System Support Specialist (located at the Vancouver office)

SUMMARY:

We are seeking a reliable and technically oriented System Support Specialist to join our team on-site at our customer’s facility. In this role, you will serve as the primary point of contact for daily IT operations, owning the lifecycle of support tickets from initial receipt to resolution or escalation.

Your focus will be on supporting our proprietary, cloud-hosted in-house software and maintaining the local IT infrastructure, with a specific emphasis on printing solutions. This is an ideal role for a hands-on technician who enjoys direct user interaction, thrives in a stable, business-hours environment, and has a knack for organizing and prioritizing technical issues.

KEY RESPONSIBILITIES:

Ticket Management & Issue Resolution

• Own the Ticketing Lifecycle: Act as the primary owner of the IT ticketing system. Ensure all incoming requests are logged, categorized, and tracked accurately.
• Triage & Prioritization: Assess incoming tickets for urgency and impact. Prioritize critical issues (e.g., system outages, major printing failures) over routine requests.
• Direct Issue Resolution: Resolve Level 1 and Level 2 support tickets independently, including:
• User access and account issues.
• Software navigation and training queries.
• Local hardware and network connectivity problems.
• Escalation Management: Identify issues that require specialized attention. Clearly document troubleshooting steps taken and escalate to the appropriate internal groups (e.g., Software Development Team, Network Engineering, or Vendor Support) with detailed context to ensure efficient handover.
• Communication: Keep users informed of ticket status and expected resolution times throughout the process.

In-House Software Support (Cloud-Hosted)

• Serve as the first line of support for our proprietary, cloud-based applications.
• Troubleshoot user access issues, login problems, and software errors.
• Use basic understanding of software architecture to accurately report bugs, reproduce issues, and relay user feedback to the support team.
• Monitor cloud service status and coordinate with cloud providers if outages or performance issues arise.

On-Site IT Infrastructure Management

• Manage and maintain the local network infrastructure.
• Install, configure, and troubleshoot network printers, scanners, and multifunction devices.
• Resolve hardware connectivity issues, paper jams, driver conflicts, and print queue bottlenecks.
• Perform routine maintenance checks on networking equipment (switches, routers, access points) to ensure stability.

• Enforce security policies regarding user access, password management, and device usage.
• Monitor for potential security incidents (e.g., unusual login attempts, malware alerts) and escalate to the security team if necessary.
• Ensure local devices and printers are patched and configured according to security standards.

QUALIFICATIONS & SKILLS:

• Experience: 2+ years of experience in IT support, system administration, or a similar technical role.
• Technical Knowledge:
• Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLANs).
• Hands-on experience with printer/server setup and troubleshooting.
• Familiarity with cloud-hosted applications and web-based software.
• Basic proficiency with Windows and/or macOS operating systems.

• Cybersecurity Knowledge

• Understanding of core security principles: Confidentiality, Integrity, and Availability (CIA Triad).
• Knowledge of common threats (phishing, social engineering, malware, ransomware) and how to mitigate them.
• Experience with Multi-Factor Authentication (MFA) and Identity and Access Management (IAM) concepts.
• Ability to identify and respond to basic security alerts or suspicious activities.
• Familiarity with data privacy best practices and secure handling of user information.

• Software Development Fundamentals (Preferred):
• Knowledge of basic coding concepts (e.g., variables, loops, functions) is a strong plus.
• Familiarity with at least one programming language (e.g., Python, JavaScript, Java, C#) is advantageous.
• Ability to read basic logs or error messages to assist in troubleshooting.
• Soft Skills:
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to manage multiple tickets and priorities simultaneously.
• Patient, empathetic, and customer-service oriented.
• Availability: Must be available to work standard business hours and be physically present on-site during these times.

Preferred Qualifications (Nice to Have):

• CompTIA A+ or Network+ certification.
• Experience with IT Service Management (ITSM) tools such as Jira Service Management, ServiceNow, Zendesk, or Freshdesk.
• Basic scripting knowledge (PowerShell, Python, or Bash) for automation tasks.
• Understanding of API basics or RESTful services (helpful for cloud software troubleshooting).
• Experience working in a client-facing or on-site support capacity.