Senior IT Technician

Innovation Networks; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

A technology support company in Vancouver seeks a Senior IT Technician to provide exceptional client service and technical support. The ideal candidate should have 2-3 years of experience with problem-solving and troubleshooting, excellent communication skills, and relevant IT certifications. Responsibilities include resolving trouble tickets, configuring equipment, and maintaining customer relationships. Flexible working hours apply.

Qualifications

• 2-3+ years in IT Service and Support.
• Reliable vehicle and valid BC driver's license for client site visits.
• Experience with security tools and backup technologies.

Responsibilities

• Resolving trouble tickets and recommending infrastructure improvements.
• Configuring and troubleshooting hardware and software.
• Supporting network equipment and security systems.

Skills

Strong oral and written communication skills

Technical troubleshooting skills

Polished interpersonal skills

Education

At least two recognized certifications (A+, Network+, Security+, Microsoft, Cisco)

Tools

MS Office applications

Networking tools

Job description

We are seeking an enthusiastic, talented senior IT technician to work with the Innovation Networks team in support of our clients. The role involves providing high-level client service, developing strong relationships, supporting users locally and remotely, maintaining system documentation, and contributing to IT projects. Candidates must be able to multi-task, pay attention to detail, maintain professionalism, and adapt to a growing environment.

This position requires delivering exceptional client and customer-focused technical support through multiple channels such as email and phone, following issues through to resolution. The ideal candidate is dynamic, collaborative, and team-oriented.

What Innovation Networks is Looking For:

• Strong oral and written communication skills
• Ability to interact effectively with all management levels
• Polished interpersonal skills and professional demeanor
• Excellent organizational skills with motivation, self-direction, and time management
• A strong desire to learn
• A customer and peer-wowing personality
• Experienced IT professional

Skills and Attributes:

The qualified candidate must have:

• Reliable vehicle and valid BC driver's license for client site visits
• 2-3+ years in IT Service and Support
• At least two recognized certifications (A+, Network+, Security+, Microsoft, Cisco)
• Technical troubleshooting skills and high-level ability
• Strong listening and communication skills, with the ability to de-escalate issues
• Troubleshooting experience with:
• MS Office applications; Office 365 support experience is a plus
• Microsoft cloud and on-premise environments: desktop/server OS, Active Directory, Azure, Entra ID
• Networking: routing, switching, firewalls, servers, workstations

Additional Skills:

• Experience with security tools, backup technologies, virtualization, RMM tools, and trouble ticket systems

Key Responsibilities:

• Resolving trouble tickets and recommending infrastructure improvements
• Communicating ticket updates to clients
• Configuring and troubleshooting hardware and software
• Supporting network equipment, security tools, and backup systems
• Visiting client sites as needed
• Working flexible hours to meet deadlines, primarily 8:30 am to 5:00 pm PST
• Providing superior customer service and telephone etiquette
• Assessing and resolving complex problems
• Incident and user account management
• Asset management and hardware maintenance
• Tracking work hours and submitting timesheets

Additional Assets:

• Experience with Sophos, Fortinet, SonicWall
• Virtualization, cloud hosting, RMM tools, trouble ticket systems

Languages:

• Fluent in English (spoken and written)
• French fluency is a plus