Job Description

About the Role:

Northern Computer is looking for an experienced Tier 3 Help Desk Technician to join our team and provide the highest level of end-user support at our help desk. In this position, you'll tackle advanced user issues and act as the primary escalation contact for requests that go beyond typical end-user concerns, managing complex and time-intensive cases. As part of the Escalation Team, you'll efficiently resolve these challenging problems for both colleagues and clients. This role also involves close coordination with other teams to ensure non-end-user issues are properly handled and completed. Additionally, you'll mentor and support Tier 1 and Tier 2 technicians, offering advice on troubleshooting techniques and best practices to improve team performance. Your expertise will help swiftly address complicated end-user challenges, reduce downtime, and keep clients working productively.

What You'll Do:

Act as the top-tier help desk resource for end-user support. Troubleshoot and resolve complex issues beyond Tier 1 and Tier 2 capabilities. Support colleagues with escalated non-end-user support tickets. Maintain documentation and follow MSP best practices. Proactively identify and respond to issues with client environments. Collaborate with the rest of the Northern Computer team to ensure client satisfaction and security is maintained. Provide mentorship and technical guidance to Tier 1 and Tier 2 technicians to help them grow professionally and improve service delivery. Maintain advanced certifications and relevant industry skills.
Skills:

Deep understanding of MSP workflows, ticketing systems, and escalation processes. Proficiency in Microsoft 365, Active Directory, and Azure. Proficiency in standard networking concepts and protocols required to support client environments including subnets, routes, VLANs, DNS Understanding of business operational impact of Disaster recovery, Security and Change Management. Windows OS and software troubleshooting skills. Effective communication with technical and non-technical users. Excellent customer service and ability to handle pressure. Familiarity with remote desktop tools, VPN configurations, IT service management, and automation tools.
What We're Looking For:

Current or very recent Tier 3 help desk experience at an MSP (within the last 12-18 months). Minimum 8 years in IT support roles, 5 years working at an MSP, and 2 years working at a Tier 3 level in an MSP environment. Strong troubleshooting skills for Microsoft 365, networking, and remote support tools.
Why Join Us:

Competitive salary and benefits. Collaborative team environment. Opportunities for growth in a structured MSP setting.
Job Type: Full-time

Pay: $75,000.00-$90,000.00 per year

Benefits:

Dental care Extended health care Life insurance On-site parking Paid time off RRSP match
Application question(s):

Are you based in Calgary or Edmonton? Have you worked as a Tier 3 help desk technician (or equivalent) at an MSP within the last 12 months?
Work Location: In person