Senior Systems Support Technician

Are we right for you...

Do you enjoy getting to the bottom of technical problems, especially when the answer is not immediately obvious?

Perhaps you are the person who wants to understand not only how something broke, but why it broke, how the issue connects to the broader technology environment, and what can be improved so it does not happen again. You may enjoy diving into the details, reconciling information from different sources, and turning what you learn into better tools, processes, standards, and services.

If you are energized by solving complex problems, improving how IT services are delivered, and building relationships with the people who rely on those services, this may be the next step in your career.

In this role you will be asked to...

Help strengthen the technology services that employees rely on every day. Reporting to the Manager, Service Desk, you will perform analytical and technical work supporting corporate users and business objectives across BC Transit’s information technology environment. As a senior member of the Service Desk team, you will provide advanced technical support, contribute to IT service and incident management, and help ensure information support services continue to meet enterprise needs.

This role goes beyond resolving individual support requests. You will analyze Service Desk activities and documented resolutions to identify recurring issues, investigate underlying causes, and develop solutions that improve service quality and help prevent future problems. You will also create and maintain standard operating procedures, troubleshooting resources, reference articles, and other documentation that enables the team to deliver consistent and reliable support.

You will help design and enhance IT service management and endpoint management practices while drawing on your broader knowledge of data, server, and network systems. You will contribute to the integration of endpoints into the IT environment, act as an escalation point for advanced or difficult requests, and provide guidance and training to other Service Desk technicians.

You will administer critical ticketing, asset, and work management tools and help maintain the systems the IT department uses to track and prioritize work. You will configure and maintain employee-facing technology, including workstations, kiosks, meeting rooms, and mobile devices, and contribute to improvements in system images, security, functionality, and integration.

You will also plan hardware rollouts and software releases, liaise with vendors, assess technical requirements, and report on asset and service status by reconciling information from multiple internal and external sources. At times, the information will be detailed, distributed across systems, or may not reconcile neatly. Your ability to investigate discrepancies, make sense of the details, and communicate what you find will be important.

No two days will be exactly the same. One day you may be investigating a difficult endpoint or network issue, the next reviewing incident trends, improving a change control process, reconciling asset information, preparing a technology rollout, or helping a colleague resolve an escalated request.

In this role you will not be asked to...

Operate only as a traditional Tier 1 support technician focused on closing individual tickets.

Follow existing processes without questioning whether they continue to serve the organization effectively. This role is expected to identify opportunities, recommend improvements, and help strengthen service management practices across the organization.

Work exclusively within one narrow technical area. The Senior Systems Support Technician interacts with endpoint, network, server, security, asset, service management, and business-facing technologies and must understand how those areas connect.

Work in isolation. You will build relationships with Service Desk customers, business leaders, technical teams, and vendors, and you will regularly be sought out for information, guidance, troubleshooting, and support.

Avoid the details. This is an analytical role that requires you to investigate technical issues, examine information from different sources, and understand the underlying components of complex problems.

What you might love about this role...

• Improve the Service, Not Just the Ticket: You will have opportunities to identify recurring issues, recommend solutions, improve processes, and help prevent future incidents rather than repeatedly addressing the same symptoms.
• Visible, Practical Impact: The tools, processes, documentation, and technology improvements you contribute will directly support employees and the IT teams delivering services across the organization.
• Complex Problems to Solve: You will investigate advanced technical issues, review incident and service trends, reconcile information across different sources, and make recommendations based on what you discover.
• Variety and Breadth: The role touches endpoint management, service management, asset information, networks, servers, mobile technologies, security practices, meeting room systems, software deployment, and vendor-supported solutions.
• Opportunity to Make Things Better: You will help plan and implement improvements in service management, strengthen change control processes, assess new tools and technologies, and improve how technical support is delivered.
• A Balance of People and Technology: You will spend time working through detailed technical information while also building rapport, gathering information, explaining solutions, and supporting people across the organization.
• Leadership Through Expertise: As a senior technical resource, you will guide other technicians, provide training, contribute to standards, and serve as an escalation point for difficult technical requests.

What might not resonate...

