documentation before escalating issues.
• Support and guide Level 1 technicians on escalated requests.
• Complete routine infrastructure work with direction, including server and Hyper‑V migrations, domain controller replacements, Cisco Firepower firewall work, managed‑switch replacements, VLANs, and Microsoft 365 administration.
• Maintain accurate documentation and communicate professionally with clients and internal teams.
  

Qualifications

• 3–5 years of technical support, systems administration, or IT client‑services experience.
• MSP experience is required.
• Strong troubleshooting mindset, ownership, organization, and willingness to learn unfamiliar technologies.
• Able to accept feedback and work collaboratively.
• Valid driver’s licence and reliable vehicle for onsite client visits.
• Available for an on‑call rotation.
• Experience with RMM/PSA tools, preferably N‑able N‑central and ConnectWise Manage.
  

Technical Skills

You should have hands‑on experience with:

• Windows Server 2016–2022, including Active Directory, Group Policy, file and share permissions, domain controller administration, and server administration.

• Microsoft 365 and Exchange administration.

• VMware and Hyper‑V virtualization, including virtual machine management and routine host replacement or migration work.

• Enterprise workstation deployment, configuration, and troubleshooting.

• Networking fundamentals, including switches, routers, VLANs, DNS, DHCP, and VPN connectivity.

• Firewall configuration and troubleshooting, preferably Cisco Firepower, Fortinet FortiGate, and Ubiquiti UniFi.

• Endpoint protection, incident response, and remediation using tools such as SentinelOne, Bitdefender, and FortiClient EMS.

• Remote monitoring and management tools, ticketing systems, and technical documentation.

Preferred Credentials

• CompTIA Network+ or equivalent practical experience.

• Microsoft certifications, CCNA, or comparable certifications are an asset.

• Diploma or bachelor’s degree in Computer Science, Information Technology, or a related field is an asset.

• ITIL or IT project coordination experience is an asset.

What Success Looks Like

• Level 2 incidents are owned, resolved accurately, and completed within SLA.
• Client environments and ticket histories are understood well enough to troubleshoot confidently and elevate thoughtfully.
• Routine infrastructure work is prepared, executed, and documented reliably once scope and design are established.
• Level 1 technicians receive practical support and clients feel informed and well supported.
• Documentation is current, communication is constructive, and recurring issues are reduced through thorough investigation.