Junior IT Support Specialist

Full job descriptionAbout UsCloud Collective is a Vancouver-based managed IT services company. We deliver cloud and server solutions for small and medium-sized businesses across legal, manufacturing, and non-profit sectors. We are a tight-knit team of 13, and we hold a high bar for two things: systems that stay up, and clients who trust us.The RoleThis is a junior role, and we mean it. You will be the first point of contact for client requests, working a live ticket queue with senior engineers beside you. We expect you to arrive with solid fundamentals and curiosity, not a decade of enterprise experience.Over your first year you will get deep exposure to real client environments: Microsoft 365, Windows Server, networking, and the automation work that keeps a small MSP efficient. Where you take it from there is up to you.Your success is measured by client satisfaction, the reliability of the systems you touch, and your own technical growth.What You'll Do

• Act as first point of contact for client requests by phone, email, and ticket, and own tier 1 and tier 2 issues end to end.
• Troubleshoot Windows desktops, Microsoft 365, printers, and common business applications.
• Handle day-to-day user administration: account setup and offboarding, password and MFA resets, permission changes.
• Escalate cleanly to senior engineers, with the context and the steps you already tried.
• Write clear documentation for internal and client use, and keep it current.
• Assist senior engineers on projects and on the automation work that reduces repeat tickets, with a path to leading that work as you grow.

What We're Looking For

• Hands-on troubleshooting of Windows desktops and Microsoft 365, whether from a job, a co-op, a home lab, or study.
• Customer service experience. You are the calm voice for someone whose day just broke.
• Clear communication in writing and in conversation, including the ability to explain a technical issue to a non-technical client without condescension.
• A habit of writing things down. Documentation is part of the job, not an afterthought.
• Resourcefulness. You try things, read the error, and search before you escalate.

Background: A post-secondary IT diploma or certificate (BCIT, Langara, and similar), industry certifications (CompTIA A+ or Network+, MS-900, AZ-900), or equivalent hands-on experience. Self-taught and career-changing candidates are welcome to apply.Nice to HaveAny exposure to the following will help you hit the ground running, but none of it is required:

• Networking fundamentals (DHCP, DNS, NAT, ACLs)
• Windows Server (Active Directory, Group Policy, Hyper-V)
• Cloud platforms (Azure, AWS)
• Scripting (PowerShell, Python)

What We Offer - Aside from whats listed in the Indeed posting

• Certification support
• Direct mentorship from senior engineers. In a team this size you are not a ticket number, and you will not be left alone with a problem you have never seen.
• An office in the core of Downtown Vancouver, minutes from SkyTrain and bus connections.
• A relaxed dress code day to day. Business attire for client meetings.

Other Things You Should Know

• Client site visits: This role includes occasional travel to client sites around Metro Vancouver. A valid BC driver's licence is required and mileage is reimbursed.

How to ApplySend us your resume. A cover letter is optional, but if you write one, we would rather hear about a technical problem you solved outside of work or class than a summary of your resume.Cloud Collective is an equal opportunity employer. We welcome applications from all qualified candidates and we are committed to a fair and accessible hiring process. If you need an accommodation at any stage, let us know and we will work with you.Learn more at www.cloudcollective.comJob Types: Full-time, PermanentPay: From $45,000.00 per yearBenefits:

• Dental care
• Extended health care
• Life insurance
• Paid time off

Flexible language requirement:

• French not required

Experience:

• Customer service: 1 year (preferred)

Licence/Certification:

• drivers license (required)

Work Location: In person