• The information will not always line up neatly: Asset, service, technical, and vendor information may come from different sources and may require detailed investigation before a clear picture emerges.
• You will be in demand: Employees, business leaders, technicians, and other IT teams will seek your advice and support. This role suits someone who enjoys helping people and can balance competing needs without losing sight of the underlying problem.
• There is room for improvement: Not every process, system, or source of information will be fully mature. You will need to be comfortable identifying gaps and helping develop better ways of working.
• The work requires technical depth: Resolving the immediate request will not always be enough. You will often need to understand the interconnected endpoint, service, network, server, security, or data considerations behind an issue.
• Priorities may compete: You will balance escalated requests, planned improvements, operational responsibilities, documentation, rollouts, and stakeholder needs.
• Communication is part of the technical work: Success requires more than technical knowledge. You must be able to listen carefully, gather useful information, build trust, and explain technical concepts in a way that supports effective decisions.

This role might not be for you if...

• You prefer resolving individual tickets without investigating recurring issues or underlying causes.
• You want to work within one clearly defined technical specialty with limited exposure to other areas of IT.
• You prefer highly predictable work where processes, tools, and information sources rarely change.
• You are uncomfortable working with information from multiple sources when the details do not immediately reconcile.
• You prefer limited interaction with employees, business leaders, vendors, or other technical teams.
• You would rather maintain existing processes than recommend and implement improvements.
• You are not interested in guiding colleagues, sharing technical knowledge, or contributing to team standards and documentation.

What you'll bring to the table...

Some qualities you possess to be successful in this role:

• Enterprise Technical Support Expertise: A strong understanding of how to build, maintain, troubleshoot, and support an enterprise information systems environment.
• Analytical Problem-Solving: The ability to investigate complex technical issues, gather information from different sources, identify patterns and discrepancies, and develop practical solutions.
• Continuous Improvement Mindset: A desire to improve systems, service quality, documentation, standards, processes, and the overall employee experience.
• Windows and Endpoint Management Knowledge: Excellent knowledge of Microsoft Windows desktop operating systems, including building and managing system images using modern deployment and management tools such as Intune or PDQ Deploy.
• Technical Automation Skills: Experience using desktop scripting languages to automate routine activities and improve the consistency or efficiency of technical work.
• Network and Infrastructure Awareness: A strong understanding of network concepts and technologies, including Wi-Fi, routers, switches, firewalls, VPN appliances, and VoIP devices, along with awareness of information security tools and leading practices.
• IT Service Management Experience: Experience with service management ticketing systems and an understanding of incident, problem, change, service level, asset, and work management practices.
• Customer and Stakeholder Awareness: The ability to build rapport, understand what people need, ask effective questions, and translate technical analysis into useful guidance and service improvements.
• Leadership Through Support: The ability to guide and train other technicians, contribute to escalated incident resolution, and improve the resources colleagues use to perform their work.
• Communication and Organization: The ability to document technical processes clearly, coordinate changes and technology rollouts, communicate impacts to employees, and manage multiple priorities.

The successful candidate will typically bring a university degree in computer systems or a related information technology field, along with five years of experience supporting technical systems at the enterprise level. An equivalent combination of education and experience may be considered.

Certification in an information management framework such as COBIT 5, ITIL, Agile, or Lean is required, and additional professional information technology certifications would be considered an asset.

The successful candidate must also possess a valid BC Class 5 driver’s license.

To learn more about this opportunity, we encourage you to review the Senior Systems Support Technician job description, where you will find the complete accountabilities and qualifications for the position.

What we'll bring to the table...

• Comprehensive medical and dental benefits to support you and your family, regardless of what life throws at you
• Membership in BC’s Public Service Pension Plan (PSPP). Nationally recognized for its strong investment and governance practices, PSPP is a “defined benefit” plan
• Access to fitness and lifestyle centers to help you take care of your physical fitness and health
• Various programs that support employees such as an Employee Assistance Program and health and wellness initiatives and events aimed at fostering your mental health
• A complimentary employee bus pass (plus taxable dependent passes)
• A corporate learning and development program to help you in continuous career growth
• An employee recognition program where we all recognize each other's successes (not just your Leaders!)
• A social club that gives you access to events throughout Victoria

What next steps could look like...

• Interviews will take place the week of October 16th and 19th, 2026.
• There may be an assignment/presentation as part of the interview process.
• The position requires the completion of a Criminal Record Check or Vulnerable Sector Search.
• An eligibility list may be established for future full time regular and full time temporary vacancies
• If you have a disability that requires an accommodation during any stage of our recruitment process, please contact [email protected] to let us know how we can assist you.
• BC Transit is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities. If the organization identifies this position as a reasonable accommodation for an existing employee, all candidates will be notified as soon as reasonably possible.