- অভিজ্ঞতা
- ২-৪ বছর
- বেতন
- —
- শূন্যপদ
- 1
- পোস্ট করা হয়েছে
- ৫ ঘন্টা আগে
- কাজের ধরণ
- বাড়ি থেকে কাজ করুন
- যোগ্যতা
- Professionals with 2 to 4 years of relevant IT support or service desk experience who can work in a remote Canada arrangement tied to the Vancouver Metro area.
- জীবনবৃত্তান্ত
- আবেদন করা আবশ্যক
কাজের বিবরণ
Role overview
This position is for an IT Support Specialist based around Vancouver, supporting users in a remote Canada setup tied to the Vancouver Metro area. The worksite address provided is 123 Main Street, Vancouver, British Columbia V5Z 3X7. The schedule runs from 8:00 AM to 5:00 PM.
The assignment duration is 4 months, and the role calls for 2 to 4 years of relevant experience. In this hands-on support role, you will serve end users across hardware, software, access, and collaboration tools, handling both incidents and service requests. The position involves close interaction with Digital Workplace, Security, and Infrastructure teams to route issues correctly and help bring them to resolution.
Core responsibilities
- Deliver Tier 1 and Tier 2 assistance to users for technical incidents and service requests.
- Diagnose and resolve issues involving laptops, desktops, mobile devices, conferencing equipment, VPN connectivity, and essential business applications.
- Handle account and access-related requests such as MFA resets, group permissions, and application access in line with existing policies.
- Support new-hire and exit processes, including preparing devices and setting up or removing access.
- Keep ITSM records accurate by entering clear ticket notes, progress updates, and final resolution details.
- Communicate proactively with users, sharing timely updates and following through until tickets are closed.
- Escalate problems to the correct resolver group with complete troubleshooting notes and business impact context.
- Assist with device lifecycle activities, including deployment, inventory maintenance, refresh cycles, and returns.
- Help build and improve knowledge-base articles and self-service resources.
- Spot repeated incidents and recommend automation or process changes that can reduce repeat ticket volume.
Requirements
- 2 to 4 years of experience in IT support, service desk, or end-user computing roles.
- Strong troubleshooting ability in both Windows and macOS environments.
- Working knowledge of identity and endpoint management tools such as Google Workspace, Okta or Azure AD, Intune, JAMF, and VPN clients.
- Experience using an ITSM platform such as ServiceNow or Jira Service Management.
- Excellent customer-service orientation with strong written and verbal communication skills.
- Ability to manage multiple tickets, prioritize work, and operate within SLA targets.
- Comfortable supporting users both on-site and remotely.
- Basic understanding of ITIL practices, including incident management, request fulfilment, escalation handling, and knowledge management.
- Detail-focused, process-oriented working style.
Additional details
The role requires disciplined ticket handling and a commitment to service quality. It is customer-facing and expects you to work closely with internal technology teams to ensure issues are escalated appropriately and resolved efficiently.
Work schedule and location
Working hours are 8:00 AM to 5:00 PM. The location information provided is Vancouver, with a remote Canada arrangement connected to the Vancouver Metro area.
Duration
This opportunity is listed for a 4-month period.