Technician L1

As we continue to grow, we are looking for an IT Support Technician L1*
* to join MSP Corp Prairies team.

About the Role
As IT Support Technician*
* L1, you will be an integral player for our team. You will be responsible for handling incidents and requests (Level 1 support tickets) to assist customers providing fast, courteous, and efficient service to maintain a high level of user satisfaction. We are looking for a bright, passionate, and motivated IT Support Technician L1. This role requires someone with an ambitious nature for continuous learning who has 1-3 years of experience working in a help desk environment with a Managed Services company.
- *
*
- Schedule**:Monday to Friday, 40 hours per week, 8:00am-5:00pm
- Location:Edmonton, AB
- Work Mode:Hybrid - What You Will Do
- Follow-up on tickets (requests and incidents) closely with end-users and ensure ticket lifecycle does not exceed defined standard
- Maintain constant communication with clients for assigned tickets
- Identify recurring issues and propose improvements to reduce ticket volume and enhance user experience
- Provide technical support for users and devices (PCs, laptops, Macs, smartphones), including troubleshooting, resolution, and escalation of issues.
- Coordinate IT onboarding and offboarding processes, including provisioning/deprovisioning of hardware, software, account access, and licensing
- Monitor and investigate NOC alerts
- Prioritize and manage multiple requests based on urgency/impact of request
- Work closely with other IT team members to ensure the highest possible level of service
- Ensure documentation is regularly updated and accessible, including standard operating procedures and troubleshooting guides - What We Are Looking For
- Minimum 1-3 years experience in a similar position with a Managed Services provider.
- Ability to help users install and configure smartphones (IOS, Android)
- Extensive experience with Windows (10/11) and Mac devices (Desktop and Laptops)
- Strong knowledge of on-premise active directory, EntraID, Office 365 cloud administration, SharePoint, Teams, Onedrive for business, Remote Desktop environments, VPN connections.
- Strong knowledge of windows server and associated services such as DNS, DHCP, Print and File services
- Strong interpersonal and communication skills, both verbal and written with the ability to communicate and articulate technical information simply with a customer-first mindset
- Experience with ticketing systems (ConnectWise is an asset)
- Strong analytical and problem-solving skills
- Strong ability to analyze situations, diagnose problems, and develop and implement solutions
- Ability to prioritize and multi-task several requests in parallel
- Able to work independently or in a team with mínimal supervision
- Exceptional time management and self-management skills.
- Self-motivated and directed
- Extremely detail oriented - Why Work at MSP Corp
- Benefits package.
- Dynamic work environment.
- Corporate gym discounts.
- Wellness day.
- Opportunities for growth and training.