Support specialist ensuring system functionality and user productivity as the first line of technical support. Investigating issues, managing tickets, and provisioning users remotely.
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- identify recurring issues, misconfigurations, and outdated systems and report them internally with clear, actionable recommendations.
Requirements
- 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.
Benefits
- health and wellness benefits (including a health spending account)
- fitness allowance
- flexible hybrid work options
- generous professional development allowances
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No Education Requirement
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