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 , 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
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