Digital Services Field Support Technician

bird; Edmonton; On-site; CAD 55,000 - 75,000; Full time

Job summary

Bird is seeking a Digital Services Field Support Technician based in Edmonton, Alberta. You will provide level two support for internal clients via email, tickets, chat and phone, performing troubleshooting to resolve incidents and fulfill service requests. The role includes travel up to 25% across Western Canada and strong collaboration with the Digital Services team. You will document solutions and contribute to continuous improvements.

Qualifications

• 5+ years in IT service desk, desktop or technical support.
• Troubleshooting Windows, 365, and endpoint devices.
• Experience with AD/Entra ID/Intune and device management.
• Strong customer service and written/spoken communications.

Responsibilities

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, phones, meeting room tech.
• Troubleshoot and resolve hardware, software, OS, Microsoft 365, network, and connectivity issues.
• Fulfil service requests including user account administration, software deployment, distribution list management, access requests, and device provisioning.
• Monitor and manage incidents and service requests through ServiceNow.
• Conduct regular site visits to support district offices, project teams, and field operations.
• Build relationships with local stakeholders and provide excellent customer service.
• Assist with office expansions, relocations, project mobilizations, and technology deployments.
• Support hardware lifecycle programs including device refreshes, inventory management, and asset recovery.
• Create and maintain technical documentation, knowledge articles, and SOPs.
• Contribute to continuous improvement initiatives, automation opportunities, and service delivery enhancements.

Skills

Customer service

Communication

Organizational skills

Independent with teamwork

Education

Diploma or degree in IT/CS

Tools

ServiceNow

Intune

Entra ID

Active Directory

Microsoft 365

Job description

Digital Services Field Support Technician

Reporting to the Manager, Technical Operations, the Field Support Technician will be responsible for level two support for our internal clients via email, ServiceNow tickets, online chat and phones. This role will conduct technical troubleshooting to resolve Incidents. Fulfillment of Service Requests in a timely manner for our internal team members is also in the scope for this role.

This position is based in Edmonton, Alberta. Travel of up to 25% is required to support regional offices, project sites, and business operations throughout Western Canada but more specifically, Northern Alberta.

What You Will Be Working On

• Provide Level 1 and Level 2 technical support for desktops, laptops, mobile devices, printers, phones, meeting room technology, and related end-user systems.
• Troubleshoot and resolve hardware, software, operating system, Microsoft 365, network, and connectivity issues.
• Fulfil service requests including user account administration, software deployment, distribution list management, access requests, and device provisioning.
• Monitor and manage incidents and service requests through ServiceNow while ensuring service level targets are met.
• Conduct regular site visits to support district offices, project teams, and field operations.
• Build strong relationships with local stakeholders and provide exceptional customer service.
• Assist with office expansions, relocations, project mobilizations, and technology deployments.
• Support hardware lifecycle programs including device refreshes, inventory management, and asset recovery activities.
• Escalate complex issues to senior analysts or specialized support teams while ensuring complete documentation and troubleshooting details are provided.
• Create and maintain technical documentation, knowledge articles, and standard operating procedures.
• Contribute to continuous improvement initiatives, automation opportunities, and service delivery enhancements.
• Support the implementation and adoption of enterprise technologies and business applications.
• Ensure compliance with IT security standards, policies, and change management processes.
• Collaborate effectively with Digital Services team members to ensure consistent support across all regions and business units.
• Participate in after-hours support, on-call rotations, and emergency response activities as required.

What We Are Looking For

• Diploma or degree in Information Technology, Computer Science, or a related discipline.
• 5+ years of experience in an IT Service Desk, Desktop Support, or Technical Support role.
• Strong troubleshooting skills across Windows operating systems, Microsoft 365, and endpoint technologies.
• Experience supporting Active Directory, Entra ID, Intune, and enterprise device management solutions.
• Familiarity with ServiceNow an asset.
• Knowledge of IT asset management, hardware lifecycle management, and inventory controls.
• Excellent customer service, communication, and interpersonal skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently while collaborating effectively as part of a team.
• Valid driver's license and ability to travel to offices and project sites as required.

For Those Who Seek to Redefine

The greatest achievements in history are borne from the greatness within people - where human potential meets vision, and passion fuels evolution. Unlocking this potential is the most important thing we do at Bird.

What We Believe In

• We Put Safety First
  A healthy and safe work environment is non-negotiable. We build a culture of operational and psychological safety through engagement, learning and leadership.
• We Lead With Honesty
  We speak and act with integrity, clarity and care so people can trust our word and our work. Being honest means we can deliver the best outcomes and consistent results.
• We Are Stronger Together
  Success is a team effort. Our inclusive workplace enables our combined expertise, humility and creativity to unlock our greater potential.
• We Are Driven To Do Great Work
  We built our name on quality. We have a passion for excellence in our work and relationships that honours our businesses and our industry.
• We Create Opportunity
  Rooted in a solid foundation, we adapt and grow to face the future. We are committed to elevatin