Technical Support Analyst I

Job Type Regular Full-Time
Remote Type Hybrid
Location Vancouver, Canada
Posting Range $45,000 - $82,100
Number of positions 01
Family is part of Definity, a Canadian multi-channel, property, and casualty insurance company whose success is founded on our family of companies' long history of delivering a superior experience for those who count on us. We're proud to help our customers, broker partners, employees, and communities adapt and thrive in a world of constant change. Our success in transforming into a digital leader in our industry is driven by a talented and engaged team with a passion for innovation and high performance.
To us, a seamless user experience is as important as the people behind it. That's why we hire the most service-oriented individuals in BC and empower them with the tools they need to wow both our broker network and their clients. If a vibrant atmosphere with great people and an ambitious culture sounds like your kind of fit, apply to join us today.
Our ambition is to be one of Canada's leading and most innovative P&C insurers. Come be a part of our journey, and love what you do.
Family offers a flexible, hybrid work experience where employees work from the office and virtually depending on the type of work they are doing and who they are working with. Bring your true self and be a part of our journey. It's better here.
What can you expect in this role?
We are looking for a Technical Support Analyst I who is passionate about technology and delivering exceptional customer service. In this role, you will provide frontline technical support to internal and external business users while helping maintain the stability, availability, and performance of Family's technology environment.
You will be responsible for troubleshooting hardware, software, network, and user access issues, supporting Microsoft technologies, and assisting with day-to-day IT operations. Working closely with the Technology team, you will play an important role in ensuring a seamless user experience across the organization.
What you'll do?
Responsibilities

• Provide Tier I and Tier II technical support for internal and external users of Family's systems and applications.
• Manage, troubleshoot, and resolve support requests through phone, email, and the internal ticketing system.
• Support desktop hardware, printers, operating systems, and business applications, including installation, configuration, administration, and issue resolution.
• Assist with user onboarding, account setup, hardware provisioning, and access management.
• Perform system changes, upgrades, software installations, testing, and recovery activities.
• Monitor backups and assist with backup rotation and maintenance processes.
• Support Microsoft 365, Windows Server/Desktop environments, network infrastructure, and other core technology platforms.
• Create and maintain technical documentation for systems, processes, and network configurations.
• Perform routine maintenance activities, including patching, updates, and system health checks.
• Assist with disaster recovery testing and ongoing maintenance of recovery procedures.
• Conduct daily system monitoring and operational checks to ensure platform availability and performance.
• Provide basic administration and support for Microsoft SQL Server environments.
• Participate in operational improvement initiatives and other duties as required.

What You Bring
Qualifications

• Technical diploma, certificate, or equivalent education in Information Technology, Computer Systems, or a related field.
• Microsoft certifications are considered an asset.
• 1–3 years of experience in a technical support or help desk environment.
• Experience providing customer service and phone-based technical support.

Skills and Experience

• Knowledge of Microsoft Windows Server and Desktop operating systems.
• Working knowledge of Microsoft 365 administration and support.
• Understanding of virtualization technologies.
• Knowledge of network infrastructure fundamentals, including TCP/IP, DNS, DHCP, switches, and routers.
• Familiarity with Mitel (formerly ShoreTel) phone systems is an asset.
• Basic knowledge of Microsoft SQL Server is an asset.
• Strong analytical and troubleshooting skills with the ability to identify root causes and implement effective solutions.
• Ability to prioritize multiple tasks and manage both scheduled and urgent support requests.
• Excellent verbal and written communication skills.
• Strong customer service orientation with a focus on responsiveness and professionalism.
• Ability to work independently and collaboratively in a team environment.
• Comfortable working in a fast-paced environment and meeting deadlines.

Nice to Have

• Exposure to insurance industry technology environments.
• Experience with system monitoring, backup solutions, or disaster recovery processes.
• Experience supporting hybrid cloud and on-premises environments.

Interested in this role, but don't meet every requirement? We encourage you to apply! We value diverse experiences and perspectives—great people bring value in many ways. If you believe you can excel in this role, tell us how. At Family, inclusion, diversity, and equity aren't just "nice to have" — they're essential to our success.
What's in it for you?

• Hybrid work schedule for most roles
• Company share ownership program
• Retirement savings program with company-matched RRSP contributions
• Generous time away, including vacation, personal leave, and birthday leave.
• Paid volunteer days and company matching on charitable donations.
• Competitive salary and benefits, including educational resources, tuition assistance, and paid time off to study for exams.
• Focus on inclusion with employee groups, access to BIPOC counsellors, and access to programs for working parents.
• Wellness and recognition programs
• Discounts on products and services

Actual salary for the role may vary depending on work location of the successful candidate and other factors including but not limited to, skills, education, experience, working conditions and the local labour market. In addition to base pay, eligible employees may participate in various incentive plans which are paid out at the discretion of the company and subject to individual and company performance.
You must be legally entitled to work in Canada. Qualified candidates are asked to please submit a cover letter outlining their suitability for this opportunity and a copy of their resume in one document.
We would like to thank all candidates for showing interest in this role and our company; however, only those selected for further consideration will be contacted.
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected].