Tier 2 Support Technician

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 customer-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.
We are looking for an experienced Tier II Service Technician to join our talented 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.
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

The core requirements for this position are:

• Respond to incoming IT support requests via phone, email, chat, and though the ticketing system
• Troubleshoot and resolve network, hardware, software, and peripheral issues
• Document incidents and solutions clearly and accurately
• Provide on-site support to clients in Edmonton, AB and assist with remote assistance as needed
• Reinforce SLA expectations and manage user relationships with professionalism
• Apply existing documentation and standard procedures to prevent recurring issues
• Support equipment setups, moves, and replacements
• Perform maintenance on workstations, printers, and peripherals
• Strong interpersonal skills which include a calm and welcoming manner, active listening and customer care is a must
• Valid driver’s license and reliable vehicle

Technical expertise required:

• 4+ years experience configuring, supporting & maintaining:
• Microsoft Windows Server components
• Microsoft Azure environments
• Microsoft365 environments
• Solid practical technical knowledge of network and PC operating systems, current network protocols, and standards.
• Hands-on experience in hardware troubleshooting and extensive application support experience.
• Understanding of advanced networking principles
• Understanding of advanced Cyber Security principles
• Certifications in CompTIA A+, and ITIL are a strong asset
• Experience with Active Directory, Windows operating systems, Intune, MDM, RMM, endpoint management tools, and common security technologies.

Educational or previous experience recommendations:

• Post-Secondary in Computer Science, Information Technology, networking and/or Cyber Security
• A+ Certification is preferred Knowledge in basic networking configurations
• NET+ Certification is preferred Experience in Windows Operating Systems
• Microsoft Certifications MS-900 & AZ-900

Additional Responsibilities:

• Participate in the on-call rotation, providing SureFire’s clients with responsive support with critical technology infrastructure incidents.
• Accept escalations from and provide coaching to the Service Desk team members