Field Support Technician

Position Summary

The Field Support Technician (Level 2) provides advanced technical support for customer and network-related issues that require expertise beyond Level 1. This role is responsible for diagnosing and resolving more complex problems, responding to system-generated alerts, and delivering on-site support when required. The technician maintains ownership of each case through to full resolution, ensuring timely communication and a positive customer experience. This position requires strong troubleshooting ability, clear communication, and effective collaboration with internal teams, including Level 3 support. Remote and on-site work is required, with travel as necessary. Preference will be given to candidates located in and around the Cross Lake, MB community area.

Responsibilities:

Advanced Technical Support

o Perform advanced troubleshooting using specialized diagnostic tools and methodologies.

o Resolve escalated Level 1 issues and engage directly with customers to gather additional details as needed.

o Proactively analyze, triage, and report network issues to ensure timely remediation.

o Remain the customer's primary point of contact until the issue is fully resolved, providing continuity and ownership of the case.

Remote & On-Site Field Support

o Provide remote technical support Monday to Friday, 9:00 a.m. to 5:00 p.m.

o Conduct on-site support within standard business timelines (currently estimated at within five business days, to be finalized).

o Travel to customer sites as required during both the ramp-up period and ongoing support phases.

o During the 2026 ramp-up period (March–December), provide up to three weeks per month of on-site field support, subject to project needs.

o After the ramp-up period, provide four days of on-site field support bi-weekly, based on the assumption that approximately 25% of monthly calls require field services.

o Support beyond standard levels may be billed to clients on a time-and-materials basis.

Coordination & Communication

o Communicate updates to customers regularly regarding case status and next steps.

o Collaborate with Level 3 helpdesk support on complex or unresolved issues.

o Document work performed, resolution steps, follow-up actions, and any recommendations.

o Interact with internal and external parties as necessary to support issue resolution.

Other Duties

o Maintain accurate case records and metrics.

o Assist with continuous improvement of support processes and tools.

o Perform additional support-related duties as assigned, including assisting the Level 1 Helpdesk.

Competencies:

Customer Service & Communication: Delivers professional and responsive support while ensuring customers feel heard and informed. Communicates technical information in clear, understandable terms. Maintains regular updates and sets appropriate expectations throughout the support process.

Technical Expertise: Demonstrates strong troubleshooting skills with the ability to diagnose and resolve complex issues using advanced tools and methods. Applies solid knowledge of network, hardware, and connectivity systems. Adapts quickly to new technologies and evolving support needs.

Problem-Solving & Analytical Thinking: Identifies root causes efficiently and develops effective solutions in both remote and field environments. Uses sound judgment to determine when to escalate issues. Approaches challenges with a methodical and analytical mindset.

Time Management & Prioritization: Manages multiple cases effectively while balancing remote and on-site responsibilities. Prioritizes tasks based on urgency and customer impact. Maintains organization and focus in a fast-paced support environment.

Team Collaboration: Works cooperatively with Level 1 and Level 3 teams to resolve complex issues and share technical knowledge. Supports a collaborative environment by communicating clearly and contributing to collective problem-solving. Maintains professionalism and reliability in all team interactions.

Requirements:

Education:

o High School Diploma or equivalent would be considered an asset.

o Post-secondary education in Information Technology, Telecommunications, or a related field is considered an asset.

Experience:

o Minimum 2 years of technical support experience, preferably in a helpdesk, telecommunications, or network operations environment.

o Experience with field service or on-site customer support is an asset.

Skills:

o Strong diagnostic and troubleshooting skills.

o Solid understanding of networking fundamentals, internet technologies, and customer connectivity.

o Ability to work independently in remote and field settings.

o Excellent communication, documentation, and customer service skills.

Certifications:

o IT or telecommunications certifications (e.g., CompTIA A+, Network+, CCNA) are considered an asset.

o Must have a valid Class 5 driver's license.

Working Conditions:

· Ability to work remotely and on-site as required.

· Ability to work outdoors in all types of weather.

· Travel is required for customer field support visits.

· Must be able to lift and carry up to 50 lbs.

· A criminal background check is required due to the necessity of customer premises visits as part of the job responsibilities.

· Ability to sit or drive for extended periods and handle customer calls as needed.

Reporting to: Network Systems Architect

Compensation: Base wage of $25– $30 per hour. Actual wage will be determined based on experience and qualifications. We offer competitive total compensation complete with comprehensive benefits package, such as:

· Health/Dental/Paramedical insurance

· Vision insurance

· Life insurance

· Paid time off

· Job-related training and professional development opportunities

· Opportunity for post-secondary scholarships for dependents/spouses

· Fun social events

We aim to foster a culture of inclusivity as an equal-opportunity employer, recognizing that our greatest asset is our people. We are committed to attracting and retaining a diverse workforce, and qualified applicants will be considered for employment. We encourage applications from individuals with disabilities, Indigenous peoples, and members of visible minorities.

If you are an enthusiastic, goal-oriented individual who is interested in being a part of our team, then we want to hear from you Only those eligible to work in Canada need apply as we will not assess those that do not meet that minimum requirement.

We thank all who apply for their interest and time, however, we will only contact those who we have short-listed for an interview.

Job Type: Full-time

Pay: $25.00-$30.00 per hour

Expected hours: 40 – 50 per week

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Mileage reimbursement
• Paid time off
• Vision care

Education:

• Secondary School (preferred)

Licence/Certification:

• Class 5 Driver's Licence (required)

Work Location: Hybrid remote in Cross Lake, MB