Join Our Team
Tecnet - Delivering Best-in-Class IT Solutions Since 1974
About Us
Tecnet is Canada’s longest‑standing IT services provider, offering a wide range of solutions across hardware, software, networking, and both physical and cyber security. With major hubs in Victoria and Vancouver, and over 35 Authorized Service Centres (ASC) across British Columbia, we are committed to supporting organizations in both urban and rural communities with reliable, high‑quality IT services.
Learn more about us at www.tecnet.ca.
Role Overview
The Service Desk Analyst – Tier 2 is responsible for delivering advanced technical support for escalated incidents and service requests requiring strong analytical skills and deep troubleshooting expertise.
This role focuses on diagnosing complex technical issues, identifying root causes, and implementing effective, long-term solutions across endpoint environments, Microsoft 365, identity systems, networking, and line-of-business applications. You will play a critical role in restoring service quickly while minimizing business disruption and maintaining high standards of technical accuracy, customer service, and operational reliability.
In practice, this means:
- Resolving issues beyond Tier 1 capabilities
- Working across endpoint, identity, network, and application environments
- Performing root-cause analysis and implementing sustainable solutions
- Acting as a key escalation point between Tier 1 and Tier 3 teams
- Contributing to documentation, knowledge sharing, and process improvement
Why Work with Us?
- Legacy of Excellence: Be part of a company with over 50 years of experience and a trusted reputation in the IT services industry.
- Career Development: We prioritize your professional growth with opportunities for training, certifications, and skill development.
- Varied Technical Exposure: Work with diverse clients, systems, and environments across many industries.
- Supportive Culture: Be part of a collaborative team that values communication, accountability, and continuous improvement.
- Work‑Life Balance: Enjoy steady hours, a structured schedule, and a supportive team culture.
Schedule
This is a full-time permanent position with 8-hour shifts from Monday – Friday for a total of 40 hrs weekly. Availability after hours needed on occasion.
What we Offer
Competitive Salary:
- $55,000.00-$65,000.00 per year. Salary commensurate with experience.
High Value Benefits: (Available after 3 months)
- Extended Health Care
- Dental & Vision Care
- Paid Time Off
- On-Site Parking
What You’ll Do
Technical Support & Troubleshooting
- Provide advanced support for escalated incidents beyond Tier 1
- Diagnose and resolve complex issues across endpoints, Microsoft 365, networking, and applications
- Perform root-cause analysis and implement long-term solutions
- Execute advanced system changes including deployments, configurations, and remediation tasks
- Maintain detailed documentation of troubleshooting steps, root cause, and resolution
Incident & Ticket Management
- Own and drive resolution of escalated tickets with a focus on efficiency and quality
- Triage and prioritize issues based on business impact and SLA commitments
- Escalate appropriately with complete technical context when required
- Maintain accurate records in the service management system
- Provide proactive communication throughout the incident lifecycle
Communication & Team Collaboration
- Collaborate with infrastructure, security, and application teams
- Support Tier 1 analysts through knowledge sharing and guidance
- Communicate trends, issues, and escalations to leadership
- Promote accountability and teamwork within the Service Desk
Project & Deployment Support
- Participate in system upgrades, onboarding/offboarding, and technology rollouts
- Follow established deployment and change management processes
- Ensure all project-related tasks are completed accurately and on time
What You Bring
- 3–5 years of experience in a Service Desk, Help Desk, or MSP environment
- Strong troubleshooting skills across Windows, macOS, and Microsoft 365
- Experience supporting network-connected environments (DNS, DHCP, VPNs, LAN/WAN fundamentals)
- Exposure to line-of-business applications and system integrations
- Strong analytical and problem-solving skills with root-cause capability
- Ability to troubleshoot across multiple systems and dependencies
- Strong communication skills with both technical and non-technical users
- Ability to manage multiple priorities in a fast-paced, SLA-driven environment
- Ability to work independently while collaborating effectively with a team
- Azure Fundamentals (AZ-900)
- Microsoft 365 Endpoint Administrator (MD-102)
- Security Fundamentals (SC-900) (preferred)
- Positive attitude and commitment to continuous learning and improvement
Key Success Metrics
- Timely and effective resolution of escalated issues
- High-quality documentation of incidents and resolutions
- Clear, professional communication with clients and internal teams
- Effective prioritization and management of multiple service requests
- Positive client and internal feedback
- Contributions to continuous improvement and service quality
Thanks for applying! While we appreciate every application, only shortlisted candidates will be contacted for an interview.
Job Types: Full-time, Permanent
Pay: $55,000.00-$65,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
Application question(s):
- Please describe your experience working on a technical Service Help Desk in detail including your role and responsibilities.
Experience:
- Service Help Desk: 3 years (required)
Licence/Certification:
- MS 365 Endpoint Administrator Associate (MD-102) (preferred)
- Azure Fundamentals (AZ-900) (preferred)
Location:
- Victoria, BC V8X 1W4 (preferred)
Work Location: In person
