IT Support Specialist Level 2/3 in Vancouver

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.

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.

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.

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.

We receive a high volume of applications and are only able to contact candidates who are selected for further consideration.