Tier 2 Technical Analyst

Accurate Network Services•Edmonton, AB

2d•Hybrid

About The Position

Accurate is seeking a Tier 2 Technical Analyst to join their Managed Services team. This role is crucial for providing fast, knowledgeable, and helpful support to clients. The position is full-time and permanent, with a Monday to Friday schedule from 8:00 AM to 4:30 PM. It is primarily office-based with occasional onsite client visits and participation in an on-call rotation for after-hours support (approximately one week every 18 weeks). The analyst will handle intermediate technical issues for a diverse client base, both remotely and onsite, while maintaining thorough documentation and proactively identifying risks. Training on Accurate's systems, including Autotask for ticket and time tracking, will be provided.

Requirements

Minimum of 1 year of experience providing remote or deskside IT support at the Tier 2 level or above.
Hands-on experience administrating and troubleshooting Windows 10/11 devices, Microsoft 365 and Azure environments, line-of-business applications, printers and SMTP settings, and network issues.
Methodical troubleshooting approach by digging into a problem, following the thread, and not stopping until the root cause is understood.
Clear and professional communication with clients and vendors at all levels, knowing when to pick up the phone versus send an email.
Thorough and consistent documentation; tickets and IT Glue entries that teammates can rely on.
Adaptability and ability to manage a varied ticket queue without losing composure or quality.
Valid driver’s licence and access to a reliable vehicle for occasional onsite client visits.

Nice To Haves

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.

Responsibilities

Troubleshoot and resolve intermediate to advanced technical issues, working remotely or onsite at client locations as needed, using documentation, tools, and vendor resources.
Follow established processes to minimize client downtime and resolve issues accurately, often on first contact, with minimal rework or escalation.
Know when to ask for help or escalate; getting the client to resolution matters more than going it alone.
Communicate with clients at every stage of the ticket lifecycle; gathering information, explaining solutions clearly, and keeping them informed throughout the process.
Answer client calls from the team phone queue and choose the right communication channel for each situation.
Ensure all work is fully documented in Autotask and IT Glue with every ticket, including steps taken, resolution details, time entries, ticket titles, and field updates to maintain accurate, up-to-date client information.
Maintain working knowledge of supported systems, platforms, and tools including Microsoft 365, Azure, Windows 10/11, Windows Server, line-of-business applications, printers, SMTP, networking, and the security and remote monitoring stack.
Use automation and scripts where appropriate to work efficiently and accurately, without introducing new risks to client environments.
Identify recurring issues, misconfigurations, and outdated systems and report them internally with clear, actionable recommendations.
Take pride in leaving client environments more stable than you found them.