IT Support, Tier Ii Technician

2 weeks ago


Edmonton, Canada SureFire IT Solutions Inc. Full time

SureFire IT Solutions, is on a mission to make businesses thrive using their technology, not in spite of it. Founded in 2006, SureFire has been helping small/medium sized organizations succeed with our friendly, no-tech-jargon approach. We get excited when our clients can work effectively because they know they have secure, reliable, and efficient tools at the ready.

What You Will Do
- Support client technology, including workstations, servers, printers, networks, and vendor specific hardware and software
- Support services for Microsoft related technologies: Microsoft 365, Windows Server, Exchange, SQL, SharePoint, etc.
- Resolve network level issues such as: WAN and LAN connectivity, routers, firewalls, and security.
- Solve problems and implement remote access solutions related to: VPN and Remote Desktop Services

What We Are Looking For
- The ability and willingness to communicate clearly, regularly, and efficiently with clients and the SureFire team, either through digital or voice communication
- A desire to resolve issues quickly and effectively
- An attitude to learn, collaborate, and jump in to help
- Documentation and time-management skills
- A calm manner that can easily adapt to new and unexpected challenges
- A passion for keeping businesses up and running and secure from outside threats
- The ability to drive yourself to/from client sites, using your own reliable vehicle

Industry Knowledge Requirements
- Printer troubleshooting
- General server access and permissions knowledge
- Server implementation, maintenance and management
- Configuration and implementation of Remote Desktop Service

Technological Knowledge/Education Requirements
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE
- A+ Certification (preferred)
- NET+ Certification (preferred)
- Experience managing & working with the following technologies is preferred:

- Windows OS
- Microsoft 365
- Windows Server (2008-Present)
- Active Directory Management (Azure AD Sync)
- DHCP
- DNS
- Remote Desktop Services
- 3+ years of experience in computer network management (required)
- 2+ years of experience supporting end users and server infrastructure in a business environment
- 2+ years of experience with virtualization technologies
- Experience in managing end client networks (preferred)
- Microsoft Exchange configuration and troubleshooting
- Firewall/router configuration
- Hyper-V knowledge
- Windows Server
- GPOs
- Routing and Switching
- VPNs
- Virus and Security
- TCP/IP

Þ Raise the bar

Þ Do the right thing

Þ Dedicate yourself to the flourishing of the SureFire team and our clients

This looks like:

- Troubleshooting and resolving issues
- Consistently communicating
- Collaborating on customer support within the SureFire Team or outside vendors
- Monitoring and reviewing alerts
- Improving customer service, perception, and satisfaction.
- Escalating service issues that cannot be completed within agreed timelines
- Participate in the on-call rotation, including responding to after-hour service requests
- Attending and preparing for daily stand-up morning meetings
- Triaging tickets and dispatching when necessary
- Assisting with client-focused projects as needed

Pay: $55,000.00-$65,000.00 per year

**Benefits**:

- Dental care
- Extended health care
- Paid time off

Schedule:

- Monday to Friday
- On call

Work Location: In person



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