Work Location: In-Office at the Turtle Bay IT Solutions office in Lake Country, BC, with travel to client locations throughout the Okanagan Valley as required. This is not a remote position.
Overtime: May be required and compensated in accordance with applicable employment standards legislation.
About Us
Turtle Bay IT Solutions is a growing Managed Service Provider (MSP) based in Lake Country, British Columbia. We provide technical support, cybersecurity, Microsoft 365 services, networking, backup and disaster recovery, cloud solutions, and IT consulting to businesses throughout British Columbia.
Our mission is to provide exceptional customer service, practical technology solutions, and trusted IT guidance to our clients. We value professionalism, accountability, teamwork, continuous learning, and a strong work ethic.
Due to continued company growth and increasing client demand, we are expanding our technical support team.
Position Summary
Turtle Bay IT Solutions is seeking a motivated and customer-focused Junior IT Support Technician with 1 to 3 years of relevant experience to join our growing team.
This position is ideal for an individual looking to develop a long-term career in Information Technology. The successful candidate will provide first-level technical support to clients, assist with deployments and projects, document technical work, and escalate advanced issues to senior technicians when necessary.
The successful candidate will work primarily from our office in Lake Country and will occasionally travel to client locations throughout the Okanagan Valley.
Responsibilities
- Provide first-level technical support to clients by telephone, email, chat, remote support tools, and onsite visits.
- Diagnose and resolve common computer, software, printer, networking, Microsoft 365, and user account issues.
- Install, configure, and maintain desktop computers, laptops, printers, mobile devices, and related technology equipment.
- Assist users with password resets, account administration, multi-factor authentication, Microsoft 365 applications, and general technical support requests.
- Monitor and respond to support requests through the company ticketing system.
- Document all troubleshooting performed, findings, communications, and resolutions within support tickets.
- Perform workstation deployments, hardware upgrades, software installations, updates, and computer replacements.
- Assist with Microsoft 365 user onboarding and offboarding processes.
- Perform routine maintenance tasks, including software updates, patch verification, antivirus verification, and system health checks.
- Assist with inventory management, asset tracking, equipment preparation, and software licence management.
- Participate in creating and maintaining technical documentation.
- Assist with IT projects, upgrades, migrations, deployments, and client onboarding activities under the direction of senior technicians.
- Escalate advanced or unresolved issues to the Tier 2 support team when required.
- Ensure all escalated tickets contain complete documentation, troubleshooting steps, screenshots, logs, and customer communications.
- Maintain a professional appearance and represent Turtle Bay IT Solutions positively when interacting with clients.
- Participate in technical training, certification programs, and professional development activities.
- Follow company policies, procedures, security standards, and documentation requirements.
Qualifications
- 1 to 3 years of experience in a technical support, helpdesk, computer technician, or Managed Service Provider (MSP) environment.
- Strong knowledge of Microsoft Windows operating systems.
- Working knowledge of Microsoft 365 including Outlook, Teams, OneDrive, and SharePoint.
- Basic understanding of networking concepts including TCP/IP, DNS, DHCP, Wi-Fi, VPNs, switches, and firewalls.
- Experience troubleshooting desktop computers, laptops, printers, mobile devices, and common business applications.
- Strong troubleshooting and analytical skills.
- Excellent customer service and interpersonal skills.
- Strong English communication skills, including professional speaking, reading, writing, and comprehension abilities.
- Ability to communicate effectively with clients by telephone, email, chat, remote support sessions, and in-person interactions.
- Ability to work independently and as part of a team.
- Strong organizational, documentation, and time-management skills.
- Ability to prioritize and manage multiple tasks in a fast-paced environment.
- Ability to identify issues requiring escalation to senior technicians.
- Valid Class 5 Driver's Licence.
- Reliable transportation.
- Ability to lift and carry up to 23 kg (50 lbs) of computer, server, and networking equipment.
- Ability to work in an office environment and travel to client locations when required.
Preferred Qualifications
- Diploma or Certificate in Information Technology, Computer Systems Technology, Computer Networking, or a related field.
- Experience working for a Managed Service Provider (MSP).
- CompTIA A+, Network+, Security+, Microsoft, Cisco, or equivalent certifications.
- Experience with Microsoft Entra ID (Azure AD).
- Experience with Microsoft Intune and endpoint management solutions.
- Experience with remote support tools and ticketing systems.
- Experience supporting Microsoft 365 environments.
- Experience with routers, switches, wireless access points, firewalls, and business networking equipment.
Compensation & Benefits
- Competitive compensation based on experience and qualifications.
- Opportunities for wage increases based on performance, certifications, and experience.
- Ongoing technical training and professional development opportunities.
- Exposure to a wide variety of technologies and client environments.
- Career advancement opportunities within the company.
- Supportive and collaborative team environment.
- Paid vacation and statutory holidays in accordance with applicable legislation.
Pay: $23.00-$27.00 per hour
Benefits:
- Casual dress
- Dental care
- Extended health care
- Mileage reimbursement
- On-site parking
- Store discount
- Vision care
Language:
Location:
Work Location: In person
