IT Technical Specialist
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, 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
Netdigix Systems Inc Burnaby, British Columbia, CAN Office
Suite 202, 3855 Henning Drive, Burnaby, BC, Canada, V5C6N3
Netdigix Systems Inc Vancouver, British Columbia, CAN Office
Suite 170, 422 Richards St, Vancouver, BC, Canada, V6B2Z4
