Service Desk Analyst

About Us

Tecnet is Canada’s longest‑standing IT services provider, offering a wide range of solutions across hardware, software, networking, and both physical and cyber security. With major hubs in Victoria and Vancouver, and over 35 Authorized Service Centres (ASC) across British Columbia, we are committed to supporting organizations in both urban and rural communities with reliable, high‑quality IT services.

Learn more about us at www.tecnet.ca.

Role Overview

The Service Desk Analyst-Tier 2 is responsible for delivering prompt, professional, and effective IT support to clients via phone, email, and ticketing systems. This role serves as a key first point of contact for technical issues and service requests, with a strong focus on customer experience, clear communication, and accurate documentation.

Tier 2 technicians handle complex issues that require independent problem-solving and technical judgment.

In practice, this means:

• Resolving issues beyond scripted troubleshooting
• Working across systems (identity, endpoint, network, applications)
• Making informed technical decisions within defined boundaries
• Acting as a technical bridge between Tier 1 and higher-level teams
• Driving improvements in documentation and service quality

Why Work with Us?

• Legacy of Excellence: Be part of a company with over 50 years of experience and a trusted reputation in the IT services industry.
• Career Development: We prioritize your professional growth with opportunities for training, certifications, and skill development.
• Varied Technical Exposure: Work with diverse clients, systems, and environments across many industries.
• Supportive Culture: Be part of a collaborative team that values communication, accountability, and continuous improvement.
• Work‑Life Balance: Enjoy steady hours, a structured schedule, and a supportive team culture.

Schedule

This is a full-time permanent position with 8-hour shifts from Monday – Friday for a total of 40 hrs weekly. Availability after hours needed on occasion.

What we Offer

Competitive Salary:

• $55,000.00-$65,000.00 per year. Salary commensurate with experience.

High Value Benefits:

• Extended Health Care
• Dental & Vision Care
• Paid Time Off
• On-Site Parking

Benefits become available following the 3-month probation period.

What You’ll Do

Technical Support & Troubleshooting

• Provide support for escalated incidents requiring deeper technical analysis beyond Tier 1
• Diagnose and resolve complex issues across endpoints, Microsoft 365, networking, and line-of-business applications
• Perform root-cause analysis and implement long-term, sustainable solutions
• Execute advanced system changes including software deployments, configurations, and remediation tasks
• Maintain high-quality documentation of troubleshooting steps, root cause, and resolution

Incident & Ticket Management

• Own and drive resolution of escalated tickets with a focus on first-touch resolution where possible
• Triage and prioritize issues based on business impact and SLA commitments
• Escalate appropriately to Tier 3 or specialized teams when required, with complete technical context
• Provide clear, proactive communication to users and stakeholders throughout the lifecycle of an issue

Communication & Team Collaboration

• Work cross-functionally with infrastructure, security, and application teams to resolve complex issues
• Identify trends, recurring issues, and gaps in process or documentation
• Contribute to improving Tier 1 knowledge base articles, SOPs, and training
• Support a culture of accountability, ownership, and continuous improvement within the Service Desk

Project & Deployment Support

• Participate in system upgrades, onboarding/offboarding, and technology rollouts
• Follow established deployment and change-management processes
• Ensure all project-related tasks are delivered accurately and on time

What You Bring

• 3–5 years of experience in a Service Desk, Help Desk, or MSP environment
• Strong troubleshooting skills across Windows, macOS, and Microsoft 365 environments
• Experience supporting network-connected environments (DNS, DHCP, VPNs, LAN/WAN basics)
• Exposure to line‑of‑business applications and integrations
• Strong English verbal, written, and comprehension skills
• Excellent customer service and interpersonal communication abilities
• Strong organizational skills with the ability to prioritize tasks in a fast‑paced environment
• Ability to work independently while collaborating effectively with team members
• Positive attitude, strong work ethic, and willingness to expand technical knowledge

Key Success Metrics

• Timely and accurate resolution of service desk tickets in accordance with SLAs
• High‑quality documentation of incidents, troubleshooting steps, and resolutions
• Clear, consistent, and professional communication with clients and internal teams
• Effective prioritization and handling of multiple concurrent service requests
• Positive internal and client feedback regarding service quality and professionalism
• Ongoing contribution to process improvement and team effectiveness

Thanks for applying! While we appreciate every application, only shortlisted candidates will be contacted for an interview.

Job Types: Full-time, Permanent

Pay: $55,000.00-$65,000.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• Paid time off
• Vision care

Application question(s):

• Please describe your experience working on a technical Service Help Desk in detail including your role and responsibilities.

Experience:

• Service Help Desk: 3 years (required)

Location:

• Victoria, BC V8X 1W4 (preferred)