IT Technical Specialist ; MSP

Intermediate IT Technical Specialist (Tier 2.5)

Department:

IT

Reports to:

CEO/Owner

Netdigix Systems is a recognized leader in IT Managed Services, Cloud Hosting, and IT Project Consulting in Vancouver and the Lower Mainland. We are committed to technical innovation, exceptional client relationships, and fostering a workplace culture where talent thrives. Our team works extensively within Managed Service Provider (MSP) environments, leveraging industry-leading MSP tools such as Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platforms, including Connect Wise Manage and N-Able N-Central, to deliver efficient, SLA-driven support and proactive IT solutions.

Candidates are expected to have experience working in MSP environments, be familiar with RMM and PSA tools, and have the ability to triage, elevate, and resolve issues according to service level agreements (SLAs).

• Lead projects that define the future of IT solutions across industries.
• Support executive-level clients with tailored technical solutions as part of the broader IT strategy.
• A culture that prioritizes collaboration, creativity, and professional growth.

As an IT Technical Specialist – Level 2.5, you will play a pivotal role in ensuring the seamless onboarding of new clients, maintaining relationships with existing accounts, and resolving complex technical challenges. You will focus on providing exceptional support, ensuring high client satisfaction, and helping implement innovative IT solutions. This intermediate-level role offers a clear path for growth into senior-level positions.

You will thrive in this role if you:

• Are proactive, detail-oriented, and excel in technical and client management skills.
• Have a passion for delivering high-quality technical solutions and building meaningful client relationships.

• Proactively manage and nurture technical relationships with assigned clients, serving as their primary technical contact.
• Lead 3–5 major IT infrastructure projects per year from design to deployment
• Oversee the day-to-day management of large, technically complex client accounts, including detailed issue tracking, root cause analysis, and resolution.
• Develop and execute comprehensive technical support strategies aligned with client needs and business objectives.
• Collaborate closely with the Service Manager and cross‑functional teams to enhance service delivery, optimize technical operations, and achieve client satisfaction goals.
• Drive continuous service level improvements through proactive monitoring, analysis of service metrics, and implementation of best practices.
• Effectively communicate technical concepts and solutions to both technical and non‑technical audiences.
• Maintain up‑to‑date knowledge of industry trends, emerging technologies, and best practices in IT management and support.

• Minimum 3–5 years of progressive experience in IT client services, technical support, or related fields, preferably within a Managed Service Provider (MSP) environment is required.
• Strong technical proficiency in:
  • Enterprise workstation deployments and management.
  • Small to medium network deployments, including Cisco ASA or equivalent network components, VPN tunnels, and firewall configurations.
  • Windows Server, VMWare, and Hyper‑V deployments, including clustering and virtualization technologies.
  • Virus detection, protection, and remediation strategies for workstations and servers.
  • Active Directory (AD) management, Exchange administration, file and share permissions, and group policy management.
• CompTIA Network+ or equivalent experience required.
• MCSA or CCNA to strongly preferred
• Demonstrated ability to troubleshoot and resolve complex technical issues independently and collaboratively.
• Excellent interpersonal and communication skills, with a proven track record of building strong client relationships and effectively managing client expectations.

• PSA/RMM:
  Connect Wise Manage, N‑Able N-Central
• Networking:
  Cisco ASA, Fortinet Forti Gate, Ubiquiti Unifi
• Infrastructure:
  Windows Server (2016–2022), VMware, Hyper‑V
• Id…