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 you take pride in solving problems, communicating clearly, and doing the right thing for clients (even when it’s not the easiest path), keep reading.
Before applying for this position, please be sure you have reviewed and can fulfill the following requirements:
- Located in the Edmonton, Calgary, or Grande Prairie areas
- Minimum of 4 years IT Support or related experience
- Team lead, supervisory, or management experience
- Broad knowledge base including desktop, server, and network infrastructure
- High level of Cybersecurity awareness and capability
- Strong communication skills
To apply for this position, please complete the assessment found here: https://www.ondemandassessment.com/o/JB-6M21QFLRK/landing?u=62020
About Us
Tier 3 I.T. Solutions has been serving businesses since 1990. We design, implement, and support the technologies that power our clients’ operations.
Our mission is simple:
Help build stronger businesses through thoughtful technology implementations.
We push ourselves to continuously improve: our systems, our service delivery, and our people. We also believe in giving back and are proud supporters of organizations like STARS Air Ambulance, Riseup Society of Alberta, Community Options, and other local initiatives.
Job Description
This role exists to deliver consistent, high-quality support experiences for our clients while helping us scale a repeatable, process-driven support model.
You will spend the majority of your time solving support tickets and working directly with clients.
We’re looking for someone who:
- Thinks critically
- Communicates clearly
- Takes ownership
- And executes with discipline
You’ll be trusted to solve problems creatively, but expected to do so in a way that is consistent, documented, and aligned with how we operate as a team.
What You’ll Be Doing
Support & Troubleshooting (75–85%)
- Diagnose and resolve a wide range of technical issues
- Handle 10–15 tickets per day on average
- Deliver timely, high-quality resolutions that meet SLA expectations
- Call clients directly when appropriate to drive faster, better outcomes
Escalations & Complex Issues (10–15%)
- Apply deeper troubleshooting and critical thinking
- Collaborate across teams as required
Documentation & Process (10–15%)
- Maintain clear, accurate ticket notes and time entries
- Document solutions and contribute to the knowledge base
- Follow and improve standard operating procedures
Key Responsibilities
- Own client communication from start to finish
- Lead follow-ups and ensure nothing falls through the cracks
- Maintain strong time entry discipline and ticket quality
- Identify patterns, recurring issues, and opportunities for improvement
- Collaborate with TAMs to ensure full client visibility
- Surface issues that may impact broader client strategy or experience
What Success Looks Like
You’ll know you’re succeeding in this role when:
- ✅ First response times are consistently met
- ✅ Same-day resolution rates are strong
- ✅ Tickets are clean, well-documented, and rarely require rework
- ✅ Clients provide positive feedback and feel well-supported
- ✅ You handle 10–15 tickets/day without sacrificing quality
- ✅ There are no escalations due to missed process or poor communication
- ✅ Your team loves working with you, they respect you, and you're contributing to everyone's success
What We’re Looking For
Must-Have Skills & Experience
- 3–5+ years in an MSP environment, or 5-10+ in a technical support environment
- Strong troubleshooting skills across Microsoft 365 environments
- Solid networking fundamentals (firewalls, switches, connectivity)
- Excellent communication skills (written and verbal)
- Strong time management and organizational skills
- A proven history of personal development including learning and knowledge advancement (certifications, diplomas/degrees, coursework, etc.)
- Strong team player with experience training or coaching colleagues
Nice to Have
- Microsoft Certified:
- Azure Administrator Associate (AZ-104)
- Azure Fundamentals (AZ-900)
- 365 Certified: Modern Desktop Administrator Associate
- Sophos Certified Engineer (or equivalent Sophos certification)
- CompTIA Network+
- CIPS I.S.P. or ITCP designation (or actively working toward it)
- Exposure to security tools and best practices
How You Work
We’re looking for someone who:
- Has a strong sense of urgency and accountability
- Is a creative problem solver, but executes in a disciplined way
- Communicates clearly and proactively with clients and teammates
- Follows process without becoming dependent on it
- Understands their role within a larger system (not a solo operator)
- Is consistent and reliable to support your teammates
What Doesn’t Work Here
This role is not a fit if you:
- Prefer to “do your own thing” instead of following team processes
- Become the go-to person for clients instead of guiding them properly
- Struggle with time entry, documentation, or follow-through
- Avoid accountability or urgency in your work
Team & Collaboration
You’ll work closely with:
- Support Team – day-to-day ticket handling and escalation
- Technical & Business Alignment – client visibility and strategic awareness
Strong communication across teams is critical to delivering a consistent client experience.
Additional Requirements
- Valid driver’s license and insurable driving record
- Ability to provide a criminal record check that is clear of infractions
- Proficiency with standard business applications and tools
To apply for this position, please complete the assessment found here: https://www.ondemandassessment.com/o/JB-6M21QFLRK/landing?u=62020
Job Types: Full-time, Permanent
Pay: $55,000.00-$80,000.00 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
