Job Description

Technical Support Specialist (Tier 2 | Managed Services)

Location: Remote – Lower Mainland, BC (Head Office in Burnaby)

Type: Full-Time | Managed Services Environment

About the Company

We’re a growing Managed Service Provider (MSP) based in Burnaby, supporting a diverse portfolio of small to mid-sized businesses across Canada. Our team of around 10 delivers proactive, process-driven IT services designed to help clients operate securely, efficiently, and confidently.

We value curiosity, accountability, and professional growth. Every team member has the opportunity to pursue certifications, expand their technical expertise, and play a hands-on role in improving client environments.

About the Role

We’re looking for a Tier 2 Technical Support Specialist to join our remote-first team. You’ll provide end-to-end IT support across Microsoft 365, networking, cloud, and infrastructure systems — helping clients stay connected and productive.

This role is ideal for someone with MSP experience who enjoys variety, client interaction, and continuous learning. Candidates with previous international IT experience are welcome to apply.

Key Responsibilities

• Provide remote (and occasional on-site) support for clients in the Lower Mainland
• Manage tickets, documentation, and updates in the PSA system
• Troubleshoot, configure, and maintain workstations, servers, and network devices
• Support cloud platforms (Microsoft 365, Google Workspace, Azure/AWS)
• Implement and maintain backup and disaster recovery solutions
• Work on projects involving VoIP, networking, and infrastructure upgrades
• Collaborate with senior engineers and leadership to design and deliver tailored IT solutions

Ideal Knowledge & Experience

• Previous experience in a Managed Services Provider (MSP) environment
• Excellent experience crushing tickets and prioritizing clients
• Strong with Windows Server, Active Directory, and Microsoft 365 administration
• Some exposure to SharePoint, Meraki, Ubiquiti, and UniFi networking gear
• Familiarity with RMM/PSA tools and documentation platforms (IT Glue or similar)
• Cloud experience with Azure, AWS, or Google Workspace
• Valid BC driver’s license and reliable transportation
• Excellent communication skills and customer focus

Nice to Have

• Background in small project delivery or coordination
• Familiarity with backup/disaster recovery tools
• Basic scripting or automation experience (PowerShell, Bash, etc.)

Why Join Us

• Remote-first environment with flexible hours
• Supportive, growth-oriented team culture
• Opportunities for certification and career advancement
• A chance to make a real impact in a growing MSP

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