Technical Support Specialist

ICBC (Insurance Corporation of British Columbia); North Vancouver; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Shift premium 8.5%

Overtime opportunities

Job summary

ICBC in British Columbia is hiring a Technical Support Specialist for the IS Technology Operations Centre. You will monitor system queues, respond to capacity or performance issues, and help ensure services meet SLAs.

Key duties include incident logging, escalation, health checks, and IT service requests via JIRA. You’ll work with multiple ISD teams to maintain infrastructure, artifacts, and security updates. This role includes after-hours support with a shift pattern and a premium.

Qualifications

• Experience with IT service management practices (ITIL) and incident management.
• Ability to monitor, troubleshoot, and resolve infrastructure incidents.
• Familiarity with system monitoring and alerting tools.
• Proven documentation and knowledge transfer skills.

Responsibilities

• Respond to system alerts and incidents, investigating and resolving where possible.
• Coordinate high-priority incident escalation and logging of events.
• Support Servers, Citrix, Nutanix, Network, Storage, Desktops, batch jobs and ICBC core apps; restart services and apply patches.
• Handle IT service requests via JIRA; perform server snapshots and data changes.
• Perform daily and production health checks; conduct verification testing.
• Provide IT Service Desk support outside core hours for internal customers.
• Use privileged access to troubleshoot and manage servers and administrative settings.
• Work with ISD teams for maintenance and task execution of infrastructure systems.
• Document knowledge and perform cross-training to transfer skills.

Skills

Incident management

ITIL

System monitoring

Troubleshooting

Documentation

Cross-training

Health checks

Communication

Tools

JIRA

Splunk

AKIPS

Nagios

SCOM

APM tools

Job description

We welcome applications from all qualified job seekers. Should you require any accommodations, including alternative interview formats, assistance with online assessments, or an ASL interpreter, throughout the application or hiring process, please email your request to [e-mail] – we are committed to ensuring an accessible experience for all candidates.

At ICBC, we strive to build diverse teams which reflect the communities we serve. To support this, we’ve created two talent communities for Indigenous Peoples and People with Disabilities. By joining one of these communities, you’ll connect with our recruitment team who will guide you through the application process and help you explore opportunities at ICBC. Of course, you’re welcome to apply for jobs at ICBC whether or not you join a talent community.

We look forward to hearing from you!

We are hiring a Technical Support Specialist for a Temporary Fulltime opportunity.
The IS Technology Operations Centre (TOC) team provides 24/7 support and strives to reduce both the impact and duration of outages of ICBC systems through effective alerting and monitoring; timely, clear and concise communication, and consistent incident handling.
As a Technical Support Specialist within the TOC team, you will provide support for ICBC’s computing platforms. This includes monitoring system queues; responding to system capacity or performance issues; ensuring systems, databases, and transactions are available as per Service Level Agreements.

Position Requirements

Your key deliverables:

• Responding, investigating, troubleshooting, escalating, and/or resolving system alerts.
• Coordination of high-priority incidents, incident logging and escalation.
• Working in conjunction with other ISD teams to provide support, maintenance & task execution for Infrastructure systems and applications (Servers, Citrix, Nutanix, Network, Storage, Desktops, ICBC core applications, batch jobs) Stopping/starting queues; restarting services and applying patches, updates and fixes; applying regular security patches; and software enhancements.
• Execution of ad-hoc IT Service requests via the JIRA request system. (server snapshots, Control-M job handling, data change)
• Performing daily health checks, ad hoc health checks & production verification testing (PVT)
• IT Service Desk outside of core business hours for our internal customers.
• Experience utilizing privileged access to support servers, troubleshooting system alerts, executing IT service requests, and viewing administrative settings.
• Experience with Infrastructure monitoring tools such as Splunk, AKIPS, Nagios, SCOM and Application Performance Monitoring (APM) tools.
• Knowledge of ITSM best practices such as ITIL, incident, problem and change management, and service operations Management.
• Self-motivated # able to learn new technologies quickly.
• Strong support documentation skills, cross-training & knowledge transfer.

Employees will generally be scheduled to work the following pattern: four-day shifts followed by three days off, then four night shifts followed by four days off and then four afternoon shifts followed by three days off. Employees will receive an 8.5% shift premium. There are opportunities for overtime.

About us

At ICBC, it’s our job to make sure the car insurance system works for all British Columbians, today and in the future. Check out our ICBC Year in Review 2025 to learn more about what we've accomplished! If you want to make the most of your skills and expertise while growing your career, we want you. A career at ICBC is an opportunity to be part of a talented, diverse and inclusive team that is driven to serve its customers and community. You can expect a competitive salary, comprehensive benefits and a collaborative work environment. If you are reliable and dependable, contact us today to be part of our talented and diverse team as we work together to create an insurance system we can all be proud of.

Our values guide how we interact with customers, partners, and each other. They shape our decisions and create a culture where employees feel inspired and empowered to do their best work.

• Collaborative: We include different perspectives to reach our common goals.
• Supportive: We seek to understand to meet diverse and evolving needs.
• Straightforward: We simplify the complex to make things easier.
• Knowledgeable: We gain knowledge through experience and learning to make informed decisions.

Work arrangements defined

• Hybrid 8 you will work a minimum of 2 days per week at your primary office headquarters, subject to operational requirements. The remaining days will be remote within British Columbia.

Only candidates legally entitled to work in Canada will be considered for this position.

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