Technical Support jobs in British Columbia

About ALPHA IT

ALPHA, a rapidly expanding MSP on Vancouver Island, is in search of a dedicated and dynamic Senior IT Technician to join our office team. We're looking for someone who excels in a fast-paced setting, has a strong passion for technology, and consistently delivers exceptional customer service.

Position Overview

The primary focus of this role involves providing extensive remote IT support to our clients, acting as the escalation point, and meticulously documenting standard operating procedures. This will help our IT Technicians enhance their first call resolution rates. The role requires efficiently solving problems and surpassing client expectations by leveraging the resources our company provides.

Key Responsibilities

• Deliver top-notch IT support with an unwavering commitment to client satisfaction.
• Onboarding new clients, mapping out their IT infrastructure, and offering tailored recommendations.
• Utilize advanced tools and technologies to diagnose, troubleshoot, and resolve hardware, software, and network issues efficiently.
• Occasionally, conduct IT assessments to evaluate the effectiveness of client infrastructure and identify potential solutions.
• Engineer cost-effective IT solutions tailored to clients' business needs
• Proactively follow up on client issues, ensuring their concerns are addressed promptly.
• Document and communicate technical information clearly to both technical and non-technical audiences.
• Stay informed about the latest industry trends and technologies to maintain a competitive edge.
• Identify opportunities to improve processes and enhance the overall client experience.

Core Technical Experience

The ideal candidate will have strong working knowledge in many of the following areas:

• Microsoft 365: Exchange Online, SharePoint, OneDrive, Microsoft Teams, Microsoft Intune, Defender for Office 365.
• Azure / Cloud: Microsoft Entra ID, Conditional Access, Azure Virtual Machines, Resource Groups, Hybrid infrastructure, Identity and access management
• Windows Server & On-Prem Infrastructure: AD, Group Policy, DNS, DHCP, File Server, Print Server, Remote Desktop Services, Hyper-V, Certificate Services, IIS, Network Policy and Access Services, PowerShell.
• Networking & Security: Firewalls, Switches, Routers, VPNs, LAN/WAN, VLANs, Subnetting, Wireless access points and controllers, Cybersecurity best practices, Threat management, Backup and disaster recovery, Endpoint and identity security
• Experience with VoIP implementation is highly desirable and will be considered a strong asset.

Preferred Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, or related field, or equivalent practical experience.
• Experience working with Municipalities and First Nations communities is considered a strong asset.
• Relevant certifications are considered an asset, including: ITIL v4 Foundation, CompTIA Network+, CompTIA Security+, CCNA, Microsoft Certified: Azure Administrator Associate, Microsoft Certified: Security Operations Analyst Associate, Microsoft Certified: Identity and Access Administrator Associate, Microsoft Certified: Windows Server Hybrid Administrator Associate, SonicWall NSAA, or equivalent certifications.

What We’re Looking For

We’re looking for someone who:

• Brings a strong customer-first attitude to every client interaction
• Is equally comfortable with cloud platforms, on-prem infrastructure, cybersecurity, and networking
• Can confidently train and guide customers on newly deployed technologies
• Understands the importance of professionalism, documentation, accountability, and follow-through
• Wants to be part of a growing MSP that values initiative, technical excellence, and continuous improvement

What We Offer

• Extended health benefits, including: Dental care, Vision care, Life insurance
• Paid time off
• Overtime pay
• On-site parking

Job Types: Full-time, Permanent

Pay: $70,000.00-$80,000.00 per year

Benefits:

• Dental care
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care

Ability to commute/relocate:

• Courtenay, BC: reliably commute or plan to relocate before starting work (required)

Experience:

• IT support: 5 years (required)
• MSP: 4 years (required)

Location:

• Courtenay, BC (required)

Willingness to travel:

• 25% (required)

Work Location: In person