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