Tier II Technician

SureFire IT Solutions is a dynamic and growing technology management service company located in southeast Edmonton. We are looking for an experienced Tier II Service Technician to join our fun and supportive team. The successful candidate is a key contributor in the success of managing our client’s networks. This is achieved by quickly resolving incidents that our clients open tickets for and by constantly monitoring the alerts generated by our tools to resolve incidents before our clients are aware.The requirements listed below are representative of the knowledge, skill, and/or ability required. Success in the Tier II Technician position will be based on your ability to meet or exceed our client’s expectations and by exceeding the SLA (Service Level Agreements) put in place for the various agreements.
The position is full-time Monday-Friday from 8:00am-5:00pm.Candidates must possess a valid driver’s license with access to a vehicle suitable for use to travel to and from client sites. The expertise and skills required for this position are:

• Strong interpersonal skills which include a calm and welcoming manner, active listening and customer care is a must
• Strong skills in documentation and organization of details
• Excellent time management skills
• Ability to provide and maintain detailed documentation for each job
• Ability to work on multiple priorities simultaneously
• Ability to work with a team of individuals in various tiers of support and management
• 3+ years of experience supporting end users and server infrastructure in a business environment
• Valid driver’s license and reliable vehicle

Technical expertise required:

• Strong computer skills and the ability to effectively communication through email
• Knowledge in basic networking configurations
• Experience in Windows Operating Systems
• Ability to remain in contact with the client through the completion of the incident
• Ability to solve complex technical problems and meet deadlines

Educational or previous experience recommendations:

• A+ Certification is preferred Knowledge in basic networking configurations
• NET+ Certification is preferred Experience in Windows Operating Systems
• Microsoft Certifications MS-900 & AZ-900
• 3+ years’ experience in computer network management is required

The key tasks and responsibilities for this position include:

• Respond to advanced support issues both remotely and onsite at various locations across Edmonton
• Troubleshoot and resolve end user issues
• Provide consistent communication and updates
• Coordinate customer support with team and Service Manager
• Monitor and review alerts
• Participate in the on call rotation, providing SureFire’s clients with responsive support with critical technology infrastructure incidents.

In addition to a competitive salary and benefits, we also offer:

• A great office environment and fun team atmosphere. Our office is business casual, open-concept and highly collaborative
• Opportunities for future growth within the company
• Training and development

More about SureFire IT Solutions:SureFire IT Solutions was founded in 2006 to help businesses in Edmonton, Alberta get the most out of their technology. As specialists in solutions for small and medium businesses on a budget, we connect with clients because our style is friendly and personal. No lofty jargon or confusing tech-talk. Just simple, straightforward client-centered approach based on trust, honesty and integrity. Our clients consider us a Friend, Confidant, and Trusted advisor and rely on us for clear, unbiased expert technical advice.