Provides Level 2 managed IT services by owning and resolving support tickets within SLA. Troubleshoots Windows Server, Microsoft 365, Active Directory, virtualization, networking, firewalls, VPNs, endpoints, and security tools. Performs routine infrastructure work under senior guidance, supports Level 1 technicians, documents solutions, and communicates with clients. The role requires MSP experience, independent troubleshooting, on-call availability, onsite client visits, and familiarity with RMM and PSA tools.
Netdigix Systems is a recognized leader in IT Managed Services, Cloud Hosting, and IT Project Consulting across Vancouver and the Lower Mainland. We deliver proactive, SLA-driven IT support and tailored technology solutions to our clients.
We are looking for a strong, client-focused MSP Level 2 Technical Specialist who can take ownership of service tickets, learn client environments, troubleshoot independently, and provide technical guidance to Level 1 technicians when needed.
Why Join Us?
- Work across a diverse client base and build hands-on experience in managed services, cloud, cybersecurity, networking, and virtualization.
- Complete meaningful routine infrastructure work with clear direction and support from senior technical staff.
- Join a collaborative team that values accountability, curiosity, clear communication, and continuous learning.
About the Role
As an IT Technical Specialist Level 2, you will own and resolve Level 2 service requests in a fast-paced MSP environment. You will investigate issues thoroughly, use available documentation and ticket history, communicate professionally with clients and colleagues, and keep work moving without needing step-by-step supervision.
This role is for a capable Level 2 technician who can complete routine infrastructure work once the objective and design are established. Larger or more complex projects will be directed and reviewed by senior team members; this position is not expected to independently architect complex solutions or act as the primary technical contact for assigned client accounts.
Key Responsibilities
- Own, investigate, resolve, document, and escalate Level 2 tickets within SLA.
- Troubleshoot Windows Server, Microsoft 365, Active Directory, virtualization, networking, firewalls, VPNs, and endpoint issues.
- Review ticket history and documentation before escalating issues.
- Support and guide Level 1 technicians on escalated requests.
- Complete routine infrastructure work with direction, including server and Hyper-V migrations, domain controller replacements, Cisco Firepower firewall work, managed-switch replacements, VLANs, and Microsoft 365 administration.
- Maintain accurate documentation and communicate professionally with clients and internal teams.
Qualifications
- 3–5 years of technical support, systems administration, or IT client-services experience.
- MSP experience is required.
- Strong troubleshooting mindset, ownership, organization, and willingness to learn unfamiliar technologies.
- Able to accept feedback and work collaboratively.
- Valid driver’s licence and reliable vehicle for onsite client visits.
- Available for an on-call rotation.
- Experience with RMM/PSA tools, preferably N-able N-central and ConnectWise Manage.
Technical Skills
You should have hands-on experience with:
- Windows Server 2016–2022, including Active Directory, Group Policy, file and share permissions, domain controller administration, and server administration.
- Microsoft 365 and Exchange administration.
- VMware and Hyper-V virtualization, including virtual machine management and routine host replacement or migration work.
- Enterprise workstation deployment, configuration, and troubleshooting.
- Networking fundamentals, including switches, routers, VLANs, DNS, DHCP, and VPN connectivity.
- Firewall configuration and troubleshooting, preferably Cisco Firepower, Fortinet FortiGate, and Ubiquiti UniFi.
- Endpoint protection, incident response, and remediation using tools such as SentinelOne, Bitdefender, and FortiClient EMS.
- Remote monitoring and management tools, ticketing systems, and technical documentation.
Preferred Credentials
- CompTIA Network+ or equivalent practical experience.
- Microsoft certifications, CCNA, or comparable certifications are an asset.
- Diploma or bachelor’s degree in Computer Science, Information Technology, or a related field is an asset.
- ITIL or IT project coordination experience is an asset.
What Success Looks Like
- Level 2 incidents are owned, resolved accurately, and completed within SLA.
- Client environments and ticket histories are understood well enough to troubleshoot confidently and escalate thoughtfully.
- Routine infrastructure work is prepared, executed, and documented reliably once scope and design are established.
- Level 1 technicians receive practical support and clients feel informed and well supported.
- Documentation is current, communication is constructive, and recurring issues are reduced through thorough investigation.
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
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