Tier 2 Support Technician

5 days ago

Sherwood Park, Canada Alt-Tech Full time

**About Us**
Alt-Tech Inc. is an award-winning leader, based Sherwood Park, Managed Security, AI, Automation, and IT company proudly serving Alberta businesses for almost 20 years. We specialize in the security, design, installation, and support of computer systems and networks for small, medium, and large businesses. Our mission is to deliver reliable, high-performance IT infrastructure that is easy to leverage towards the success of each business we serve—backed by our dedicated team of professional IT consultants and network analysts. At Alt-Tech, our corporate culture is second to none. We pride ourselves on our core value**:Family**. Being part of the Alt-Tech family means more than just teamwork—it’s how we support each other and our clients every day. If you're passionate about technology, eager to expand your skill set, and looking for a place to grow, we’d love to hear from you. **What We Offer**
- Competitive wage and benefits package
- Fun, dynamic, and flexible work environment
- Personalized training and development plans
- Exposure to new technologies and services
- A supportive and experienced team
- Opportunities for professional growth
- And more

**Position Overview**
We are currently hiring a **Tier 2 Support Technician** to join our team in Sherwood Park, Alberta. This is a full-time, mid-level role supporting escalated technical issues, mentoring junior staff, and working directly with clients in the greater Edmonton area. **Key Responsibilities**
- Provide remote and on-site software/hardware support for Alt-Tech clients
- Handle escalation tickets from Tier 1 Support
- Mentor and support junior team members
- Deliver end-user training and create relevant documentation
- Collaborate with vendors to resolve advanced issues
- Travel occasionally within the greater Edmonton area for client support

**Required Skills & Qualifications**
- Positive, can-do attitude with a strong work ethic
- Fluent in written and spoken English
- 3-5 years of IT support experience
- Experience in server and network technical support
- Strong troubleshooting skills with computer hardware, software, and mobile devices
- Proficiency in the following Microsoft technologies:

- Windows 10/11
- Windows Server 2016/2019
- Active Directory, DNS, DHCP
- Microsoft Office 2016 / Microsoft 365
- Microsoft Azure, OneDrive, SharePoint

**Preferred Qualifications**
- Microsoft Certifications (e.g., AZ-900, MS-900, SC-900, AZ-104, MS-102)
- Experience with:

- Lenovo PC hardware
- Tools such as Malwarebytes, ThreatLocker, and Ninja RMM
- Background in project-based environments or experience on project teams
- Familiarity with project management principles
- Experience supporting a variety of business sizes and industries
- Creative problem-solving capabilities
- Ability to work both independently and collaboratively in a fast-paced environment

**Education**
- Post-secondary diploma or degree in Computer Technology or related field preferred
- A combination of education and experience will be considered

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