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

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
• 4+ years with 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