Department: IT

Location: Remote - Vancouver Island, BC (must have the ability to review inventory at the Victoria Support Centre once a week)

Who we’re looking for

Tier 2 Technical Support Specialist

Like WCG, you believe in the power of work to transform lives. As the Tier 2 Technical Support Specialist, you’ll be responsible to provide support for various WCG departments and programs as the all-around, front-line information and Help resource.  

The Tier 2 Technical Support Specialist provides Level II technical support with respect to software applications and hardware for employees and clients located nationwide. Responsible for assisting Level I personnel to solve technical problems and for investigating elevated issues by confirming the validity of the problem and seeking known solutions related to these more complex issues. This Tier 2 Technical Support Specialist role will handle calls, emails, and manage a Service Desk support ticketing system while maintaining excellent customer service. Other duties include support for IT-related and physical systems such as security and telephony.

What you’ll do

• Handle Tier 1 help desk escalations through tickets or phone 
• Follow up on outstanding requests and ensure timely resolution 
• Install computer hardware, networking software, operating system software and software applications
• Troubleshoot device issues including (printers, laptops, desktops, VOIP phones, cellphones)
• Manage user accounts and configure hardware as part of onboarding process
• Monitor alerts and notifications from applications software and server performance
• Assist Clients with connectivity issues - ethernet, TCP/IP and VPN 
• Support and configure mobile phone devices for staff 
• Keep peers and manager informed of trends, significant problems, unexpected delays
• Analyze and resolve problems according to priorities and time frames laid out in the Service user guide, escalating when necessary
• Explore and test of software applications in development and system enhancements

What you bring

• Minimum of two years’ experience with computer networks, hardware and software configuration, installation, and troubleshooting
• Strong knowledge of Windows 10 operating systems and MS Office 365 Suite
• Strong technical knowledge in the areas of networking, file and print servers, MS Exchange and Active Directory, Azure AD
• Methodical and efficient problem analysis and resolution skills
• Strong customer service and experience in first line technical support
• Excellent communication (oral and written), and interpersonal skills
• Service awareness of all organizations key IT services for which support is being provided
• Self-motivated, ambitious and a dedicated team player
• Ability to work outside business hours as needed
• Solid understanding of confidentiality and other professional codes of conduct; must submit for a criminal record check and enhanced security clearance 
• In-depth knowledge of a wide range of software and hardware products
• Strong organizational skills

What we offer

• Competitive salary
• Comprehensive and flexible health and dental benefits
• Ongoing learning and development opportunities
• Generous time off policy to encourage work/life balance
• A diverse and inclusive workplace with a track record of high employee engagement and teamwork

For complete job requirements, see the full Job Description here.

WCG is strengthened by diversity. We are committed to achieving a workplace that is equitable and representative of Canada’s diverse population. We actively work to attract, develop, and retain employees from diverse and equity-deserving backgrounds who have exceptional ability and the desire to make a difference. We continuously strive to support individual needs and differences in a work environment that is built on inclusivity and respect for everyone. 

WCG is committed to providing an accessible, barrier free recruitment and selection process. If contacted for an employment opportunity, please advise us if you require accommodation in advance of any part of the recruitment and selection process.