Job Description

This job posting was written by a

human

because we're looking for great

people

to join our team and provide outstanding service to our clients.... Who are also awesome

people

, if this sounds interesting, read on.

To apply for this position, please complete the assessment found here:

https://www.ondemandassessment.com/o/JB-S02Q6XKMF/landing?u=62020

About Us

Tier 3 I.T. Solutions has been serving other businesses since 1990. Our expertise is in designing, implementing and supporting the technologies used by our clients' businesses. We're guided by our mission to:

Help build stronger businesses through thoughtful technology implementations

. We are constantly pushing ourselves and our staff to grow, learn and excel in order to better serve our client's needs. We believe in supporting the communities that have supported us and are therefore proud to sponsor the STARS Air Ambulance, Riseup Society of Alberta, Community Options, and a myriad of other local community groups.

Tier 3 I.T. Solutions Ltd. depends on the technical leadership of their technical team to enhance the security, stability, and supportability of our clients' technology environments. They are enthusiastic about exploring, implementing, and supporting various technologies across our client base. They consult with our other team members on technology solutions and strategies as well as delivering solutions directly to our clients. The technicians that succeed in this position are able to consider the "big picture" of how technology changes can affect our clients operations and help them achieve their business goals. Additionally, they are able to communicate to the client and other internal teams the need for the change and how to support the client moving forward. They act as our technical experts and mentors for all other delivery areas with regards to how technology should be used and supported.

The successful team members understand that small issues from a solutions delivery can cause a ripple effect through other business areas, whether this is for the positive or the negative and for this reason we hold these technicians to a high standard of excellence in planning and execution. It is important that the technicians are detail orientated, whether this is in the implementation of new solutions and technology, or maintaining detailed documentation in order for the rest of the support team to provide our clients with the highest level of quality possible.

Our technicians provide valuable insight into how we are building our technology standards and are always looking at ways to improve efficiency within our own business and those of our clients. At Tier 3 I.T. Solutions we strive to get better every day for the benefit of our team, our business, our clients, and our communities. The technical services team has some of the greatest opportunities to improve our services as they are at the forefront of delivering new solutions and technology.

Our technicians are responsible for the smooth transition of any new technology being introduced to our clients, and assist in providing support to our clients and technical teams. They work with our clients to schedule implementations while balancing the impact these changes may have with our client's networks and operations. To be successful they must have a sense of ownership for their activities and outcomes for any solutions delivery that they may be involved with.

This position is accountable for the following results:

Providing support and escalation services to clients and other technicians. Working with our teams to design and deploy technology projects for our clients with an eye on minimizing risk and interruption. Scheduling follow up time and tasks as needed to ensure our clients have a pleasant experience with any changes or support requests. Communicating with clients on status of projects, support tasks, and answering inquiries. Install, configure, and troubleshoot technology for our clients (Remotely and onsite) Document all technology changes in our knowledgebase in order to support our clients properly after changes are implemented. Managing expectations and relationships with our clients during projects, and ongoing support activities. Develop and maintain processes so we are constantly improving the delivery of our solutions.

Duties and Responsibilities

Delivering solutions and services to our clients, including but not limited to:

Cloud Solutions (365 Exchange, Azure, SharePoint, OneDrive, etc.) Network Technology (Firewalls, Switches, Access Points, etc.) Endpoint Solutions (Workstations, Printers, etc.) Infrastructure Solutions (Servers, NAS/SAN, etc.) Backup Solutions (Offsite and onsite solutions) Security Solutions (Endpoint Protection, Phishing Simulators, SSO/SAML Solutions, etc.) Support for a broad range of client systems, software, and infrastructure.

Managing support inquiries and outcomes, including but not limited to:

The delivery of any of the above solutions Participating in client onboardings, and solutions upgrades Internal/Special projects Vendor Management and Support Working with the delivery of new line of business solutions to our clients. Providing support and services to our client base. Documenting all technology changes involved with any projects, including developing some self-help and support documents to support new technologies. Recording all time and efforts in our management software. Identifying opportunities for new technology solutions or changes to our current technology. Recommending standards for our teams. Audits and reporting for client compliance needs. Reducing time waste, it is important to stay within time budgets and identify instances where time may be spilling over before it becomes critical.

Required Skills

Coordination skills Organized and detail orientated Effective Time Management Team Player Multi-tasking Ability to work on long-term projects and objectives Advanced knowledge of IT concepts Great communication skills Driven to accomplish goals

Criteria for Consideration

4+ years of relevant technology based work experience Excellent communication and customer service skills Strong organizational skills and a penchant for detail-oriented work A collaborative mindset and team focused approach Must be able to provide a clean criminal background check Must possess a valid drivers license that is free from major infractions and deemed to be insurable by our vehicle insurance provider. Must be highly proficient in standard MS Office applications, cloud productivity tools, and general computer use

To apply for this position, please complete the assessment found here:

https://www.ondemandassessment.com/o/JB-S02Q6XKMF/landing?u=62020

Job Types: Full-time, Permanent

Pay: $55,000.00-$85,000.00 per year

Benefits:

Casual dress Dental care Disability insurance Employee assistance program Extended health care Life insurance Work from home
Work Location: Hybrid remote in Edmonton, AB

Application deadline: 2025-08-03
Expected start date: 2025-08-18