Technical Support Specialist II

Stellar Recruitment Inc.; Vancouver; Vor Ort; CAD 55.000 - 69.000; Teilzeit

Zusammenfassung

Stellar Recruitment Inc. is seeking a Tier 2 Support Specialist to deliver high-quality IT support in a corporate head office setting in downtown Vancouver. The role emphasizes customer service, proactive communication with executives, and collaboration with IT teams and vendors.

You will troubleshoot and support Windows, Mac, 365, Exchange Online, and related technologies, with a focus on timely, professional service. This is an on-site, 12-month contract, five days per week in the office.

Qualifikationen

• 5+ years of recent Tier 2 IT support in a corporate office environment.
• Exceptional interpersonal and communication skills; polished, customer-focused demeanor.
• Excellent verbal, written, and presentation skills for diverse audiences, including VIPs.
• Strong technical knowledge: Windows, Microsoft 365, Exchange Online, Mac OS, iOS, networking, and remote support.
• Experience with ticketing platforms (e.g., ServiceNow) and coordinating complex issues to resolution.

Aufgaben

• Provide Tier 2 and occasional Tier 1 support via face-to-face, phone, email, chat, and remote channels.
• Diagnose, install, configure, and maintain computers, mobile devices, peripherals, apps, and Microsoft 365 stack.
• Build relationships with corporate partners and users at all levels; communicate technical info clearly and professionally.
• Collaborate with Tier 1, Tier 3 teams and vendors to resolve complex issues and ensure follow-through.
• Maintain incident and service-request docs in the ticketing system; contribute to knowledge base.

Kenntnisse

5+ years Tier 2 support

Interpersonal skills

Verbal & written communication

Customer service mindset

VIP/executive communication

Tools

ServiceNow

JAMF

Intune

Active Directory

Azure

SCCM

Exchange Online

Jobbeschreibung

This role requires candidates to be on-site downtown Vancouver, five days per week. Candidates not within commuting distance to Vancouver will not be considered

We are seeking a Tier 2 Support Specialist to provide high-quality technical support within a professional corporate head office environment. This role is ideal for a technically strong, personable, and service-oriented IT professional who enjoys working directly with employees and business partners, solving complex issues, and creating a positive technology experience. The successful candidate will be confident communicating with users at all levels of the organization, including senior and executive stakeholders, while collaborating closely with internal IT teams and external vendors to deliver timely, effective solutions. A strong customer-service mindset, polished communication style, and ability to build trusted relationships are essential to success in this role.

Responsibilities

• Provide Tier 2 and occasional Tier 1 technical support to employees through face-to-face, phone, email, chat, and remote channels, delivering a professional, responsive, and customer-focused experience.
• Diagnose, troubleshoot, install, configure, and maintain computers, mobile devices, peripherals, applications, Microsoft 365, Exchange Online, and other enterprise technology within established standards.
• Build strong relationships with corporate business partners and users at all levels, understanding their needs and communicating technical information clearly, professionally, and with patience.
• Collaborate with Tier 1 Service Desk, Tier 3 Network & Server Operations, Tier 3 Client Technology teams, and third-party vendors to resolve complex technical issues and ensure effective follow-through.
• Maintain accurate incident and service-request documentation in the ticketing system, contribute to Knowledge Base articles, and support ongoing IT service management and process improvements.
• Support technology procurement, upgrades, user training, security standards, and special IT projects while acting as a courageous safety leader and consistently adhering to corporate safety and environmental practices.

Qualifications

• 5+ years of recent Tier 2 IT support experience in a corporate office environment, with a demonstrated ability to support a diverse employee population and manage competing priorities.
• Exceptional interpersonal and communication skills, with a polished, approachable personality and a genuine commitment to delivering an outstanding internal customer experience.
• Excellent verbal, written, and presentation skills, with the ability to communicate effectively with technical and non-technical audiences, including VIP and executive-level users.
• Strong technical knowledge of Windows, Microsoft 365, Exchange Online, Mac OS, Apple products, iOS devices, hardware, software, networking, and remote support technologies; enterprise Apple support experience is highly valued.
• Strong troubleshooting, problem-solving, and incident-management capabilities, including experience with ticketing platforms such as ServiceNow and the ability to appropriately escalate and coordinate complex issues through resolution.
• Experience with enterprise tools and environments such as JAMF, Intune, Active Directory, SCCM, Azure, Desktop Authority, ActiveSync, Xerox multifunction printers, and Apple enterprise technologies is an asset; a background in customer service or hospitality is also valued.

Pay: $40 – $50 per/hour (MUST BE INCORPORATED if you're above $40)

12 month contract – five days in office with some flexibility