Tier 2 Technical Analyst

Accurate Network Services Inc.

. Troubleshoot and resolve intermediate to advanced technical issues remotely or onsite at client locations .

Posted 10/14/2026full-timeEdmonton • CanadaJunior💰 CA$27 - CA$32 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and resolving technical issues in Microsoft 365, Azure, and Windows environments, while maintaining clear communication and thorough documentation throughout the support process.

Highest-signal resume keywords

Windows 10/11 TroubleshootingMicrosoft 365 AdministrationAzure Environment ManagementMethodical TroubleshootingClient Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Issue ResolutionRemote IT SupportNetwork TroubleshootingAutomation and ScriptingDocumentation in IT GluePrinter ConfigurationSMTP Settings ManagementClient Ticket ManagementRoot Cause AnalysisLine-of-Business Application Support

Soft Skills

Professional CommunicationComposure Under PressureClient Relationship Management

Tools & Technologies

AutotaskIT GlueRemote Monitoring ToolsWindows ServerNetworking Tools

Certifications & Qualifications

Microsoft Certifications

Industry Keywords

MSP EnvironmentTechnical SupportClient Downtime MinimizationAfter-Hours Support

Tech Stack

Tools & technologies

AzureSMTP

About the role

Key responsibilities & impact

Troubleshoot and resolve intermediate to advanced technical issues remotely or onsite at client locations
Follow established processes to minimize client downtime and resolve issues accurately
Escalate issues appropriately when needed
Communicate with clients throughout the ticket lifecycle
Answer client calls from the team phone queue and select appropriate communication channels
Document work in Autotask and IT Glue, including steps taken, resolutions, time entries, ticket titles, and field updates
Maintain accurate client information and ticket details
Maintain working knowledge of Microsoft 365, Azure, Windows 10/11, Windows Server, line-of-business applications, printers, SMTP, networking, security, and remote monitoring tools
Use automation and scripts where appropriate
Identify recurring issues, misconfigurations, and outdated systems
Report actionable recommendations internally
Participate in an after-hours emergency support on-call rotation approximately one week every 18 weeks

Requirements

What you’ll need

Minimum of 1 year of experience providing remote or deskside IT support at the Tier 2 level or above
Hands-on experience administering and troubleshooting Windows 10/11 devices, Microsoft 365 and Azure environments, line-of-business applications, printers and SMTP settings, and network issues
Methodical troubleshooting focused on identifying root causes
Clear and professional communication with clients and vendors
Thorough and consistent documentation in tickets and IT Glue
Ability to manage a varied ticket queue while maintaining composure and quality
Valid driver's licence
Access to a reliable vehicle for occasional onsite client visits
Diploma in IT or a related field is preferred
Microsoft certifications are considered a strong asset
Experience in an MSP environment is a strong asset

Benefits

Comp & perks

Health and wellness benefits
Health spending account
Fitness allowance
Flexible hybrid work options
Generous professional development allowances
Opportunities for career growth
Social events