IT Technical Specialist (Level 1)

IT Technical Specialist (Tier 1)

Location: Burnaby, British Columbia

Employment Type: Full-Time

Department: IT

Reports to: CEO / Owner

About Netdigix Systems

Netdigix Systems is a leader in Managed IT Services, Cloud Hosting, and IT Project Consulting across Vancouver and the Lower Mainland. We operate in a fast-paced MSP environment, leveraging tools such as ConnectWise Manage and N-Able N-Central to deliver structured, SLA-driven support. We prioritize process discipline, client trust, and controlled execution in everything we do.

About the Role

As an IT Technical Specialist – Level 1, you will be responsible for first-line support, issue triage, and controlled execution of technical tasks. This role is critical in maintaining service quality by ensuring that all work follows documented processes, is properly scoped, and is executed with clear understanding of impact.

You will work closely with senior technicians and leadership, escalating appropriately and contributing to a structured, team-based support model.

Key Responsibilities

• Respond to and resolve Level 1 support requests (workstations, user issues, basic networking)
• Accurately triage issues and escalate to senior technicians when required
• Follow all Netdigix processes for:
• Ticket creation and documentation
• Change management
• Client communication
• Perform basic technical tasks with clear understanding of impact and approval where required
• Document all work clearly in PSA (ConnectWise Manage)
• Maintain awareness of potential client impact before taking action
• Assist in onboarding, workstation setup, and standard configurations
• Support senior technicians on projects and more complex tasks
• Maintain a high standard of professionalism in all client and team interactions

Core Expectations (Critical)

Successful candidates must demonstrate:

• Strong discipline in following process — no work without a ticket
• Willingness to ask before acting when unsure
• Understanding that:
• Not all problems should be fixed immediately — some require alignment first
• Ability to remain calm and controlled under pressure
• Clear communication and escalation when issues exceed scope
• Respectful and professional collaboration with team members at all times

Qualifications & Skills

• 1–2 years of IT support experience (MSP experience preferred)
• Familiarity with: Windows 10/11 Microsoft 365 Basic Active Directory tasks
• Understanding of: Basic networking (IP, DNS, VPN concepts) Endpoint troubleshooting
• Strong troubleshooting mindset with attention to detail
• Excellent communication and documentation skills
• Ability to follow structured workflows and processes consistently
• Technology Stack PSA/RMM: ConnectWise Manage, N-Able N-Central Microsoft: Windows 10/11, Microsoft 365, Active Directory
• Security: Endpoint protection tools (e.g., SentinelOne, Bitdefender)
• Networking: Basic exposure to VPNs, firewalls, and wireless systems

Credentials (Preferred)

• CompTIA A+ or equivalent experience
• Working toward Network+ or Microsoft certifications

What We Offer

Competitive salary ($45,000–$60,000 depending on experience)

Career progression into Level 2 and beyond

Mentorship and structured growth path

Exposure to a wide range of technologies and client environments Collaborative team environment

What Success Looks Like in This Role

Issues are handled efficiently within process

Risks are identified and escalated early

Work is documented clearly and consistently

Clients feel supported and informed

Team members can rely on you to follow structure and communicate effectively