Role Overview
Crafty is seeking an IT Support Specialist based in Vancouver to provide first-line technical support for employees, primarily focused on the West Coast operations.
Although this is a remote-first role, the successful candidate will be expected to attend the Vancouver office periodically (approx. once every couple of weeks) to provide on-site assistance when required.
This position supports roughly 150 users across the West Coast, including Vancouver and Los Angeles, as well as collaborating with the wider global IT support team.
Key Responsibilities
Act as the first point of contact for IT-related issues and service requests on the West Coast.
Manage incoming IT support tickets, triaging, troubleshooting, and resolving where possible.
Escalate unresolved issues to the Systems Engineer or other senior IT team members.
Provide occasional on-site hardware and network support at the Vancouver office.
Handle user onboarding and offboarding, including:
Setting up accounts in Active Directory and Google Workspace.
Conducting IT orientation for new hires.
Support company-wide IT initiatives, tools, and systems, working closely with the global IT team.
Maintain accurate documentation of IT processes, issues, and solutions.
Tech Stack & Tools
Candidates should have strong familiarity with the following technologies:
Technology
Use Case
Microsoft Windows
All company workstations
Google Workspace
Productivity tools (Gmail, Docs, Drive, etc.)
Active Directory
User management & authentication
Ticketing Systems
Handling IT requests and incidents
Remote Support Tools
Supporting distributed employees
Experience with Visual Effects (VFX) or related creative industries is nice-to-have, but not essential.
Experience & Qualifications
Experience: ~3–5 years in IT support or similar technical support roles.
Hands-on experience with Windows environments and Google Workspace administration.
Knowledge of Active Directory for user provisioning and management.
Exposure to remote IT support environments and ticketing systems.
Any relevant IT certifications (e.g., CompTIA, Microsoft, Google Workspace) would be beneficial but not required.
Key Attributes & Soft Skills
Customer-focused mindset — this is a user-facing role supporting employees daily.
Excellent communication and interpersonal skills.
Proactive and adaptable in a fast-paced, growing company.
Team player — works collaboratively with the wider IT team while owning local responsibilities.
Strong problem-solving skills and a can-do attitude.
Team Structure
Reports to: Head of Technology
Works closely with:
A Systems Engineer based in Los Angeles.
A global IT support team covering other time zones.
HR and Operations teams for onboarding and account management.
Part of a 10-person technology team worldwide.
Growth & Development
Crafty is expanding globally, with recent office launches in Australia and growth in London.
On-the-job learning and potential mentorship from the existing West Coast Systems Engineer.
Why Join Crafty
Work in a high-growth, innovative company within the creative/VFX industry.
Be part of a global IT team supporting cutting-edge production environments.
Hybrid role offering the flexibility of remote work with occasional office collaboration.
Opportunities to develop technical skills and advance within the company.
Thank you for your interest in joining the Crafty Apes team. We are always looking for new talent to grow our business. Whether you are just starting out in your career or at a senior level, we invite you to explore openings across our studios.
