IT Support Specialist Level 2/3

Job summary

Resolve escalated technical issues involving devices, applications, user access, and connectivity, while investigating recurring problems and supporting specialized legal software. Prioritize and document requests, participate in after-hours on-call support, maintain knowledge resources, mentor and train colleagues, contribute to technology projects, and help uphold security policies.

Job details

MatchBox is urgently seeking an IT Support Specialist Level 2 for our downtown Vancouver based professional services client. This is an on-site role 5 days per week. The office is centrally located and highly accessible to transit. IT Support Specialist (Level 2) Your Day-to-Day Take escalations from the helpdesk and resolve difficult problems involving devices, applications, user access, and connectivity Dig into the underlying cause of recurring problems and suggest lasting fixes Support the specialized software that legal teams depend on Prioritize incoming requests by urgency and business impact, and keep accurate records Share in the on-call schedule to handle critical issues after hours Study ticket data to spot patterns and cut down on repeat incidents Keep the knowledge base current and mentor junior support staff Build training sessions and how-to guides for both end users and IT colleagues Contribute to upgrades, migrations, and rollouts, and lead smaller initiatives where it makes sense Flag security concerns and help the team follow IT policies and controls What We're Looking For A degree in IT or a related field, or equivalent hands-on experience Around 5 years in IT support, including time as a senior or escalation contact (a legal or professional services background is a strong plus) Solid experience with Windows and the Microsoft ecosystem: Microsoft 365, Exchange, Teams, SharePoint, OneDrive, Entra ID, Active Directory, and SQL Practical networking troubleshooting skills covering Wi-Fi, LAN, DNS, DHCP, VoIP, VPN, and firewalls Experience with boardroom and meeting room technology, such as Teams Rooms or Crestron (a bonus) Comfort working with service desk platforms and reporting on trends Working knowledge of productivity tools including Microsoft Copilot and Adobe Exposure to legal software such as iManage, Elite, or Copitrak (a bonus) Awareness of AI tools built for the legal industry (a bonus) Clear communication, strong customer service, and the ability to stay calm and organized when priorities compete For more current job opportunities, Follow MatchBox at linkedin.com/company/matchbox-recruitment/ _________________________ About MatchBox Headquartered in downtown Vancouver and serving clients nationally, MatchBox is one of the leading recruitment and solutions firms that specializes in the fields of IT & Technology, Engineering & Technical, Real Estate & Construction, and Accounting & Finance. We offer unrivaled expertise with our team's extensive experience in the recruitment and professional services industry. We are dedicated to building great connections and creating strong opportunities within the workforce and the labor market. Equal Opportunities MatchBox is committed to providing equal opportunities for all applicants. We welcome and encourage applications from people of all backgrounds, including members of minority groups such as racialized individuals, people with disabilities, LGBTQ+ individuals, and Indigenous peoples. It is a priority for us that all candidates are treated fairly and without discrimination. Our recruitment teams receive ongoing training on using objective criteria for evaluating candidates and other related topics to create an inclusive and welcoming environment for all. Work Permits Please note that we require all interested candidates to obtain the necessary work permits from the Government of Canada prior to submitting an application. This position is open exclusively to individuals residing in Canada and legally authorized to work in Canada. Applications not meeting these criteria will not be considered. Further Consideration We receive a high volume of applications and are only able to contact candidates who are selected for further consideration. Find out more at www.matchboxhr.com

What you’ll do

Resolve escalated technical issues involving devices, applications, user access, and connectivity, while investigating recurring problems and supporting specialized legal software. Prioritize and document requests, participate in after-hours on-call support, maintain knowledge resources, mentor and train colleagues, contribute to technology projects, and help uphold security policies.

Requirements

Candidates should have a degree in IT or a related field, or equivalent hands-on experience, and around five years of IT support experience, including senior or escalation responsibilities. They should have strong Windows and Microsoft ecosystem knowledge, practical networking troubleshooting skills, and clear communication and customer service abilities; legal-sector experience and familiarity with specified legal and meeting-room technologies are advantages.

Listed skills

• Network Troubleshooting · Preferred
• Customer service · Preferred
• SQL · Preferred
• Microsoft Teams · Preferred
• DHCP · Preferred
• Active Directory · Preferred
• Microsoft 365 · Preferred
• DNS · Preferred
• SharePoint · Preferred
• Windows · Preferred
• OneDrive · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• IT Support
• Escalation Management
• Windows
• Microsoft 365
• Exchange
• Microsoft Teams
• SharePoint
• OneDrive
• Entra ID
• Active Directory
• SQL
• Network Troubleshooting
• Wi-Fi
• DNS
• DHCP
• Customer Service

Job areas

• Technology
• Customer Service & Support
• Legal

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