Tier I Technician

Are you looking for a career in technology that enables you to expand your knowledge of IT and grow in a fast-paced, professional and managed services environment? Look no further, the SureFire team might be exactly what you’re looking for SureFire IT Solutions is a dynamic and evolving Managed IT Services Provider based out of Edmonton. For 19 years, our clients have entrusted SureFire IT to deliver world-class technology solutions capable of meeting and exceeding their expectations. With an industry leading reputation in client satisfaction and the most comprehensive strategic Managed IT solutions, SureFire IT is a leader in the Managed IT Services market. SureFire IT Solutions was founded in 2006 to help businesses in Alberta get the most out of their technology. As specialists in solutions for small and medium businesses, we connect with clients because our style is friendly and personal. No lofty jargon or confusing tech-talk. Just a simple, straightforward customer-centered approach based on trust, honesty, and integrity. Our clients consider us a Friend, Confidant, and Trusted advisor and rely on us for clear, unbiased expert technical advice within a practical budget. SureFire IT is looking to expand by bringing on a technology professional to join the team of Tier 1 technicians. As a tier 1 technician, you will be responsible for providing our clients with remote service and support, developing solutions to complex problems, performing timely support for our clients’ requests and resolving incidents as they occur. The requirements listed below are representative of the knowledge, skill, and ability required to be successful in this role. **Core responsibilities for this position include**: - Follow SureFire IT’s Service Call Intake procedures - Adhere to established service ticket creation standards - Troubleshoot and resolve client submitted issues - Provide consistent communication and updates - Escalate out of scope issues to 2nd level support - Monitor, review and action monitoring & security events - Other duties as required **Key skills and experience required for this role**: - Strong interpersonal skills, which include calm and welcoming telephone manner, active listening. Caring for our clients’ needs is a must - Phenomenal interpersonal skills - Excellent English written and verbal communication skills - Affinity for capturing organized details through documentation - Excellent time management capabilities - Ability to create and maintain detailed time records and work notes for every service and support request - Ability to prioritize work while managing multiple priorities simultaneously - Ability to work with a team of individuals in various tiers of support and management - Ability to solve complex problems and meet established deadlines **Technical expertise required**: - At least 1+ years of experience supporting Windows-based workstations & server infrastructure - At least 1+ years of experience supporting Microsoft cloud-based infrastructure (Microsoft 365 & Azure) - At least 1+ years of experience configuring and supporting enterprise networking environments **Training and Certification**: - A+ Certification is preferred Knowledge in basic networking configurations - NET+ Certification is preferred Experience in Windows Operating Systems - MS-900 - Introduction to Microsoft 365 is considered an asset - AZ-900 - Azure Fundamentals is considered an asset **What does SureFire IT Solutions have to offer?** - Competitive compensation package - Paid time off, plus personal days - RRSP matching - A modern office environment and fun team atmosphere. Our office is business casual, open-concept and highly collaborative - Opportunities for future growth within the company - Training and development This role is based out of our Edmonton office during our normal business hours, 8:00 AM - 5:00 PM, Monday through Friday. **SureFire IT Solutions is an “In-Person” first company. Remote work arrangements are not available for this position.** Pay: From $47,500.00 per year **Benefits**: - Company events - Dental care - Extended health care - Paid time off - RRSP match Application question(s): - Will you agree to complete a Criminal Records check? - Do you have access to reliable transportation to get to/from our office and potentially to client sites? - Have you ever been terminated "With Cause" from a previous employer? - Are you able to work in the SureFire office full-time (8:00 AM - 5:00PM Monday through Friday)? - Are you able to participate in SureFire IT Solutions 24/7 emergency On-Call support rotation? - Do you have experience working for a Managed IT Services Provider (MSP)? - Are you able to perform all of the essential functions of the position for which you are applying? - Do you have any planned extended absences that will prevent you from being able to work full-time throughout the 90-day probationary period? **Location**: - Edmonton, AB T6K 4C1 (required) Wo