Technical Support Analyst III (Security Specialization)
Family Insurance Solutions
Vancouver, BC
The Technical Support Analyst III is responsible for system infrastructure on various system platforms. The incumbent has in-depth knowledge of Microsoft operating systems and applications including security, SQL administration, and Exchange. This position also serves as Systems Security Administrator, working closely with internal leaders to ensure the security of company applications, utilizing data security standards and best practices.

This is a full-time permanent position working 9 hour shifts (7am to 5pm), 4 days per week on a monthly rotating schedule.

Who We Are

Family Insurance provides personal property and auto insurance protection for British Columbians and is a managing general agent for Economical Insurance. Founded in 1871, Economical Insurance is one of the largest insurance companies in Canada and is 100% Canadian owned.

Our mission is to be the insurance partner Canadians choose to protect what they value most. As one of BC’s Top Employers for 2019, we strive to be a provider of choice for auto and home insurance and an employer of choice in our industry.

Why You’ll Like It Here

An incredible team of smart, collaborative, and supportive people to work with
Compressed workweek (9 hour days, 4 days per week)
Competitive benefits, including tuition reimbursement, RRSP matching and fitness subsidies
We are a company that values community, wellness and work-life balance. We offer personal leave, paid volunteer days and additional paid time off throughout the year

Some of Your Responsibilities*

Provide tier 1 to 3 technical support for internal and external customers who utilize Family’s systems
Participate in maintenance planning and performance management activities when required, ensuring the system platforms meet service levels defined by the organization
Manage desktop/server hardware, operating systems and host applications. This includes administration, installation, security and problem resolution
Manage system changes and tools, including installing, activating, verifying, and performing change back-out and recovery
Maintain the company’s web-based point of sale architecture
MS SQL Server and MS Exchange administration
Analyze IT security requirements and develop recommended IT security plans, policies, procedures and standards for approval by management
Implement, maintain, and monitor network security systems including switches, firewalls, servers, intrusion detection systems, wireless systems and VPNs
Analyze requirements and designs security into server systems dealing with issues such as configuration hardening, patch management, and virus protection.
Analyze requirements and design security for local and remote clients, dealing with issues such as authentication, virus protection, configuration management, patch management, and personal firewalls
Conduct risk and vulnerability assessments and performs audits and reviews of IT security systems
Implement and maintain contingency plans and disaster recovery procedures for use in response to system security breaches

  • A detailed job description will be sent to all qualifying candidates.

Ability to analyze problems, develop and simplify procedures and find innovative solutions
Must be a self-starter with the ability to prioritize regularly scheduled service activities along with urgent (often unscheduled) support requests with a high level of responsiveness
Proven ability to be motivated and work both independently and in a team environment
Excellent verbal and written communication skills
Excellent customer service skills
Ability to work under pressure and meet deadlines

Education and Experience

Technical degree in computer science or related field
Minimum 4 years of experience in a technical support environment
Equivalent combinations of education and experience may be considered
Previous experience with customer phone support is required
Strong understanding of business, industry and technical trends is an important asset
CompTIA Security+, ISC SSCP, and Microsoft certifications are preferred, but not required based on level of experience

Technical Skills

Advanced knowledge of the following technologies:
Microsoft Window Server/Desktop Operating Systems
Windows Active Directory Network environment, DNS, DHCP and DFS
Microsoft SQL database administration, support and query knowledge
Microsoft Exchange
Network infrastructure, TCP/IP, routing, client/server architectures, LAN, WAN, VPN, VLAN technology, Wireless; 802.11a, b, g, etc.
Desktop hardware and software including but not limited to Windows 7+, Office 2013+, and Bit Defender antivirus products
Strong experience with working on Dell servers and RAID controllers
Experience with Unitrends DPU, Hyper-V replication, SQL log shipping, Exchange DAG and relevant disaster recovery technologies
Experience with switches, routers and site-to-site VPN technologies
Experience with Firewalls, intrusion detection and associated technologies
Experience with MS Remote Desktop Gateway
Experience with configuration and administration of Dell EqualLogic SAN and iSCSI technologies
Familiarity with IIS , FTP, SSL, load balancing and clustering
Advanced knowledge of Microsoft Hyper-V
Experience with network printing

Qualified candidates are asked to please submit a cover letter outlining your suitability for this opportunity and a copy of your resume.

We would like to thank all candidates for showing interest in this role and our company; however only those selected for further consideration will be contacted.

We are committed to providing an inclusive work environment that welcomes diversity and supports accessibility across the organization. If you require accommodation at any time during the recruitment process, please let us know by contacting