Build great service with us

We are a managed IT provider in Vancouver, Canada, looking for a full-time L2/L3 technician who wants to stay and grow with us. You will speak with clients, carry issues through to a verified fix, improve the tools behind the work, and help us build the next stage of our technical team.

We support approximately 20 customer organizations, 200–250 users and 20 servers. You will get to know their environments and have room to make a lasting impact. Our plan is to settle the first new technician into our clients and workflows, then add a second as the business grows. We would value someone who wants to help shape the team's standards and support new colleagues over time.

This vacancy is open only to applicants who currently reside outside Canada and can work the stated Vancouver hours.

What you'll do

• Own client calls, email and Autotask tickets from first response through verified resolution. Respond to service email the same business day, keep clients informed and leave notes another technician can use.

• Solve everyday and complex MSP issues across workstations, printers, Microsoft 365, Google Workspace, Windows Server, Active Directory, Entra ID, Azure, Private Cloud, DNS/DHCP, networks and backups.

• Administer our deployed Kaseya stack, especially Autotask PSA, Datto RMM and IT Glue. Work across our security and backup toolset, including Dark Web ID, EDR, AV, BullPhish, SaaSAlerts, MDR, RocketCyber, INKY, Graphus, Datto Backup and Unified Backup. Improve Autotask queues, workflows and templates; build or adjust Datto RMM monitoring, patching, jobs, policies and automation with testing, approval and rollback.

• Handle basic business firewall work, including rules, VPN, NAT and logs, on Meraki or another platform. Coordinate alerts,



escalations and ticket ownership with our NOC and SOC. Put security into each decision.

• Use lighter support periods for assigned projects, documentation and service improvements. Look for repeatable work that can be made faster and more reliable through safe Autotask or Datto RMM automation, then test and measure the result. You will have a full-time mix of client support and planned improvement work.

• Use approved AI tools to help with diagnosis, research, scripting, documentation and routine work. Spot practical opportunities to save time while protecting client information, checking AI output against source systems and keeping a person accountable for each ticket and change.

What you bring

• Strong hands-on L2 MSP experience, sound L3 judgment, and a track record of owning issues through a verified outcome.

• Direct experience administering Autotask PSA, Datto RMM and IT Glue. Experience with several of the listed security and backup products, plus the ability to learn the rest. We will ask which workflows, templates, policies or automations you personally changed and tested.

• Working experience in both Microsoft 365 and Google Workspace; practical Windows Server, identity, Azure/Private Cloud, networking and security skills. Meraki experience is welcome. Solid firewall fundamentals on another business platform and a clear ability to learn Meraki also count.





• Careful security judgment in everyday support: protect client data, use least privilege and MFA, recognize suspicious activity, escalate incidents promptly, and follow approval, test and rollback steps before changing systems.

• Ability to use AI tools responsibly in technical work and interest in finding efficiencies through automation or AI. Bring an example of a task you improved, what you automated or used AI for, how much time or rework it saved, and how you verified the result.

• Excellent spoken and written English for frequent live client calls, clear updates and dependable follow-through. You enjoy learning, sharing knowledge and improving how a team works.

• A reliable work computer, quiet space, independent backup internet and backup power. You are willing to follow our written security and work-profile policies; we will agree on device-management terms before installing tools on a personal computer.

• Availability Monday–Friday, 7:30 a.m.–5:00 p.m. Vancouver local time, five days a week. Vancouver local time is UTC−7 year-round. Paid hours and breaks within the coverage window will be agreed before an offer.

An annual performance bonus may be available based on results, contribution to the business's growth and reliable ownership of the role, under written terms agreed before an offer. Benefits, equipment, overtime, holiday coverage, engagement structure and compensation will be discussed with finalists.

Apply

Apply in English using this posting's Apply button. Upload your CV and complete the application form. Shortlisted applicants complete a practical exercise and interviews. Productive trial or training work will be paid.

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