Title: IT Support Technician (Help Desk, Tier 2)
Type: Full-time, Permanent
Wage Type: Salary
Location: Surrey, BC
Years of Experience: 3+

Who is Resilient IT:
We are a fast-growing Managed IT Services and Solutions company. We are service driven and focused
on delivering real business value to our clients. We are a team-based group of world class collaborators
that work hard to solve our customers problems and have fun doing it

Our Mission Statement: To serve our customers by providing superior technical knowledge combined
with business acumen and customer service that exceeds expectations. We leverage the strength of our
team, partnering to deliver best in class solutions that are cost effective and enable our clients to focus on
the growth of their business.

Our Values: Accountability, Responsiveness, Collaboration, Creativity, Flexibility, Integrity.
As a member of the Resilient team, you’ll work alongside world class tech talent, stretching your abilities
by solving complex problems on a daily basis. You’ll be working in a supportive environment where we
celebrate our success and learn from our mistakes, helping every member of the team to consistently
deliver superior support for our clients and further build technical skills and business acumen. You will be
expected to work with a limited degree of supervision, with oversight focused only on complex new

We Offer:
• Competitive compensation and benefits
• A well equipped, modern office with a great view
• A flexible, fun and supportive team environment
• Tools and technology to support your job requirements
• Training opportunities
• Regular fun team building events

About This Opportunity:
As a Support Technician, you will be responsible for providing tier 2 technical support and delivering
Resilient project solutions to our clients. With direction from senior technical leadership, Support
Technician’s are primarily responsible for providing tier 2 support for all things Microsoft as well as
servers, switches, routers, security, and client networks.

Key Areas of Responsibility:
• Deliver superior technical support to Resilient customers who submit support tickets thru our
RMM solution, ensuring timely and accurate resolution.
• Resolve tier 2 technical support issues (Workstations, Servers, mobile devices, applications,
networking, security, backups, etc.); support tier 1 escalations
• Effectively communicate technical information to nontechnical users
• Provide remote support (primarily), but also provide on-site support as required
• Maintain accurate documentation of client networks, resolved issues, and client information
• Follow standardized operating procedures as much as possible – Create (and document) new
procedures when required
• Collaborate with vendors, network services, software systems engineering and/or application
development to restore service and/or identify problems
• Perform IT project work as assigned
• Ability to handle multiple priorities and work to meet deadlines
• Demonstrate self led personal (technical) development to improve your skill set
• Ensure customer confidentiality is protected at all times
• Availability to work between 7:00 am and 5:00 pm in one of three shifts including the occasional
after hours and weekend work when necessary
• Deliver customer experience that meets and exceeds client expectations

Skill & Knowledge Requirements:
Must have:
• Combination of real-world experience, education, and certifications
• 3+ years of previous and progressive technical support experience
• Familiarity with: Microsoft desktop and server environment, AD admin, Networking (TCP/IP)
• Self driven, focused and organized, ability to work with a limited degree of supervision
• Strong troubleshooting and problem-solving skills and ability to remain calm under pressure
• Excellent communication skills both written and verbal
• Valid Class 5 drivers license and a vehicle. Most duties will be in our South Surrey office,
however, some local travel may be required (mileage and expenses are reimbursed)

Beneficial to have:
• Familiarity with: DB’s (SQL, Access), firewalls (SonicWall, Cisco), VMware, BDR solutions
(Veeam), RMM tools, Exchange/O365
• Certifications; MCSE, A+, and other technical certifications
• Diploma or Bachelor Degree related to Systems Administration or Networking

We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be
considered for this role and priority will be given to local applicants. We thank everyone for their interest,
however only successful applicants will be contacted.

Job Type:
• Full-time

• Surrey, BC

No recruiters and no phone calls please!