IT Support Specialist II (Linux, MAC, Windows)

Direct Hire / Full time, Onsite Burnaby, BC Canada (Must be local to BC to be considered)

D-Wave (NYSE: QBTS), a leader in the development and delivery of quantum computing systems, software, and services. We are the world’s first commercial supplier of quantum computers, and the only company building both annealing and gate-model quantum computers. Our mission is to help customers realize the value of quantum, today. Our 5,000+ qubit AdvantageTM quantum computers, the world’s largest, are available on-premises or via the cloud, supported by 99.9% availability and uptime. More than 100 organizations trust D-Wave with their toughest computational challenges. With over 200 million problems submitted to our Advantage and Advantage2™ systems to date, our customers apply our technology to address use cases spanning optimization, artificial intelligence, research and more. 

You can read more about our company and our innovations in the pages of The Wall Street Journal, Time Magazine, Fast Company, MIT Technology Review, Forbes, Inc. Magazine, Wired and across many white papers. 

At D-Wave, we’re helping customers realize the value of quantum computing today and are shaping the quantum-driven industrial and societal advancements of tomorrow. 

About the role

This position is ideal for an experienced IT / Desktop Administrator who excels in delivering exceptional customer satisfaction and demonstrates strong organizational skills. As an IT Support Specialist II, you will collaborate with the IT team to provide front-line technical support to both local and remote employees. In this role, you will also contribute to shaping and optimizing service delivery in this area to enhance overall support efficiency. You take pride in delivering timely, friendly, and courteous support, possess a strong sense of urgency, and can effectively adapt to shifting priorities as needed.

What you'll do

• IT Support and Customer Service
• • Provide excellent and responsive end-user IT support, both locally and remotely, with a strong focus on customer service and satisfaction (white-glove service).
  • Cooperate closely with other subject matter experts (SMEs) on the team, including networking, security, and system administrators.
• Hands-On Technical Support
• • Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications (Professional LINUX, Windows and MAC experience required).
  • Troubleshoot and maintain networked devices such as printers and other IT equipment.
  • Configure, troubleshoot, and maintain telephone and conference systems.
• Employee Onboarding and Training
• • Conduct IT orientation for new employees, including system provisioning and technology training (both in-person and via video conference).
• System Management and Maintenance
• • Maintain and track desktop, laptop, and cell phone system configurations, and coordinate with vendors for synchronization and contact.
• Automation and Deployment
• • Work on the development and implementation of automated system installation and deployment solutions (e.g., PXE, Windows Deployment, scripting, Intune) for all operating system versions.

About You

• Education and Technical Expertise
• • A relevant technical diploma or degree in information technology or computing systems.
  • Professional experience / competence with Windows, MacOS, AND Linux (a high degree of command line proficiency in Linux OS) is REQUIRED.
  • Good foundation in networking and network services, including DNS, NTP, DHCP, etc.
  • Exposure to MS Active Directory, Office365, and virtualization technologies is an asset.
• Skills and Abilities
• • Strong troubleshooting skills, with the ability to resolve issues involving unfamiliar technology.
  • An organized approach to asset management.
  • Ability to maintain a fleet of iOS/iPadOS devices securely and efficiently.
  • Proven documentation and ticket management skills from previous roles.
  • Strong focus on service and excellent English communication skills (both verbal and written).
• Learning and Adaptability
• • An eagerness to learn, with the ability to independently seek out answers and escalate when necessary.
  • Flexibility to work evening and weekend hours when required.
  • Willingness and ability to travel to remote sites to resolve issues as needed.

A D-Waver's DNA

• We look at the future and say “why not”; we see possibilities where others see problems or routines. We show the way ahead and are committed to achieving ambitious goals.
• We practice straight talk and listen generously to each other with empathy. We value different opinions and points of views. We ensure that we connect outside as well as inside to learn from others and inspire each other.
• We hold ourselves accountable for delivering results. We make decisions & take responsibility so that we can act & support each other.
• As leaders we motivate & engage our teams to undertake beyond what they originally thought possible, by developing our teams & creating the conditions for people to grow and empower themselves through enabling & coaching.

Our Compensation Philosophy is Simple but Powerful: 

We believe providing D-Wavers with company ownership, competitive pay, and a range of meaningful benefits is the start of creating a culture where people want to give the best they’ve got — not because they’re simply making money, but because they’ve fallen in love with our vision, mission, values, and team. 

During the interview process, your Recruiter will explain how our rubrics work across all our total rewards (base, equity, bonus, perks, benefit, culture) offerings. The final offer is determined by your proficiencies within this level.  

Inclusion: 

We celebrate diverse perspectives to drive innovation in our pursuit. Our employees range from distinguished domain experts with decades of experience in their respective fields, to bright and motivated graduates eager to make their mark.

Our diverse and innovative team will make you feel appreciated, supported and empower your career growth at D-Wave.

The Fine Print: 

No 3rd party candidates will be accepted

It is D-Wave Systems Inc. policy to provide equal employment opportunity (EEO) to all persons regardless of race, color, religion, sex, national origin, age, sexual orientation, gender identity, genetic information, physical or mental disability, protected veteran status, or any other characteristic protected by federal, state/provincial, local law.