Tier 1/2/3 IT Technician/Senior Systems Engineer

Join a trusted team. Keep businesses running. Grow your IT career with a 30-year MSP.

Willcraft Technologies is a family-owned Managed Service Provider proudly serving Lloydminster and surrounding areas for more than 30 years. We support clients in healthcare, oil & gas, legal, accounting, education, and small/medium business—delivering secure, proactive, reliable technology solutions.

We're seeking a service-driven, technically skilled Tier 1/2/3 Support Specialist who wants to grow in a fast-moving environment while helping local businesses stay secure and productive.

If you enjoy solving problems, talking to people, learning new technologies, and being part of a close, supportive team—this role is for you.

About the Role - Tier 1/2

As a Tier 1/2 Technical Support Specialist, you'll be on the front line of our service team. You'll troubleshoot issues, provide remote support, deploy solutions, escalate when needed, and ensure every client interaction reflects our values.

You will work closely with our Operations Manager, senior technicians, and onboarding teams to deliver a best-in-class client experience.

This role has clear advancement pathways into Tier 3, Network Analyst, Cybersecurity, or Project roles for the right individual.

What You'll Do

Technical Support & Troubleshooting

• Respond to support tickets, calls, and emails in a timely manner
• Diagnose and resolve issues involving:
• Windows OS
• Microsoft 365
• Networking basics (DNS, DHCP, VPN, Wi-Fi)
• Hardware/peripherals
• Printers & shared drives
• Line-of-business applications
• Escalate complex issues to Tier 3 when necessary

Client Service & Communication

• Provide friendly, professional communication with every client
• Document all work performed in the ticketing system
• Follow up with clients to ensure resolution and satisfaction
• Maintain strong relationships with long-standing customers

Deployments & Projects (Tier 2 Level)

• Assist with workstation setups and replacements
• Support server and network equipment deployments
• Contribute to onboarding processes for new clients
• Ensure documentation and checklists are followed consistently

Operational Responsibilities

• Maintain accurate ticket notes, time entries, and status updates
• Participate in daily huddles and weekly team meetings
• Support after-hours emergency rotations

You'll Be Successful Here If You…

• Take pride in your work and care about solving problems
• Enjoy talking with clients and helping non-technical people
• Thrive in a structured, process-driven environment
• Are eager to learn and move up through the technical ranks
• Keep calm when things get busy
• Follow through on tasks and communicate clearly
• Are organized and detail-oriented
• Want to grow inside a stable, community-focused company

Qualifications

Required:

• 1–3 years of IT support experience in a helpdesk, MSP, or technical support role
• Strong troubleshooting fundamentals (Windows, 365, networking basics)
• Strong written and verbal communication skills
• Ability to work independently and as part of a team
• Valid driver's license & reliable transportation

Nice to Have:

• MSP experience (highly preferred)
• Experience with RMM/PSA tools
• Familiarity with backup systems, security tools, MFA, and conditional access
• CompTIA A+, Network+, or equivalent certifications
• Experience with Active Directory, Azure AD, or Microsoft Intune

Tier 3 Technician / Senior Systems Engineer

As a Tier 3 Technician, you will be the escalation point for complex technical issues and the leader on advanced implementations. You will work closely with our Operations Manager and Tier 1/2 team to ensure high-level resolution, excellent documentation, and strong technical standards across our service stack.

This role is ideal for someone who enjoys:

• Leading major projects
• Designing solutions
• Working directly with clients
• Mentoring junior technicians
• Owning environments end-to-end

What You'll Do

Tier 3 Escalations

• Resolve complex issues involving servers, networking, virtualization, security, cloud infrastructure, and integrations
• Provide deep technical troubleshooting and root-cause analysis
• Support escalation requests from Tier 1 and Tier 2 technicians

Implementation & Projects

• Lead or support major implementations, including:
• Server deployments & migrations
• Network redesigns
• Firewall and security stack deployments
• Microsoft 365 & Azure projects
• Backup/disaster recovery implementations
• Cybersecurity upgrades
• Ensure all projects follow Willcraft's documentation and scope processes

Proactive Technical Leadership

• Improve client environments through standards alignment
• Participate in technical roadmapping and infrastructure planning
• Review client technical risks and propose remediation plans
• Help build and update internal SOPs and best practices

Mentorship & Internal Support

• Mentor junior staff and raise the technical bar of the team
• Provide admin/support for our RMM, PSA, and monitoring tools
• Collaborate with Sales & TAM to support QBRs and solution design

Client-Facing Responsibilities

• Attend client meetings for technical planning
• Present complex topics in clear, client-friendly language
• Maintain strong, trusted relationships with key accounts

You'll Be Successful Here If You…

• Thrive in an MSP environment
• Enjoy technical autonomy and solving complex issues
• Communicate clearly with both clients and teammates
• Are detail-oriented and documentation-driven
• Want to mentor others and elevate the team
• Can balance project work with escalations and priorities
• Take ownership and pride in your work
• Value long-term client relationships

Essential Technical Requirements

Candidates should be confident with most of the following:

Core Infrastructure

• Windows Server (2012–2022)
• Active Directory & Group Policy
• Azure AD / Entra ID
• Intune device management

Networking

• Firewalls (Fortinet, SonicWall, WatchGuard, or similar)
• VLANs, routing, VPNs
• Wi-Fi systems & switching fundamentals

Cloud & Productivity Tools

• Microsoft 365 administration
• Azure infrastructure experience (VMs, storage, security)
• SharePoint, OneDrive, Teams troubleshooting

Security

• MFA, conditional access
• Endpoint security tools
• Patch management
• Backup & disaster recovery systems

Tools

• Experience with PSA/RMM platforms
• Documentation platforms such as IT Glue
• Ticketing system best practices

Qualifications

Required:

• 3–7 years experience in an MSP or similar technical environment
• Strong troubleshooting & diagnostic skills
• Proven experience leading projects
• Excellent written and verbal English communication skills
• Valid driver's license
• Ability to work on-site at client locations
• Reliable transportation

Preferred:

• Certifications (MCSA, Azure, Network+, Security+, etc.)
• Experience designing infrastructure or solution architecture
• Cybersecurity exposure

Compensation & Benefits for all roles:

• Competitive salary based on experience
• Overtime pay for after-hours emergencies
• Extended health & dental benefits
• Complimentary gym membership to Viking Strength
• Training, certifications, and advancement pathways
• A supportive leadership team that prioritizes culture and growth

Our Core Values

We hire, lead, and reward based on our core values:

Integrity
• Accountability
• Service Above Self
• Respect
• Continuous Improvement

We want someone who embodies these values and contributes positively to our culture.

About Willcraft

As a 30-year, family-owned MSP, we've built a reputation for long-term partnerships, community involvement, technical excellence, and being the team businesses trust when it matters most.

How to Apply

Submit your resume and a brief introduction explaining:

• What excites you about working in an MSP environment
• What type of technical problems you enjoy solving most
• Why you believe you'd be a good fit for Willcraft's team

Apply directly on Indeed or email 

Job Type: Full-time

Pay: $43,680.00-$86,505.42 per year

Benefits:

• Dental care
• Extended health care
• On-site parking
• Paid time off

Work Location: In person