Help Desk Technician
Job Description 
We are seeking a customer-focused and technically skilled Help Desk Technician to join our growing Managed IT Services team working out of our Burnaby, BC branch. As a key member of our front-line support team, you will provide remote and on-site technical assistance to clients, troubleshoot hardware and software issues, and ensure a high level of customer satisfaction. You will work in a fast-paced, multi-client environment supporting a wide range of industries and technologies. NextGen Automation includes a team of highly trained technical sales force as well as customer service team with strong product knowledge, technical aptitude, and a commitment to first-class customer service. You would be expected to work alongside a highly trained team to maintain a high level of customer service to our new and existing customer base. 

Daily responsibilities will include the following: 

• Respond to client requests via phone, email, and ticketing system (Level 1 and 2 support).
• Troubleshoot and resolve issues related to:
• Windows and macOS operating systems
• Microsoft 365 (Teams, Outlook, SharePoint, OneDrive)
• Network connectivity (LAN/WAN, VPNs, firewalls, switches, routers)
• Printers, scanners, and other peripherals
• Common business applications (e.g., Adobe, line-of-business software)
• Provide account management services (user account creation, password resets, permission changes).
• Document issues, troubleshooting steps, and resolutions accurately in the ticketing system.
• Escalate complex issues to Tier 2 or Tier 3 as appropriate.
• Perform proactive maintenance and updates on client systems as part of ongoing service contracts.
• Assist with onboarding/offboarding procedures for client users.
• Support and troubleshoot mobile devices and remote work setups.
• Participate in after-hours on-call rotation, as required.

Qualifications and Skills Required: 

• 1–3 years of experience in a technical support/help desk role, preferably within an MSP.
• Strong understanding of Windows operating systems and Microsoft 365 suite.
• Familiarity with Active Directory, Group Policy, DNS, DHCP, and basic networking concepts.
• Knowledge of ticketing systems (e.g., ConnectWise, Autotask, Zendesk).
• Excellent problem-solving and communication skills.
• Customer-service mindset with the ability to remain calm and professional under pressure.
• Ability to manage multiple tasks and prioritize in a fast-paced environment.

Additional Skills that would be an asset would include: 

• CompTIA A+, Network+, or other IT certifications
• Experience with Remote Monitoring and Management (RMM) tools.

Job Type: Full-time
Pay: $55,000.00-$65,000.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• RRSP match

Schedule:

• Monday to Friday

Work Location: In perso

• Respond to client requests via phone, email, and ticketing system (Level 1 and 2 support).
• Troubleshoot and resolve issues related to:
• Windows and macOS operating systems
• Microsoft 365 (Teams, Outlook, SharePoint, OneDrive)
• Network connectivity (LAN/WAN, VPNs, firewalls, switches, routers)
• Printers, scanners, and other peripherals
• Common business applications (e.g., Adobe, line-of-business software)
• Provide account management services (user account creation, password resets, permission changes).
• Document issues, troubleshooting steps, and resolutions accurately in the ticketing system.
• Escalate complex issues to Tier 2 or Tier 3 as appropriate.
• Perform proactive maintenance and updates on client systems as part of ongoing service contracts.
• Assist with onboarding/offboarding procedures for client users.
• Support and troubleshoot mobile devices and remote work setups.
• Participate in after-hours on-call rotation, as required