Job Overview
We're looking for an experienced Tier 3 IT Support Specialist to serve as the escalation point for our IT environment. You'll take ownership of issues that front-line support can't resolve, manage our core server infrastructure, and keep our systems secure and running smoothly — including some hands-on hardware work.
This is a great fit for someone who enjoys working independently, solving root-cause problems (not just symptoms), and being the person others turn to when something's genuinely stuck.
Duties
- Server Administration: Maintain, monitor, and troubleshoot 3 Windows Servers, including patching, performance monitoring, backups, and disaster recovery readiness
- User Account Management: Administer and support approximately 100 user accounts (Active Directory/Azure AD) — provisioning, permissions, group policy, and account troubleshooting
- Security: Deploy, manage, and monitor antivirus/endpoint protection remotely across all managed devices; respond to and remediate security alerts
- Hardware Support: Configure, image, and troubleshoot desktops, laptops, and peripherals; coordinate hardware repairs, replacements, and upgrades
- Escalation & Root Cause Analysis: Act as the final escalation point for issues passed up from Tier 1/Tier 2 support; diagnose complex, recurring, or systemic problems
- Remote Support: Provide remote troubleshooting and system administration across the organization's sites
- Documentation: Maintain accurate documentation of systems, configurations, and recurring issue resolutions
- Vendor Coordination: Liaise with hardware/software vendors and third-party providers as needed
Qualifications
- 5+ years of IT support experience, with demonstrated experience operating at a Tier 3 / senior technical level
- Strong hands-on experience administering Windows Server environments (2016/2019/2022)
- Solid understanding of Active Directory, Group Policy, and user account administration
- Experience deploying and managing endpoints in a remote/managed environment
- Comfortable with hands-on hardware diagnostics and configuration
- Strong troubleshooting and root-cause analysis skills — you dig until you find the actual problem
- Ability to work independently and manage priorities with minimal supervision
- Clear communicator, comfortable explaining technical issues to non-technical staff
- Eligible to work in Canada
Nice to Have
- Microsoft certifications (MCSA/MCSE, Azure Administrator, etc.)
- Experience with virtualization (Hyper-V/VMware)
- Familiarity with backup/DR tools and networking fundamentals (switches, firewalls, VPN)
- Prior experience supporting a small-to-mid-sized business environment
Pay: From $32.00 per hour
Benefits:
- Casual dress
- Flexible schedule
- On-site parking
Work Location: Hybrid remote in Edmonton, AB
