Support Specialist

About Terra DygitalTerra Dygital Solutions is a modern IT services firm headquartered in Vancouver, BC, delivering high-impact technology solutions to organizations across diverse industries. We specialize in cybersecurity advisory, business and systems architecture through our Virtual CIO services, custom application development, and managed services that optimize and secure critical IT environments. Our team partners closely with clients to solve complex challenges, drive operational efficiency, and enable long-term growth. Join a dynamic and rapidly growing team where you’ll work directly within client environments, solve real-world technical challenges, and play a critical role in delivering high-quality managed services whilst growing your skill set.
About this RoleAs a Support Specialist, your expertise in problem-solving is matched by your dedication to delivering high-quality customer service to clients and fellow technicians. You are recognized for your strong client-facing skills, ability to manage multiple priorities, and composure in urgent situations.This role is hybrid, requiring regular travel to client sites within the Calgary area. You will act as a frontline technical resource, delivering both remote and on-site support depending on workload and client requirements.
Under the guidance of the Team Lead and Technical Escalations Manager, you will be responsible for troubleshooting and resolving client issues while maintaining a high standard of communication and service delivery.
Key Responsibilities

• Support clients with technical issues involving Microsoft’s core business applications and operating systems.
• Act as the on-site client liaison for first-line tickets, providing hands-on troubleshooting and resolution.
• Deliver on-site support at client locations (1–5 days per week) based on ticket volume and business needs
• Serve as the face of Terra Dygital while working within client environments
• Perform hands-on troubleshooting across end-user devices, meeting room systems, networking, and infrastructure
• Coordinate with internal teams to escalate and resolve complex issues while maintaining client communication
• Support backup, disaster recovery, and business continuity solutions
• Assist new clients with onboarding and training
• Review project metrics to ensure service standards are met (ticket closures, utilization, response time, resolution time, CSAT, etc.)
• Provide support services for Microsoft and Cloud related technologies
• Provide technical services and support for client networks
• Provide remote access solution implementation and support
• Maintain project and client documentation
• Communicate with clients as required including keeping them informed of incident progress, notifying them of impending changes, or agreed outages
• Participates in regular team and client meetings
• Maintain a deep knowledge of technology products and services applicable to our clients and the industry in which they operate
• Provide support and guidance to more junior team members

Work Environment & Expectations

• Hybrid role with a mix of remote work and on-site client support
• Regular travel to client sites within the Calgary area is required
• On-site presence ranges from 1 to 5 days per week, depending on service demand
• Candidates must be comfortable working independently in client environments
• A stable internet connection is a requirement for this role.

Skills and Knowledge

• Strong understanding of operating systems, business applications, printing systems, and network systems
• Excellent interpersonal and communication skills
• Ability to diagnose and troubleshoot technical issues
• Mac proficiency preferred
• Ability to multi-task and adapt to changes quickly
• Ability to lead, motivate, and encourage team members
• Service awareness of the client's key IT services for which support is being provided
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Willingness to participate in an on-call rotation, providing timely support outside regular hours when required

Education and Experience

• Industry IT Certifications: Microsoft O365/Azure Role-based certification (or legacy equivalents)
• 2+ years’ experience working for an MSP or related company, an asset
• Experience working for an MSP or related company preferred
• Must be based in Calgary or the surrounding area
• Valid driver’s license and ability to travel between client sites preferred
• Pre-Employment Requirements
• Due to the nature of our client environments and access to sensitive systems, successful candidates will be required to complete:
• Criminal record check
• Credit check
• Employment is conditional upon satisfactory results.

Compensation and Additional Perks

• Competitive Compensation based on Skill set and experience can range between $55,000 - $75,000
• Comprehensive benefits package and time off policies
• Short Term Incentive Plans
• Company laptop
• Cellphone & Commuting Allowance
• Great environment & culture!