Tier 2 IT Support Agent

Location: Bedford, Nova Scotia

Type: Permanent, Full-Time

Department: IT/AV Support
Reports to: Director, Operations

**About Us**
- **G23 Technologies**_

G23 Technologies is a technology company under the umbrella of Micco Companies providing advanced technology and AV solutions to a mixture of internal and external customers. Micco Companies is a family-owned group of local businesses that oversees a portfolio of companies operating in the restaurant, retail hospitality, fitness, warehousing, logistics, cannabis and beverage alcohol industries. The three pillars of Micco are investing in its people, investing in its business, and investing in the communities it does business in and our exceptional group of dedicated employees has a shared desire to grow our companies, deliver excellent service and support our community.

**Position Overview**

We are seeking a highly skilled and motivated Tier 2 IT/AV Support Agent to join our team. In this role, you will serve as a critical point of escalation for resolving complex IT support issues. You will work closely with Tier 1 support agents, end users, and internal teams to ensure smooth operation of IT systems and integrated technologies. This position offers the opportunity to work on a variety of technical challenges while contributing to the seamless integration of IT solutions in a dynamic environment.

**Key Responsibilities**:

- Provide Tier 2 support for hardware, software, and network-related issues across various environments.
- Diagnose and resolve escalated technical problems from Tier 1 support.
- Deploy, configure, and maintain IT systems, including desktops, laptops, printers, and mobile devices.
- Manage user accounts, permissions, and system access within Active Directory and other admin consoles.
- Maintain accurate documentation of incidents, solutions, and standard operating procedures.
- Collaborate with IT colleagues to implement upgrades, patches, and new system deployments.
- Monitor system performance and proactively resolve potential issues before they affect users.
- Provide end-user training and guidance on IT tools and best practices.
- Participate in the on-call rotation for after-hours support needs.

**Qualifications**:

- Minimum 4 years of hands-on IT support experience in a multi-site or complex business environment.
- Strong knowledge of Windows and macOS operating systems, networking basics (TCP/IP, DNS, DHCP), and Microsoft 365.
- Experience with helpdesk ticketing systems, remote support tools, and endpoint management platforms.
- Proficiency with Active Directory and Microsoft Exchange administration.
- Strong troubleshooting and analytical skills with a proactive and detail-oriented approach.
- Excellent communication and interpersonal skills; ability to explain technical concepts in user-friendly terms.
- CompTIA A+, Network+, or other relevant certifications considered an asset.
- Valid driver’s license and access to a reliable vehicle.

**Working Environment**

This position provides on-site IT support to a broad range of environments including office, warehouse, restaurant, real estate, and retail settings. Occasionally, you may also be required to provide in-person support at regulated facilities such as cannabis or alcohol production sites. All work must comply with site-specific safety and regulatory requirements.

**Schedule**
- Five (5), eight (8) hour shifts per week
- This position requires participation in an on-call schedule to manage emergency requests outside of standard business hours

**Ability to Commute/Relocate**

Main place of work is Bedford, Nova Scotia. Must be able to reliably commute within Atlantic Canada, including overnights.

**Work Location**

In person

**Job Types**: Full-time, Permanent

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

Additional pay:

- Overtime pay

**Benefits**:

- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Store discount
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Bedford, NS B4B 1Y3: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT support: 4 years (required)

Licence/Certification:

- CompTIA A+, Network+, or CTS (preferred)

Work Location: In person