The Role
Accurate is on the hunt for a Tier 2 Technical Analyst to join our Managed Services team. You’re the voice at the end of the line and the person our clients count on when something goes wrong. As part of a small, dedicated team supporting a select group of clients, you’ll be at the core of what makes Accurate’s service stand out: fast, knowledgeable, and genuinely helpful support.
This is a full-time, permanent position (Monday to Friday, 8:00 AM – 4:30 PM), primarily based out of the office with occasional onsite visits to client locations. You’ll also participate in an on-call rotation for after-hours emergency support, approximately one week every 18 weeks. You will handle intermediate technical issues across a diverse client base (remotely and onsite) while maintaining thorough documentation and proactively identifying risks before they become recurring problems. We use Autotask to track tickets and time, and you’ll receive full training on our systems and processes.
Core Accountabilities
Ticket Resolution
- 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.
Client Communication & Relationships
- 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; clients should never feel left in the dark.
Documentation & Ticket Details
- 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.
- Tickets should be clear, complete, and accurate; anyone picking up your work should be able to understand the issue and resolution without having to ask.
Tool and Stack Proficiency
- 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.
Proactive Issue Identification
- 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.
The Qualifications
You’ll be a great fit for this role if you have the following traits and qualifications:
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You have a minimum of 1 year of experience providing remote or deskside IT support at the Tier 2 level or above.
- You have 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.
- You troubleshoot methodically by digging into a problem, following the thread, and not stopping until you understand the root cause.
- You communicate clearly and professionally with clients and vendors at all levels, and you know when to pick up the phone versus send an email.
- Your documentation is thorough and consistent; tickets and IT Glue entries you write are ones your teammates can rely on.
- You’re adaptable and can manage a varied ticket queue without losing composure or quality.
- You hold a valid driver’s licence and have access to a reliable vehicle for occasional onsite client visits.
- A 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.
Why Work Here?
We offer competitive salaries, health and wellness benefits (including a health spending account), a fitness allowance, and flexible hybrid work options. But… so do a lot of other companies. What makes Accurate stand out from the herd?
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We value your personal and professional growth. We offer generous professional development allowances, and you’ll have the opportunity to grow upwards in your career.
- You’re not a cog in a giant, immoveable, unthinking machine. Be a part of a company where your voice is valued and your ideas can be put into motion.
- Life’s too short to work with people you dislike! We focus on building a diverse crew of good and talented people, and we stay connected through social events worth writing home about.
About Us
Accurate Network Services Inc. is an IT Managed Services Provider serving Edmonton and Calgary. Our mission is to use Accurate as a platform to better the lives of the people we work with. Through collaborative partnerships with our clients, employees, vendors, and surrounding communities, we believe we can achieve that. We’ve been living our vision for over 18 years, growing from a one-man-shop to the 65+ person organization we are today. We’re proud of the boutique service we offer our clients; service so good it’s actually worth talking about! The majority of our business growth is the result of word-of-mouth referrals.
Join our team and come build something special with us!
We would like to thank all candidates for applying. However, only selected applicants will be contacted for an interview.
