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Support Lead, IT Services

Vancouver, BC, Canada Req #11
Tuesday, May 4, 2021
About Concert Properties

Putting people first is at the heart of the Concert story. We are deeply invested in improving the lives of the people who live and work in our communities, acknowledging that communities are more than just buildings. We focus on quality, consistency, and sustainability, and our business is driven by warm, passionate people who embody a desire to help each of us feel more connected to one another.

Since 1989, our real estate portfolio has grown to an asset value of $6 billion and includes condominiums, rentals, seniors' active aging communities, industrial and commercial properties, and public infrastructure projects across Canada.

Position Summary

Concert is continuing to grow in communities across Canada and we are looking for an IT Support Lead to join our Information Systems and Technology
(IST) team.

The successful candidate will be providing support to staff throughout the organization and guiding IT Support Technicians and partners in the delivery of IT Services. The individual will be responsible for receiving
requests for assistance and services, assessing their impact to staff, and following troubleshooting methodology to ensure that issues are addressed, and services are provided in a timely fashion. The Support Lead role advances IT
initiatives, assessing business need, and coordinates the delivery of IT services through internal and external resources to deliver excellent IT services to our business partners. 

The IT Support Lead will report to the Manager, IT Service Delivery. The role is based in Downtown Vancouver and will require frequent travel to all Tapestry Communities and other sites within British Columbia.

Duties and Responsibilities:

  • Provide service related to business applications and technology to meet service level objectives to our business partners.
  • Provide triage and resolve tier-one and tier-two support requests.
  • Administer and create user accounts, groups, security rights and assure the quality of outsourced services.
  • Administer and setup VoIP and digital telecommunications system (fixed and mobile).
  • Administer technical applications and dive deep into functionality in a super user capacity.
  • Assist in maintaining inventory of all software and hardware assets.
  • Assist in the evaluation of new technology and software.
  • Administer and maintain quality control of our partners.
  • Log all technical problems and their current status consistent with established processes.
  • Contribute to, develop, and follow our standard procedures and IT knowledge to enhance IT service.
  • Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any configuration change activities.
  • Assist in maintaining and delivering backup and disaster recovery procedures.
  • Assist in maintaining and delivering optimal cyber security practices.
  • Lead assigned technology initiatives across the organization.
  • Additional responsibilities and duties may be required to successfully perform this position from time to time.

Experience and Characteristics:

  • Minimum of 5 years of experience in the field of IT technical services.
  • Degree or diploma in Information Technology or combination of experience and industry certifications. (e.g. ITIL, Microsoft, AWS, Networking).
  • Experience in a hybrid environment including Microsoft.
  • Office 365, SharePoint Online, Azure, Teams, Windows Server, Windows 10, mobile
  • operating systems such as iOS and Android.
  • Demonstrated organizational skills and ability of documenting trouble shooting, processes, procedures, and initiative outlines.
  • Excellent customer service and communication skills and ability to assess business need.
  • Independent problem-solving and self-directed, requiring minimal daily supervision.
  • Working knowledge of managing file/print services.
  • Working knowledge of routing, switching and firewalls.
  • Experience in a Juniper or Meraki network environment is preferred but not required.
  • Some experience with application support for SharePoint preferred.
  • Valid drivers license and an ability to visit satellite locations as needed.

Why you should join Concert 


Concert is proud to have been named BC’s Top Employer for 2021!


We are a proud Canadian company, providing quality employment across the country and working together with the people we serve to realize our vision – building resilient, inclusive, sustainable committees. 


Our success is based on our employees – on a passionate, talented team who value a collaborative culture, a desire for excellence and a willingness to give back.  We truly value our team members and offer competitive pay, and comprehensive benefits and perk programs that support and promote employee health and wellness.


If you are interested in this role and have the necessary qualifications, please kindly forward your resume.


Please be advised that only qualified, short-listed candidates will be contacted.


Thank you for your interest in Concert!

Other details

  • Job Family Concert
  • Vancouver, BC, Canada