About the role

Tier 2 Technical Analyst resolving technical issues remotely and onsite for Accurate's clients in Edmonton and Calgary. Maintaining documentation, client communication, and ensuring quality support throughout the process.

Responsibilities

troubleshoot and resolve intermediate to advanced technical issues, working remotely or onsite at client locations as needed
follow established processes to minimize client downtime and resolve issues accurately, often on first contact, with minimal rework or escalation
communicate with clients at every stage of the ticket lifecycle; gathering information, explaining solutions clearly, and keeping them informed throughout the process
ensure all work is fully documented in Autotask and IT Glue with every ticket, including steps taken, resolution details, time entries, ticket titles, and field updates
maintain working knowledge of supported systems, platforms, and tools including Microsoft 365, Azure, Windows 10/11, Windows Server, line-of-business applications, printers, SMTP, networking, and security and remote monitoring stack
identify recurring issues, misconfigurations, and outdated systems and report them internally with clear, actionable recommendations.

minimum of 1 year of experience providing remote or deskside IT support at the Tier 2 level or above
hands-on experience administrating and troubleshooting Windows 10/11 devices, Microsoft 365 and Azure environments, line-of-business applications, printers and SMTP settings, and network issues
ability to troubleshoot methodically by digging into a problem, following the thread, and not stopping until understanding the root cause
clear and professional communication with clients and vendors at all levels
thorough and consistent documentation; tickets and IT Glue entries should be reliable
adaptable and can manage a varied ticket queue without losing composure or quality
valid driver’s licence and access to a reliable vehicle for occasional onsite client visits
diploma in IT or a related field is preferred
Microsoft certifications are considered a strong asset
experience in an MSP environment is a strong asset.