This recruiter is online.

This is your chance to shine!

Apply Now

Senior Technical Support Specialist to analyze and resolve ticket issues related to networks, workstations, operating systems in a Microsoft environment.

Edmonton, AB
  • Number of positions available : 1

  • To be discussed
  • Permanent job

  • Starting date : 1 position to fill as soon as possible

Our client is seeking a Senior Technical Support Specialist to analyze and resolve ticket issues related to networks, workstations, operating systems in a Microsoft environment.


Responsibilities:

  • Analyze, diagnose, and resolve critical issues across servers, storage systems, workstations/laptops, LAN/WAN infrastructure, routers, switches, firewalls, and operating systems, using advanced remote management tools.
  • Serve as a senior resource, providing technical guidance to junior support analysts, reviewing escalated tickets, and establishing best practices for issue resolution.
  • Collaborate closely with the Service Desk, third-party vendors, and internal IT teams to resolve high-impact issues, ensuring continuity of service across interconnected systems.
  • Lead the documentation of complex issue resolutions and client-specific configurations in PSA (Autotask) and documentation platforms (e.g., ITGlue). Drive process improvements in documentation practices to enhance knowledge sharing within the team.
  • Conduct detailed analyses of network issues and implement optimizations for network performance and reliability, supporting Fortinet, Active Directory, DNS, DHCP, File Servers, Group Policy, and network monitoring systems.
  • Act as a senior point of contact for clients, communicating updates on high-severity issues, scheduled downtimes, and the status of resolution efforts with clarity and professionalism.
  • Communicate complex technical details and solutions in a way that’s accessible to clients and team members without a technical background, ensuring all stakeholders have a clear understanding of system issues and resolution plans.


Must-Haves:

  • 10+ years of technical support expertise
  • Analyze and resolve ticket critical issues encompassing servers, storage, workstations/laptops, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, and operating systems using approved remote management tools.
  • Proficient in Microsoft (Exchange, Office 365, Teams, desktop, server operations and administration)
  • Proficient in diagnosing network issues and supporting network infrastructures such as: Fortinet, Active Directory, DNS, DHCP, File Servers, Group Policy, User Accounts, Network Infrastructure Monitoring
  • MSP industry experience


Nice-to-Haves:

  • Based in Edmonton
  • Certifications and/or bachelor’s degree to support experience.
  • Visualization and security technology experience
  • Storage and backup technology experience




Apply

Requirements

Level of education

undetermined

Work experience (years)

undetermined

Written languages

undetermined

Spoken languages

undetermined