Telecommut
Love variety? In this hybrid position, you’ll split your week between remote troubleshooting and on-site visits at multiple Lower Mainland offices, with a minimum of three (3) days on location each week. Because our users count on a regular, in-person IT presence, the successful candidate must be able to reliably commute to the Greater Vancouver area.
From classic break/fix support to endpoint troubleshooting, SaaS administration, and occasional hands-on office support, you’ll be the friendly IT face our users depend on. The balance of your week, typically two (2) days, can be worked remotely.
This role is best suited to someone who is comfortable taking ownership of their work. We are looking for a dependable self-starter who can interpret requests, ask thoughtful clarifying questions, work through issues with appropriate independence, and follow tasks through to completion. You won’t be expected to know everything, and you won’t be working in isolation. Our team collaborates regularly, shares knowledge, and provides support when guidance or escalation is needed.
Responsibilities
End user support
Provide Windows and macOS break/fix support, including general hardware and software troubleshooting, Microsoft 365 support, Google Workspace support, basic networking troubleshooting, and boardroom A/V assistance.
On-site support
Assist with device swaps, workstation setups, printer and cabling issues, shipping and receiving hardware, and other hands-on support needs across our Lower Mainland offices.
Endpoint management
Troubleshoot devices provisioned through Intune / Autopilot and Jamf, including profiles, compliance, application deployment, and general device management issues.
Identity and SaaS administration
Perform user lifecycle tasks in Entra ID, on-prem AD, Google Workspace, and related SaaS platforms. Assist with MFA resets, licensing, access requests, account troubleshooting, Gmail, groups, shared drives, and general SaaS administration. Prior Google Workspace administration experience is an asset, but candidates should at minimum be comfortable learning and supporting it within a reasonable timeframe.
ITSM workflow
Log, track, and resolve tickets, meet SLAs, maintain accurate notes, and contribute to clear documentation in both tickets and knowledge base articles.
What You Bring
Technical
Interpersonal
- 2 to 4 years of help desk, desktop support, or field support experience
- Windows 10/11 and macOS troubleshooting experience
- Microsoft 365 support experience
- Experience with, or willingness to learn, Google Workspace administration, including Gmail, groups, users, shared drives, and access troubleshooting
- Hands-on support of Intune / Autopilot and Jamf-managed devices
- Entra ID / AD user and group administration
- Networking fundamentals, including switches, access points, VPN, DNS, DHCP, and basic connectivity troubleshooting
- Experience working in an ITSM platform and documenting work clearly
- Excellent written and spoken English
- Clear, friendly, and approachable customer service
- Organized, dependable, and detail-oriented
- Comfortable supporting users both remotely and in person
- Able to take ownership of requests by interpreting requirements, asking thoughtful questions, moving work forward, and knowing when to escalate or seek guidance
- Curious, adaptable, and comfortable learning on the job
- Able to manage priorities in a dynamic environment
- Patronum or other Google Workspace management tools
- Prior Google Workspace administration experience
- Prior Jamf administration or macOS management experience
- PowerShell or other scripting experience
- CompTIA A+ / Network+
- Microsoft Azure and security fundamentals, such as AZ-900, SC-900, or equivalent
- ITIL Foundation or experience working in an ITIL-aligned service desk environment
- Exposure to CIS Controls, security baselines, endpoint compliance, or identity security practices
- Experience supporting mixed Microsoft 365 and Google Workspace environments
- Experience with PrinterLogic, TeamViewer, Jamf, Intune, or similar support tools
- Additional hands-on networking or infrastructure support experience
- Able to commute reliably to Burnaby, Richmond, and Vancouver offices at least three (3) days per week
- Able to travel between Lower Mainland office locations as required
- Able to lift approximately 50 lbs and work in tight spaces when needed
- Eligible to work in Canada
- Able to pass a background check
- $60,000 to $80,000, dependent on experience and qualifications
- Competitive extended health and dental plan
- Collaborative environment with exposure to a wide range of technologies
- Mileage reimbursement and paid parking where applicable
- Company-provided cell phone
- Professional development budget and paid certifications
- Hybrid flexibility with a blend of remote focus time and dynamic field work
- Opportunity to build experience across Microsoft 365, Google Workspace, endpoint management, SaaS administration, and occasional infrastructure support
