Level 2 Help Desk Specialist

🌱 Do you thrive in fast-paced environments where solving complex technical problems and supporting clients go hand in hand?

We’re looking for an L2 Help Desk Specialist who thrives in a fast-paced MSP environment and enjoys tackling complex technical challenges across a variety of client environments. This is a hands-on, high-impact role where you’ll work across infrastructure, cloud, and end-user systems, owning issues end-to-end and contributing to long-term solutions, not just quick fixes.

This is an opportunity to join a team that values curiosity, accountability, and continuous improvement, where your technical voice is heard, and your growth is actively supported.

💻 Who You Are

• A strong IT support professional with experience handling Level 2 escalations in a dynamic environment
• Someone who enjoys digging into root causes, not just resolving surface-level issues
• Comfortable working directly with clients and building trusted relationships
• A team player who supports others while taking ownership of your work
• Naturally curious, always looking to learn new technologies and improve systems
• Calm under pressure, organized, and able to manage multiple priorities effectively

📍 Work Type

• Remote – with occasional client site visits
• Location – Vancouver
• Vacancy Type: This role is a newly created position

Requirements

🎯 What You’ll Do (Your Superpowers)

• Act as an escalation point for Level 1 technicians, resolving complex desktop, server, and network issues within SLA expectations
• Troubleshoot and support Microsoft environments, including Active Directory, Office 365, Azure/Entra ID, and Exchange Online
• Diagnose email and connectivity issues (SMTP, POP, IMAP, network-related problems)
• Support virtualization platforms such as VMware and Hyper-V
• Handle networking and security troubleshooting (TCP/IP, firewalls, access issues)
• Contribute to project work, including system migrations, cloud transitions, and infrastructure improvements
• Assist with backup and disaster recovery planning and execution for client systems
• Continuously identify opportunities to improve systems, processes, and client environments

⭐ What We’re Looking For (Our Wishlist)

• 3+ years of hands-on IT support experience, ideally within an MSP or multi-client environment
• Strong technical foundation across Microsoft environments, including Active Directory (on-prem & Azure/Entra ID), Microsoft 365, and Exchange Online
• Proven experience in troubleshooting server, desktop, and network issues in a fast-paced support setting
• Solid understanding of virtualization technologies (VMware and/or Hyper-V)
• Working knowledge of networking fundamentals, including TCP/IP, firewalls, and security troubleshooting
• Experience with cloud platforms and modern endpoint management tools (Intune, Azure, O365 ecosystem)
• Familiarity with RMM, PSA tools, and system monitoring platforms
• Exposure to backup and disaster recovery processes across client environments
• Strong analytical and root-cause problem-solving skills, with the ability to manage and resolve escalated issues effectively
• Excellent communication skills with a client-first mindset, comfortable acting as a trusted technical point of contact
• A collaborative team player who can support and mentor Level 1 technicians when needed
• Highly organized, adaptable, and able to perform under pressure in a dynamic environment

🔥 What Makes This Role Exciting

• Diverse Technical Exposure – Work across multiple client environments, technologies, and challenges
• Project Involvement – Get hands-on with migrations, cloud initiatives, and system improvements, not just tickets
• Growth-Focused Environment – Ongoing training, certification support, and knowledge-sharing culture
• Real Ownership – You’re trusted to solve problems properly and make meaningful improvements
• Strong Team Culture – Collaborative, supportive, and built around shared success

Benefits

• Base Salary: $60,000 - $70,000
• Paid Time Off: Competitive vacation and personal days to maintain a healthy work-life balance
• Benefits Package: Medical, dental, and vision benefits to support your overall well-being
• RRSP Matching: Employer contributions to a group RRSP program, supporting your long-term financial security

📩 Ready to Elevate Your Career? Apply Now!

At  STACK IT Recruitment, we connect top talent with standout opportunities. If you meet at least 70% of the qualifications, we encourage you to apply for it. We’d love to chat!

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✨ We’re proud to support diversity and inclusion. Need accommodation during the hiring process? Just let us know; we are here to support you!

AI Use Disclosure:

STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.