Tier 2 Technician

**About SureFire IT Solutions**

SureFire IT Solutions is on a mission to help businesses thrive using their technology—not in spite of it. Founded in 2006, we’ve supported small and medium-sized organizations with a friendly, no-jargon approach. We get excited when our clients can work effectively, knowing they have secure, reliable, and efficient tools at the ready.

This role is 100% based in Edmonton. It is not remote or work-from-home.
You’ll work directly with clients on-site and from our Edmonton office.

**The Opportunity**

We’re hiring a **Tier 2 Technician / Intermediate Support Technician** to join our collaborative team. This role is ideal for someone who enjoys solving technical problems, supporting diverse environments, and contributing to the success of our clients. You’ll work both remotely and on-site, providing support and participating in projects that make technology an asset for businesses.

**Key Responsibilities**

**Technical Support & Troubleshooting**
- Support client technology including workstations, servers, printers, networks, and vendor-specific hardware/software
- Provide support for Microsoft 365, Windows Server, Exchange, SQL, SharePoint
- Troubleshoot network issues including WAN/LAN connectivity, routers, firewalls, and VPNs
- Implement remote access solutions such as VPN and Remote Desktop Services

**Client Engagement & Collaboration**
- Communicate clearly and regularly with clients and the SureFire team
- Participate in daily stand-up meetings and ticket triage
- Collaborate with vendors and internal teams to resolve issues
- Participate in on-call rotation and respond to after-hours service requests

**Documentation & Process Improvement**
- Maintain accurate documentation of solutions and procedures
- Monitor alerts and escalate unresolved issues
- Contribute to improving customer service and satisfaction

**Required Skills and Experience**
- 3+ years in computer network management
- 2+ years supporting end users and server infrastructure
- 2+ years with virtualization technologies
- Strong knowledge of Windows OS, Windows Server (2008-Present), Active Directory, DHCP, DNS
- Experience with Microsoft 365, Exchange, Remote Desktop Services
- Firewall/router configuration, VPNs, virus/security protocols, TCP/IP
- Printer troubleshooting and general server access/permissions
- Reliable vehicle and valid driver’s licence for travel to client sites
- Excellent communication, documentation, and time-management skills

**Preferred Qualifications**
- Professional IT certifications (Microsoft MCP, MCSA, MCSE)
- A+ and NET+ certifications
- Experience managing end-client networks
- Familiarity with GPOs, Hyper-V, and basic accounting software

**Why Join Us**
- Competitive salary
- Dental and extended health care
- Paid time off
- Supportive, team-first culture
- Opportunities to grow and contribute meaningfully

Please include a short message explaining why you’d be a great fit for this role at SureFire IT Solutions.

**Application Questions**
- How many years of experience do you have in IT support or network/system administration?
- Which of the following technologies have you worked with extensively? (Windows Server, Microsoft 365, Hyper-V, Exchange, VPNs, Firewalls, etc.)
- What certifications do you currently hold?
- Describe a technical issue you resolved and how you approached it.
- Minimum Salary you would consider
- Why do you want to work at SureFire IT Solutions?

Pay: From $55,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- On-site parking
- Paid time off

**Language**:

- English (required)

Licence/Certification:

- Driving Licence (preferred)

Work Location: In person