Careers

Senior Technical Support - CST II

Position Type: Full-time, permanent, hybrid with both in-office (required) and remote days.

We are seeking a Senior Support Specialist to analyze, diagnose, and resolve issues within our managed small-to-medium corporate environments. The products you will work on encompass servers, storage, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, related operating systems and some workstations/laptops using approved remote management tools. The technologies are various and include Microsoft, HPE, Fortinet, Kaseya, N-able and Meraki.

Key Responsibilities:

  • Conduct troubleshooting to resolution activities adhering to corporate Service Level Agreements, managed via PSA ticket system.
  • Analyze and resolve sometimes complex issues encompassing servers, storage, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, and operating systems, some workstations/laptops, using approved remote management tools.
  • Document all issues and resolutions carefully and accurately in the company's PSA (Autotask) and Documentation (ITGlue) Platforms. Update PSA and Documentation platforms to reflect changes in client environments or processes.
  • Develop and maintain the technical skills, knowledge, and certifications required for superior performance as a Technical Consultant.
  • Participate in organizational training programs as part of professional development.
  • Contribute to on-call rotation and after-hours support duties.
  • Prioritize and triage problems impacting client IT services for efficient resolution.
  • Coordinate with ServiceDesk, third-party vendors, and other internal IT teams as necessary.
  • Notify customers of issues, outages, and remediation status as required.
  • Maintain ongoing communication within the team and with external stakeholders regarding known issues and resolution steps.
  • Translate complex technical information into understandable terms for non-technical individuals.
  • Evaluate and test products, making recommendations.

Must-Haves:

  • 10+ years of direct technical support experience. HelpDesk support experience is desirable.
  • Analyze and resolve ticket issues encompassing servers, storage, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, related operating systems and some workstations/laptops 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: Active Directory, DNS, DHCP, File Servers, Group Policy, User Accounts, Network Infrastructure Monitoring
  • Based in Edmonton (or surrounding area)

Nice-to-haves:

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

Human Skills:

  • Personal confidence and a collaborative spirit.
  • Good initiative, tempered with desire to adhere to standards.
  • Ability to deliver well with time management: managing multiple tasks/projects, prioritizing effectively and showing attention to detail.
  • Written and verbal communication skills well suited for either business or technical audiences.
  • Analytical thinking and problem-solving abilities.
  • Desire for continuous learning and improvement.

Additional Requirements:

  • Clean and valid class 5 driver's license.
  • Participation in a weekly on-call rotation with after-hours support responsibilities.
  • Clear criminal record check.

APPLY:

Please visit our job posting on Indeed: https://ca.indeed.com/job/technical-consultant-client-support-ii-2db3bb8a3fbb56bd

We appreciate your interest in working with PC Corp.

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