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!   

Know someone perfect for this role? Share this with your network, you might just help someone take the next big step in their career.   

✨ 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.