Service Desk Engineer — 24/7 IT Support & Troubleshooting

twentysix; Vancouver; On-site; CAD 42,000 - 56,000; Full time

Job summary

twentysix in Vancouver, Canada is seeking an entry-level Technical Support specialist to triage and resolve IT issues for client platforms. You will participate in a 24/7 service desk, ensure SLA adherence, and guide clients through platform configuration.

Ideal candidates have 0–2 years in tech support, strong English communication, and a proactive, problem-solving attitude. Familiarity with e-commerce and ticketing tools is a plus, with weekend night shifts on rotation.

Qualifications

• 0–2 years in technical support or IT service desk.
• Familiar with e-commerce concepts and terminology.
• Experience triaging issues in a ticketing system.
• Comfortable working with vendor platform support teams.
• Strong communication in written and spoken English.
• Self-motivated, proactive learner with problem-solving mindset.
• Willing to work weekend night rotation (Fri–Sun, 12h).

Responsibilities

• Triage issues in Jira Service Management and own them to resolution.
• Diagnose, analyze, troubleshoot and resolve IT problems for client platforms.
• Provide guidance to client personnel to empower self-service.
• Lead conversations and guide clients through platform configuration.
• Work as part of a Service Desk team in a 24/7 support environment.
• Adhere to SLAs and service timelines; escalate when needed.
• Communicate with senior client stakeholders about complex ideas.
• Update Knowledge Bases with discovered solutions.
• Maintain accurate records of issue resolution and troubleshooting steps.
• Execute end-to-end deliverables according to a plan.

Skills

Technical aptitude

English communicator

Problem solving

Customer focus

Team collaboration

Weekend night schedule

Tools

Jira Service Management

Grafana

Datadog

Azure

BigCommerce

Commercetools

Job description

twentysix in Vancouver, Canada is seeking an entry-level Technical Support specialist to triage and resolve IT issues for client platforms. You will participate in a 24/7 service desk, ensure SLA adherence, and guide clients through platform configuration.

Ideal candidates have 0–2 years in tech support, strong English communication, and a proactive, problem-solving attitude. Familiarity with e-commerce and ticketing tools is a plus, with weekend night shifts on rotation.