Annex Consulting Group Customer Support Technician (2 Positions) Contract in Vancouver, BC

Annex Consulting Group

Branch Vancouver BC CA

Customer Support Technician (2 Positions)
Vancouver, BC

Provide technical hardware and software support. Provide level 2 and occasionally level 1 support to resolve IT incidents or escalate them to others teams in IT…

Our client is looking for Customer Support Technicians to join their team and provide tier 1 and 2 support to their large base of in-house users. If you are experienced in technical support and interested in an opportunity to work for a large and dynamic organization, apply now!

Key Responsibilities

  • Provide level 2 and occasionally level 1 support to resolve IT incidents or escalate them to others teams in IT, as needed
  • Prioritize, track, and update incidents and requests in an IT Service Management system on a regular basis to reflect current information and status
  • Provide technical hardware and software support
  • Provide regular status updates to users regarding the state of their incidents and/or requests
  • Answer basic technical or practical questions relating to the use of technology
  • Provide training to users by demonstrating and assisting in the use of supported software and hardware
  • Provide recommendations to process workflow and escalation procedures
  • Provide recommendations in developing technical standards, guidelines, and procedures
  • Participate actively in meetings and forums by providing reports on items such as service issues, usage patterns and related developments
  • Maintain knowledge in current IT trends and developments, by various methods including attending seminars, conferences, and taking specialized courses and training in IT
  • Create training documentation and guides
  • Update knowledge base when appropriate

Mandatory Qualifications & Skills

  • Two (2) years related experience in providing technical support to users, and working with computer systems, software, and hardware
  • Experience with installation, configuring, testing, troubleshooting repairs, and upgrades of various computer hardware, software, and peripherals.
  • Knowledge of a variety of network and software applications required for providing user support in an IT environment


  • Considerable knowledge of both PC and Mac hardware and software

Education & Certifications

  • Two year Diploma in Computing Studies such as Applied Computer Science Technology Diploma, or Computer Information Systems Diploma
  • ITIL Foundation Certification

Desirable Qualifications & Skills

  • A+ Certificate
  • Microsoft Certified IT Professional (current version)
  • Mac OS X Support Essentials certification (current version)

Start: Immediately

Duration: 1 month contract, with possibility of extension

Suitable individuals meeting or exceeding all of the above criteria are encouraged to send a response in the strictest of confidence detailing the required skills for immediate consideration to Megan Wallis by hitting the Apply Now button at the top of this job description.

In order to ensure your application is given full consideration, responses must include the following:

  • Updated resume clearly indicating the required experience

Not interested but know someone who is a great fit for this role? Check out the award-winning Annex Referral Program and be rewarded for helping a friend or colleague find a new opportunity

or proceed with Standard Application Form.

Employment Type: Freelance
Location: Vancouver, BC, CA
Posted on: 2016-09-22
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