Junior Tier 2 Technical Analyst
5 days ago
Accurate Network Services Inc. is on the hunt for a master-class Junior Tier 2 Technical Analyst to join our team in our Edmonton or Calgary office
The person who holds this role is the voice at the end of the line providing awesome—not to mention critical—customer support. As the core of the Accurate Service Desk, we count on you to create an incredible customer experience by troubleshooting the issues that arise in a timely and effective manner.
As a Technical Analyst at Accurate, you will be working with a small team of techs to support a select group of clients. We use Autotask to track tickets and time worked, and we’ll provide ample training on how the mechanics of the system work.
This is a full-time position (weekdays from 7:00 am to 3:30 pm) with potential for occasional after-hours and weekend work. You will be required to take part in an on-call rotation to respond to client after-hours emergency calls (approximately one week every 18 weeks). This role is primarily based out of the office, however there may be occasional onsite work at our client’s locations.
**Key Accountabilities**
- Bring tickets to resolution to minimize the client downtime - working remotely and going onsite to the client’s location, as needed.
- Ask for help or escalate tickets as needed.
- Communicate with the client at each stage of the ticket.
- Answer client calls from the team phone queue.
- Update our documentation with every ticket to maintain up-to-date and accurate client information.
**Qualifications & Experience**
You are a new graduate from a technical program looking for your first role in IT with some foundational knowledge:
- Providing either remote and/or deskside IT support
- Administrating and troubleshooting Windows 10/11 devices
- Administrating and troubleshooting Microsoft 365 and Azure environments
- Administrating and troubleshooting Printers and SMTP settings
- Troubleshooting Network issues
- Strong communication skills to work with vendors and clients directly
- Strong problem solving skills
- A valid driver’s license and reliable vehicle
**Why Work Here?**
We offer competitive salaries, health and wellness benefits (including a health spending account), a
fitness allowance, and flexible hybrid work options—but so do a lot of other companies.
What makes Accurate stand out from the herd?
- We value your personal and professional growth—we offer generous professional
development allowances, and you’ll have the opportunity to grow upwards in your career
- You’re not a cog in a giant, immoveable, unthinking machine—be a part of a company where
your voice is valued and your ideas can be put into motion
- Life’s too short to work with people you dislike—we focus on building a diverse crew of good
and talented people, and we stay connected through social events worth writing home about
**About Us**
Accurate Network Services Inc. is an IT Managed Services Provider serving Edmonton and Calgary.
Our mission is to use Accurate as a platform to better the lives of the people we work with—through
collaborative partnerships with our clients, employees, vendors, and surrounding communities, we
believe we can achieve that. We’ve been living out our vision for over 15 years, growing from a one man-shop
to the 50+ person organization we are today. We’re proud of the boutique service we offer our clients—service so good
it’s actually worth talking about; the majority of our business growth is the result of word-of-mouth referrals.
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