Senior Technical Support Engineer

Redarx Cyber Group | Full-Time | Canada (Remote + On-Site as required)** Redarx Cyber Group is a rapidly growing Canadian MSP and cybersecurity provider operating on NIST and CIS frameworks. We support clients across Western Canada with a strong focus on Zero Trust, endpoint security, cloud architecture, and operational excellence. We are expanding our technical team and seeking a Senior Technical Support Technician (Tier 2) with strong diagnostic abilities, proven experience in managed services, and the discipline to follow structured processes and documentation standards. This role is ideal for someone who excels in complex troubleshooting, understands modern cloud and on-prem environments, and can take ownership of issues from escalation to resolution with minimal supervision. **** CANDIDATES WILL BE TECHNICALLY ASSESSED. USE OF AI WILL NOT BE PERMITTED **** Skills listed on your resume will be tested. Only list what you can confidently demonstrate Key Responsibilities Technical Support & Troubleshooting Handle escalated Tier 2 service tickets with urgency, accuracy, and complete documentation. Diagnose and resolve complex workstation, server, network, and application issues. Perform root-cause analysis on recurring incidents and implement prevention strategies. Microsoft 365 & Entra Administration Manage Microsoft 365 tenants, security rules, Conditional Access, MFA, mail flow, SharePoint/OneDrive, and identity lifecycle. Configure Exchange Online, Teams, Defender, Intune (nice to have), and compliance/security policies. Interpret and respond to alerts related to identity compromise, malware, phishing, and suspicious activity. Infrastructure & Server Management Administer Windows Server environments, including AD, DNS, DHCP, file servers, Hyper-V virtualization, and backup systems. Perform server deployments, patching, migrations, and general maintenance following change-management procedures. Linux & Docker Support Linux-based servers and services used for monitoring, dashboards, containerized applications, and internal tooling. Deploy, update, and manage Docker containers and troubleshoot containerized environments. RMM & PSA Tools Use RMM tools to patch, monitor, secure, and maintain client devices. Work within a PSA (ticketing, documentation, scheduling, asset management) to ensure accurate, complete work logs. Create or support automated tasks, scripts, and monitoring items. Vendor & Security Tools Manage updates, upgrades, and deployments of vendor security tools (EDR, MDR, backup software, ThreatLocker, etc.). Monitor and respond to security alerts, user reports, and system anomalies. Client Interaction Communicate clearly with clients, in both technical and non-technical language, ensuring they understand the issue, impact, and resolution. Represent Redarx professionally and uphold a security-first mindset. Required Skills & Qualifications Minimum 3–5 years in an MSP or fast-paced IT support environment. Strong diagnostic and troubleshooting skills across Windows, networking, and cloud systems. Deep understanding of Microsoft 365 administration, Exchange Online, Entra ID, and Conditional Access. Experience with Windows Server (2016–2022), Active Directory, GPO, DNS, DHCP. Solid understanding of Hyper-V and virtualization concepts. Hands-on Linux server administration and Docker experience. Experience with cloud security tools, EDR/MDR, and vendor ecosystems (Bitdefender, ThreatLocker, Blackpoint, MSP360, etc.). Experience using RMM and PSA platforms (Syncro, HaloPSA, ConnectWise, or similar). Ability to follow structured SOPs, document work clearly, and adhere to security standards. Strong written and verbal communication skills. Nice-to-Have Experience Scripting knowledge (PowerShell, Bash). Network fundamentals (VLANs, firewall rules, VPNs, DHCP scopes). Azure AD / Entra security architecture. Intune / MDM configuration. Cybersecurity certifications or training (CompTIA Security+, Microsoft, ISC2, etc.). Who You Are You take pride in solving problems properly, not just quickly. You follow procedures because you understand the security and business impact of skipping steps. You thrive in an environment where accuracy, accountability, and security matter. You value teamwork and communicate openly when you need help or when you identify risks. You are self-driven, disciplined, and constantly improving your skills. What We Offer Competitive salary based on experience. Training and certification opportunities in cybersecurity, cloud, and advanced technologies. A strong culture of accountability, growth, and continuous improvement. Opportunity to work with modern tools, frameworks, and real-world cybersecurity environments. How to Apply Send your resume with a brief introduction outlining: Relevant experience in MSP environments Your strongest technical area A complex issue you diagnosed and resolved Email applications to: careers@redarx.ca