Job Details
· Job title: Tier 1 Helpdesk Technician
· Company: NextHop Solutions
· Location: Abbotsford, BC (in-office; not hybrid/remote)
· Pay: Competitive (depending on experience)
· Job type: Full-time
· Start date: Available immediately
· Work location: In person
· Travel: Must be able to drive; occasional onsite client visits required
Full Job DescriptionJoin Our Team
NextHop Solutions is a local managed IT provider supporting businesses across the Fraser Valley and beyond. We’re known for responsive support and real people answering the phone - no queues, no runaround.
We’re hiring a Tier 1 Helpdesk Technician to join our in-office helpdesk team. This role is ideal for someone with strong IT fundamentals and excellent communication skills. You’ll start on the helpdesk handling Tier 1 calls and tickets, and as you grow, you’ll have a clear path to take on more advanced work and progress toward Tier 2 responsibilities.
Role Overview
As a Tier 1 technician, you’ll be the first point of contact for many client issues. Success in this role depends as much on call handling and clear English communication as technical ability - clients should feel heard, supported, and confident in the next steps.
Major Responsibilities & Duties
· Answer inbound support calls with a professional, calm phone manner; gather details and set clear expectations
· Provide Tier 1 support for common issues (Windows, printers, email, accounts, connectivity, basic application issues)
· Troubleshoot Windows 10/11 desktop issues and common business software
· Support Microsoft 365 basics (Outlook, Teams, password resets, MFA, basic user/account tasks)
· Perform basic network troubleshooting using tools like ping, ipconfig, tracert, nslookup and an understanding of IP addressing
· Create clear, accurate ticket notes and communicate updates in plain English (phone + email)
· Follow internal protocols/SOPs and contribute to our internal documentation and knowledge base (repeatable fixes, how-to notes)
· Collaborate closely with the in-office team; escalate appropriately with strong troubleshooting notes
· Occasionally travel to client sites for onsite support (as needed)
· Occasionally assist with after-hours or weekend work for planned maintenance (not common)
Core Skills
· Strong verbal and written English communication (phone + email)
· Professional call handling and customer service mindset
· Strong Windows desktop troubleshooting fundamentals
· Networking fundamentals: IP addressing, connectivity troubleshooting, Wi-Fi basics
· Comfortable using basic troubleshooting tools: ping, ipconfig, tracert, nslookup
· Organized, reliable, and able to prioritize in a busy helpdesk environment
· Strong documentation habits (tickets, internal notes, knowledge base updates)
Education & Certifications (Preferred)
· Diploma/degree in IT (or equivalent hands-on experience)
· CompTIA A+ (preferred)
· CompTIA Network+ (preferred)
· Other certifications are a bonus, but this role does not require programming/coding (SQL/Python/etc.)
Experience
· Experience is preferred (1–2 years in an IT support/helpdesk role is ideal)
· Recent grads with strong hands-on skills and the right attitude are encouraged to apply
Requirements
· Valid driver’s license and ability to drive (occasional onsite client visits required)
· Reliable vehicle
· Able to pass a police background check
Compensation & Benefits
· Competitive (depending on experience)
· Vehicle and smartphone allowance
· Comprehensive benefits package (medical and dental)
· Paid annual vacation
· Professional development and certification opportunities
· Clear growth path from Tier 1 → Tier 2
How to Apply
Email your resume to info@nexthop.ca Subject line: Tier 1 Helpdesk Technician – Application
Head Office: Unit 5 – 30465 Progressive Way Abbotsford, BC, V2T 6W3
