Job Description:
Our client is seeking a technically skilled L1 IT Support Technician to provide first-line technical support. This role is hybrid and includes some travel to client sites in Vancouver as needed. The ideal candidate has a solid understanding of IT support practices and is comfortable assisting end-users with Microsoft Teams, Cisco, Meraki, Active Directory, Group Policy Management, and other troubleshooting.
Key Responsibilities:
- Respond to and resolve L1 support requests, including hardware, software, and connectivity issues
- Utilizes strong knowledge with Cisco including Meraki and other networking technologies
- Provide remote troubleshooting assistance via phone, email, or remote desktop tools
- Support, troubleshoot, and administer Microsoft Teams/ Cisco Webex including user access, settings, and collaboration tools
- Escalate complex issues to higher-level when appropriate
- Document support activities and maintain accurate service records in the ticketing system
- Visit client sites in Vancouver to support onsite needs when required
- Maintain strong communication and professionalism with end-users and internal teams
Qualifications:
- Experience in a technical support or help desk role at a Managed IT Services Provider or Value-Added Reseller
- Strong knowledge of Microsoft 365, especially Microsoft Teams
- Experience working with Cisco Technologies (ex. Meraki, Webex, AnyConnect etc.) is ideal
- Familiarity with Windows OS along with group policy management, some firewall troubleshooting, active directory management etc.
- Excellent verbal and written communication skills
- Ability to manage time effectively and work independently
- Ability to travel locally to client sites as required
