Position: Technical Support Representative/ IT Specialist
Location: Remote in Vancouver (occasional on-site visits)
Employment Type: Contract role with 20–40 hours per week

About Collavion

Collavion is a forward-thinking recruitment and talent solutions partner serving diverse sectors including healthcare, finance, AI, gaming, and manufacturing/logistics. As we continue to grow and support both internal initiatives and client-facing projects, we are expanding our capabilities in data storytelling through Collavion Talent Intelligence tool.

We’re looking for a Technical Support Representative to join our clients ongoing IT services requirements starting to support from Tier 1 to Tier 3. Looking for self-motivated individuals who are keen to grow and have learning mindset.

Job Overview

We are seeking a motivated Technical Support Representative to join our growing IT services team. This is a client-facing role that combines remote support with occasional on-site visits. The ideal candidate thrives on solving technical challenges, has a curious and resourceful mindset, and enjoys working both independently and collaboratively.

This role offers a clear growth path: starting at Tier 1 (front-line troubleshooting), developing into Tier 2 (enterprise tools and advanced support), and ultimately progressing to Tier 3 (designing and implementing infrastructure solutions). Experience and passion for staying current with new technologies are more valuable than formal education. If you’re eager to learn and grow, we want to hear from you.

Responsibilities:

Tier 1 – First Line Support

• Qualify, log, and triage support requests in ticketing systems.

• Communicate effectively with clients via phone, email, and remote sessions.

• Troubleshoot computer and network issues (hardware & software).

• Deploy and configure desktops, laptops, and basic network hardware/software.

• Document work performed and generate knowledge resources.

Tier 2 – Advanced Support

• Perform in-depth troubleshooting of complex issues.

• Support enterprise tools such as Active Directory, Microsoft 365, and Azure.

• Deploy and configure servers, advanced network hardware, and enterprise software.

• Implement monitoring, alerting, and automation scripts for routine tasks.

• Deliver training/documentation to clients.

• Mentor Tier 1 technicians.

Tier 3 – Design & Implementation

• Design and implement infrastructure solutions (servers, networks, cloud).

• Conduct root cause analysis and optimize systems.

• Architect and deploy critical services: backup & disaster recovery, security, and system policies.

• Lead client projects and collaborate with vendors on advanced implementations.

• Research and improve internal platforms (RMM, PSA, documentation).

• Mentor Tier 2 technicians and contribute to automation development.

Requirements:

• Ability to work remotely, with vehicle available for occasional onsite work.

• Flexible schedule: primarily business hours (8am–5pm), with some evening/weekend availability for projects.

• Commitment of 20–40 hours per week.

Core Skills:

• Troubleshooting hardware/software (high proficiency).

• Strong oral communication and active listening.

• Computer hardware repair & configuration.

• Critical thinking and analytical problem-solving.

• Ability to instruct, document, and deliver clear technical guidance.

Key Attributes:

• Attention to detail (extremely important).

• Independent and collaborative work style.

• Analytical, innovative, and adaptable.

• Service-oriented with strong stress tolerance.

Knowledge & Tools:

• Microsoft Windows (desktop & server), Active Directory, Microsoft 365, Azure.

• Networking: DHCP, DNS, firewalls, VPN, routing, wiring.

• Backup and disaster recovery platforms.

• Virtualization (VMware, Hyper-V, Azure).

• Useful experience: VoIP, surveillance systems, POS systems, RMM tools, ticketing/documentation platforms, PowerShell scripting.

To Learn More:

If you have any questions or would like to learn more about Collavion, please feel free to reach out us on info@collavion.com