Netdigix Systems is a recognized leader in IT Managed Services, Cloud Hosting, and IT Project Consulting across Vancouver and the Lower Mainland. We deliver proactive, SLA-driven IT support and tailored technology solutions to our clients.
We are looking for a strong, client-focused MSP Level 2 Technical Specialist who can take ownership of service tickets, learn client environments, troubleshoot independently, and provide technical guidance to Level 1 technicians when needed.
Why Join Us?
- Work across a diverse client base and build hands-on experience in managed services, cloud, cybersecurity, networking, and virtualization.
- Complete meaningful routine infrastructure work with clear direction and support from senior technical staff.
- Join a collaborative team that values accountability, curiosity, clear communication, and continuous learning.
About the Role
As an IT Technical Specialist Level 2, you will own and resolve Level 2 service requests in a fast-paced MSP environment. You will investigate issues thoroughly, use available documentation and ticket history, communicate professionally with clients and colleagues, and keep work moving without needing step-by-step supervision.
This role is for a capable Level 2 technician who can complete routine infrastructure work once the objective and design are established. Larger or more complex projects will be directed and reviewed by senior team members; this position is not expected to independently architect complex solutions or act as the primary technical contact for assigned client accounts.
Key Responsibilities
- Own, investigate, resolve, document, and escalate Level 2 tickets within SLA.
- Troubleshoot Windows Server, Microsoft 365, Active Directory, virtualization, networking, firewalls, VPNs, and endpoint issues.
- Review ticket history and documentation before escalating issues.
- Support and guide Level 1 technicians on escalated requests.
- Complete routine infrastructure work with direction, including server and Hyper-V migrations, domain controller replacements, Cisco Firepower firewall work, managed-switch replacements, VLANs, and Microsoft 365 administration.
- Maintain accurate documentation and communicate professionally with clients and internal teams.
Qualifications
- 3–5 years of technical support, systems administration, or IT client-services experience.
- MSP experience is required.
- Strong troubleshooting mindset, ownership, organization, and willingness to learn unfamiliar technologies.
- Able to accept feedback and work collaboratively.
- Valid driver’s licence and reliable vehicle for onsite client visits.
- Available for an on-call rotation.
- Experience with RMM/PSA tools, preferably N-able N-central and ConnectWise Manage.
Technical Skills
You should have hands-on experience with:
- Windows Server 2016–2022, including Active Directory, Group Policy, file and share permissions, domain controller administration, and server administration.
- Microsoft 365 and Exchange administration.
- VMware and Hyper-V virtualization, including virtual machine management and routine host replacement or migration work.
- Enterprise workstation deployment, configuration, and troubleshooting.
- Networking fundamentals, including switches, routers, VLANs, DNS, DHCP, and VPN connectivity.
- Firewall configuration and troubleshooting, preferably Cisco Firepower, Fortinet FortiGate, and Ubiquiti UniFi.
- Endpoint protection, incident response, and remediation using tools such as SentinelOne, Bitdefender, and FortiClient EMS.
- Remote monitoring and management tools, ticketing systems, and technical documentation.
Preferred Credentials
- CompTIA Network+ or equivalent practical experience.
- Microsoft certifications, CCNA, or comparable certifications are an asset.
- Diploma or bachelor’s degree in Computer Science, Information Technology, or a related field is an asset.
- ITIL or IT project coordination experience is an asset.
What Success Looks Like
- Level 2 incidents are owned, resolved accurately, and completed within SLA.
- Client environments and ticket histories are understood well enough to troubleshoot confidently and escalate thoughtfully.
- Routine infrastructure work is prepared, executed, and documented reliably once scope and design are established.
- Level 1 technicians receive practical support and clients feel informed and well supported.
- Documentation is current, communication is constructive, and recurring issues are reduced through thorough investigation.
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