IT Connect is a premier provider of enterprise-class IT design, consulting, cybersecurity, cloud, and managed IT services for businesses across British Columbia. We help organizations reduce technology-related downtime, improve cybersecurity, optimize infrastructure, and align technology investments with business goals. Our team delivers reliable, scalable, and proactive IT solutions that enable businesses to focus on growth while we manage the technology behind their operations.

At IT Connect, we believe in Security, Stability, and Service. Our employees work on diverse and challenging projects involving cloud computing, cybersecurity, infrastructure management, network design, Microsoft 365, and emerging technologies. We foster a collaborative environment where continuous learning, innovation, and professional development are encouraged.

Position Overview

We are seeking an experienced and customer-focused Senior Technical Support Specialist to join our growing Managed Services team. This role is ideal for a technology professional who enjoys solving complex technical problems, working directly with business clients, and implementing modern IT solutions.

The successful candidate will be responsible for supporting client environments, maintaining infrastructure, managing cloud platforms, assisting with cybersecurity initiatives, and delivering exceptional customer service. You will work with a wide range of technologies while helping organizations maintain secure, efficient, and reliable IT operations.

This position offers significant opportunities for professional growth and exposure to enterprise-level technologies across multiple industries.

Key Responsibilities

Managed IT Services

• Provide remote and on-site technical support to business clients.
• Troubleshoot and resolve hardware, software, networking, and cloud-related issues.
• Manage support tickets and ensure timely resolution according to service standards.
• Monitor and maintain client environments using professional monitoring tools.
• Perform proactive maintenance to prevent system outages and performance issues.
• Document technical procedures, client environments, and resolutions.

Microsoft 365 & Cloud Administration

• Administer Microsoft 365 environments including:
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • OneDrive for Business
  • Microsoft Intune
• Manage Microsoft Entra ID and user access controls.
• Deploy and support Microsoft Azure cloud services.
• Assist with cloud migrations and infrastructure modernization projects.
• Implement security and compliance best practices across cloud environments.

Infrastructure & Network Management

• Configure and maintain:
  • Windows Servers
  • Active Directory
  • DNS and DHCP Services
  • Hyper-V and VMware Environments
  • Routers and Switches
  • Wireless Networks
  • VPN Solutions
• Troubleshoot network performance and connectivity issues.
• Support network infrastructure projects and upgrades.
• Assist with structured network cabling deployments when required.

Cybersecurity Operations

• Implement and maintain endpoint protection solutions.
• Monitor and respond to security alerts and incidents.
• Assist with cybersecurity assessments and remediation activities.
• Support vulnerability management initiatives.
• Help clients improve security posture and compliance readiness.
• Participate in incident response planning and security projects. IT Connect delivers a wide range of managed cybersecurity services including risk assessments, security assessments, penetration testing, and incident response planning.

Strategic IT Projects

• Participate in infrastructure deployments and migrations.
• Support server upgrades and cloud transformation initiatives.
• Assist with business continuity and disaster recovery planning.
• Collaborate with senior engineers and consultants on strategic technology projects.
• Recommend technology improvements that align with client business objectives.

Required Qualifications

Technical Skills

• Minimum 3–5 years of experience in Managed IT Services (MSP) or enterprise IT support.
• Strong experience with:
  • Windows 10 and Windows 11
  • Windows Server
  • Microsoft 365 Administration
  • Active Directory
  • Microsoft Entra ID
  • Microsoft Azure
• Advanced knowledge of:
  • TCP/IP
  • DNS
  • DHCP
  • VLANs
  • VPNs
  • Routing and Switching
• Experience with virtualization technologies including Hyper-V and VMware.
• Knowledge of backup and disaster recovery solutions.
• Familiarity with RMM and PSA platforms.
• Experience with enterprise networking and security solutions.

Preferred Experience

Experience with one or more of the following technologies is highly desirable:

• Fortinet Security Solutions
• Sophos Security Products
• Cisco Networking
• Ubiquiti / UniFi Networking
• Microsoft Intune
• PowerShell Scripting
• Microsoft Defender
• Cloud Backup Solutions
• Cybersecurity Monitoring Platforms

Professional Skills

• Strong analytical and troubleshooting abilities.
• Excellent customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational and documentation skills.
• Ability to prioritize and manage multiple client environments.
• Self-motivated with a commitment to continuous learning.

Education & Certifications

The following certifications are considered assets:

• Microsoft Certifications
• Azure Administrator Associate
• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Cisco CCNA
• Fortinet Certifications
• Cybersecurity Certifications
• VMware Certifications

Equivalent hands-on experience will also be considered.

Compensation & Benefits

Competitive Package

• Competitive salary based on experience and qualifications.
• Performance-based bonus opportunities.
• Annual salary reviews.

Professional Development

• Certification reimbursement programs.
• Access to technical training and workshops.
• Opportunities to attend industry conferences and events.
• Exposure to enterprise-level projects and technologies.

Work-Life Balance

• Hybrid work opportunities.
• Flexible scheduling when appropriate.
• Supportive and collaborative team culture.

Career Growth

• Clear advancement opportunities.
• Leadership development pathways.
• Exposure to multiple technology disciplines including cloud, cybersecurity, networking, infrastructure, and consulting. IT Connect provides access to expertise across helpdesk support, systems administration, network engineering, cloud architecture, cybersecurity, and strategic IT consulting.

Why Join IT Connect?

At IT Connect, you'll work with a team that genuinely values innovation, collaboration, and continuous improvement. We invest heavily in our people because we know that exceptional client service starts with exceptional employees. Our team members have the opportunity to work across multiple disciplines, expand their technical expertise, and contribute to meaningful projects that make a real impact for businesses throughout British Columbia.

If you're passionate about technology, enjoy solving challenging problems, and want to build a long-term career with a growing managed IT services provider, we'd love to hear from you.