Technical Customer Support Specialist - Vancouver

Position Summary :

Our client is seeking a skilled IT Support Specialist to join their IT team. Reporting to the Director of IT, you’ll gain a comprehensive understanding of our client’s infrastructure and services while supporting the ongoing maturation of the business.

The ideal candidate for this IT Support Specialist role is an excellent communicator who is organized, adaptable to rapidly changing priorities, and passionate about delivering exceptional customer service to internal staff.

They thrive in a fast-paced environment, enjoy tackling new challenges, and contribute to technical development by bringing innovative ideas for improvements.

Key Responsibilities :

• IT Support : Serve as the frontline support for IT tickets, addressing, categorizing, and escalating issues across Windows, MacOS, and Linux environments.
• Customer Service : Deliver exceptional service experiences, consistently meeting or surpassing service level agreements.
• Documentation : Maintain comprehensive and user-friendly documentation, crafting knowledge base articles.
• Ticket Management : Champion organization and meticulousness in ticket management.
• Continuous Improvement : Identify and implement enhancements to systems and processes.
• Asset Management : Facilitate the deployment and lifecycle management of user systems.
• Problem-Solving : Exhibit reliability and thoroughness in problem-solving.
• Relationship Building : Foster constructive relationships with colleagues.
• Mentorship : Cultivate mentorship capabilities, sharing expertise and supporting colleagues' professional growth.

Experience & Qualifications :

• Education : Bachelor’s degree in Computer Science or related field, or equivalent work experience.
• Experience : 3+ years in a helpdesk or IT support role supporting internal teams.
• Certifications : Relevant certifications are welcomed.

Skills :

• Strong experience using Jira Service Management
• Understanding of ITIL / ITSM concepts
• Supporting Windows 11, MacOS, and Linux (Ubuntu) endpoints
• Ability to support GSuite and Microsoft 365 environments
• Understanding of SSO and SAML concepts
• Experience with Microsoft InTune, Autopilot, Azure AD, and / or Entra ID

Traits :

• Positive attitude and willingness to create robust solutions
• Focus on providing high-quality and timely customer service
• Optimistic listening and conflict resolution skills
• Outstanding communication and documentation abilities
• Personal accountability and ownership
• Exceptional analytical, problem-solving, and troubleshooting skills
• Efficient time-management abilities
• Ability to positively influence others
• Determination and a positive attitude towards new challenges
• Patience, persistence, and meticulousness in issue resolution
• Passion for advancing human-like intelligence in machines

Annual compensation of $70,000 to $90,000 based on experience.

About the Company : Represented by Mindfield, our client is an innovative leader in the field of artificial intelligence and robotics, based in Vancouver, Canada.

The company is committed to providing competitive wages, benefits, and opportunities for professional growth.

About Mindfield : Our purpose is to help great people find jobs they love with employers who care. Since 2005, we've connected over 100k Canadian job seekers with a new opportunity.

We provide permanent recruiting solutions for hourly job seekers across a variety of industries such as Light Industrial, Call Centre, Retail, Grocery and Food & Beverage.

Our team delivers screened candidates from our proprietary database through simplified technology built for today's Hiring Manager.

Mindfield is committed to celebrating our diversity and inclusiveness within our team, our communities, and the partners we support.

To learn more about how Mindfield can help your company find your next great employee, please visit www.mindfieldjobs.com