Technical Support Analyst III

Job Type Regular Full-Time
Remote Type Hybrid
Location Vancouver, Canada
Posting Range $75,300 - $125,500

Family is part of Definity, a Canadian multi-channel, property, and casualty insurance company whose success is founded on our family of companies’ long history of delivering a superior experience for those who count on us. We’re proud to help our customers, broker partners, employees, and communities adapt and thrive in a world of constant change. Our success in transforming into a digital leader in our industry is driven by a talented and engaged team with a passion for innovation and high performance.

To us, a seamless user experience is as important as the people behind it. That’s why we hire the most service-oriented individuals in BC and empower them with the tools they need to wow both our broker network and their clients. If a vibrant atmosphere with great people and an ambitious culture sounds like your kind of fit, apply to join us today.

Our ambition is to be one of Canada’s leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.

Family offers a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It’s better here.

What can you expect in this role?
We’re looking for a highly skilled Technical Support Analyst III to join our Technical Support Group (TSG). Reporting to the Technology Infrastructure Manager, you’ll support and continuously improve our on‑prem and cloud infrastructure—ensuring reliability, performance, and an exceptional user experience.

This role requires deep expertise across Microsoft ecosystems, advanced troubleshooting skills, and a passion for building resilient, secure, and scalable environments.

What you’ll do?
Responsibilities

• Provide Tier 3 technical support for internal and external customers who utilize Family’s systems.
• Participate in maintenance planning and performance management to ensure system platforms meet required service levels.
• Manage desktop/server hardware, operating systems, and host applications, including installation, administration, security, and issue resolution.
• Manage system changes and tools, including installation, activation, verification, and back‑out or recovery as needed.
• Develop and monitor backup and recovery procedures.
• Maintain the company’s web‑based point‑of‑sale architecture and websites.
• Maintain proprietary in-house applications.
• Create and maintain detailed documentation for systems and network infrastructure.
• Perform preventative maintenance for on prem systems and on Azure elements.
• Assist with testing and maintenance of IT disaster recovery procedures.
• Support the company’s WAN/LAN data networks.
• Administer Mitel, MS Server, IIS, SQL Server, MS Exchange Online, and CentOS/Linux/Unix environments. Apply monthly patches to all systems where applicable.
• Assist, coach, and mentor TSG staff.
• Perform occasional heavy lifting of technical equipment and infrastructure.
• Perform other duties as required.

Technical Expertise You Bring

• Advanced knowledge of the following technologies:
  • Microsoft Window Server/Desktop Operating Systems .
  • Windows Active Directory and Azure Entra environments.
  • DNS zones and records administration.
  • DHCP scopes and administration.
  • Microsoft SQL database administration, support and basic query knowledge.
  • Microsoft Exchange Online administration.
  • Microsoft Azure tenant administration.
  • Microsoft RDS Administration
  • Microsoft GP Dynamics
  • Microsoft o365 administration.
  • Network infrastructure, TCP/IP, EIGRP/RIP and BGP routing, redundant networking architectures, LAN, WAN, VPN, VLAN technology, wireless; 802.11a, g, n, etc.
  • Desktop hardware and software including but not limited to Windows 10, Office o365and Carbon Black products.
  • Microsoft Hyper-V Clustering, Hyper-V replication, SQL always on clusters and SQL log shipping.
  • Cisco/Dell network switching, port configuration, subnetting, VLANs and ACLs.
  • Storage iSCSI, FC, or 10g/40g over TCP switch administration.
  • Dell Blade Chassis
• Experience with workload and workflow process automation using Power Automate or Ansible or other workflow process automation tool.
• Strong experience with physical Dell Servers and storage RAID controllers.
• Hands on experience with disaster recovery technologies, including Veeam, Unitrends DPU, Hyper V replication, SQL log shipping.
• Experience with CISCO Routing and Switching
• Experience with enterprise scale next generation high availability firewalls, intrusion detection/protection, client VPN and site-to-site VPN technologies. Layer 7 Firewalls/Balancers
• Experience with configuration and administration of Dell Compellent/PowerMAX SAN and iSCSI technologies, or other similar technology (NETAPP).
• Familiarity with high availability and load balancing architecture on IIS web servers, and load/link balancing on networking equipment and clustering on Hyper-V.

Other Requirements

• Strong analytical and troubleshooting skills across servers, desktops, cloud, and networking.
• Self‑starter with excellent prioritization skills in high‑demand environments.
• Creative, solution‑focused thinker with ability to simplify processes.
• Able to work independently and collaboratively.
• Excellent communication and customer service skills.
• Comfortable working under pressure and meeting deadlines.
• Occasional after‑hours or weekend work for critical incidents.
• Ability to safely lift/move equipment as required.

Qualifications

• Diploma/degree in Information Systems, Computer Science, or related field; equivalent experience considered.
• Minimum 4 years of technical support experience (5 years preferred).
• Strong knowledge of Microsoft technologies on premise and on Azure, networking (LAN/WAN/VPN), and current industry trends.
• Previous phone‑based support experience required.
• Microsoft, Network+, Security+, CCNA, or similar certifications preferred.

Interested in this role, but don't meet every requirement? We encourage you to apply! We value diverse experiences and perspectives—great people bring value in many ways. If you believe you can excel in this role, tell us how. At Family, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.

What's in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Retirement savings program with company-matched RRSP contributions
• Generous time away, including vacation, personal leave, and birthday leave.
• Paid volunteer days and company matching on charitable donations.
• Competitive salary and benefits, including educational resources, tuition assistance, and paid time off to study for exams.
• Focus on inclusion with employee groups, access to BIPOC counsellors, and access to programs for working parents.
• Wellness and recognition programs
• Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market. In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.

You must be legally entitled to work in Canada. Qualified candidates are asked to please submit a cover letter outlining their suitability for this opportunity and a copy of their resume in one document.
We would like to thank all candidates for showing interest in this role and our company; however, only those selected for further consideration will be contacted.

Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: accommodationrequest@familyins.com.