IT Support Specialist Level 2/3

About the opportunity

MatchBox is recruiting an IT Support Specialist for a downtown Vancouver professional-services client.

This is an on-site role focused on escalated end-user support and deeper troubleshooting beyond the helpdesk.

Key responsibilities

• The specialist will resolve device, application, access and connectivity issues, investigate recurring incidents, support specialized business software, prioritize requests by impact and urgency, maintain accurate ticket records and knowledge-base documentation, and mentor junior support staff.
• The role also participates in an on-call rotation for critical after-hours issues and uses ticket data to identify patterns and reduce repeat incidents.

Qualifications

• Candidates should have solid Level 2 or Level 3 desktop and end-user support experience, strong Windows and Microsoft ecosystem troubleshooting skills, and the ability to diagnose hardware, software, identity, access and network issues.
• Experience supporting professional-services environments and specialized line-of-business applications is useful.
• Strong documentation, customer service, prioritization and communication skills are required, together with the ability to work independently on site and participate in an after-hours support rotation.

Position details

• Direct-hire role in Vancouver, British Columbia, on site five days per week.
• Public listing range: CAD 71,250–90,000.
• Posting #14725, dated October 13, 2026.