Service Desk Technician (Tier 2)

Northern Computer Inc; Edmonton; On-site; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Extended Health & Dental Coverage

Vision Care

Life & Disability Insurance

EFAP

Virtual Healthcare Services

Health & Wellness Spending Account

RRSP Matching Program

Job summary

Northern Computer Inc. is seeking a Tier 2 Service Desk Technician to deliver advanced IT support across Western Canada. You will own tickets, troubleshoot Microsoft 365, Windows, networking, VPNs, Entra ID, and business apps, and provide remote or onsite help to diverse clients.

You'll collaborate with internal teams and vendors, maintain thorough documentation, and contribute to process improvements. Ideal candidates have 3+ years of IT support, strong communication, and a customer-focused

Qualifications

• 3+ years of IT support, service desk, help desk, or MSP experience.
• Strong Microsoft 365, Active Directory, and Entra ID knowledge.
• Solid networking skills (TCP/IP, DNS, DHCP, VPNs, wireless).
• Experience supporting Windows OS, hardware, and business apps.

Responsibilities

• Troubleshoot and resolve advanced issues involving Microsoft 365, Windows, networking, VPNs, Entra ID, and business applications.
• Own support tickets from diagnosis through resolution and closure.
• Provide remote and onsite support to clients across various industries.
• Deploy and support workstations, network devices, and business technology solutions.
• Collaborate with internal teams, vendors, and third-party partners to resolve issues efficiently.
• Maintain accurate documentation, ticket notes, and time entries.
• Communicate clearly with clients and provide exceptional customer service.
• Identify recurring issues and contribute to process improvements and knowledge sharing.
• Support project implementations and ongoing technical initiatives.

Skills

Microsoft 365

Active Directory

Entra ID

TCP/IP

DNS

DHCP

VPNs

Wireless technologies

Windows OS

Customer service

Troubleshooting

Documentation

Tools

MSP experience

Microsoft certifications

Job description

Why this role matters

At Northern Computer, we help organizations across Western Canada stay productive, connected, and secure. As a Tier 2 Service Desk Technician, you'll solve complex technical challenges, support a wide range of technologies, and serve as a trusted advisor to our clients.

Why this role matters

At Northern Computer, we help organizations across Western Canada stay productive, connected, and secure. As a Tier 2 Service Desk Technician, you'll solve complex technical challenges, support a wide range of technologies, and serve as a trusted advisor to our clients.

This role is ideal for an experienced IT professional who enjoys troubleshooting, client interaction, and delivering exceptional service.

What You'll Do

• Troubleshoot and resolve advanced issues involving Microsoft 365, Windows, networking, VPNs, Entra ID, and business applications.
• Own support tickets from diagnosis through resolution and closure.
• Provide remote and onsite support to clients across various industries.
• Deploy and support workstations, network devices, and business technology solutions.
• Collaborate with internal teams, vendors, and third-party partners to resolve issues efficiently.
• Maintain accurate documentation, ticket notes, and time entries.
• Communicate clearly with clients and provide exceptional customer service.
• Identify recurring issues and contribute to process improvements and knowledge sharing.
• Support project implementations and ongoing technical initiatives.

What You Bring

• 3+ years of IT support, service desk, help desk, or MSP experience.
• Strong Microsoft 365, Active Directory, and Entra ID knowledge.
• Solid networking skills, including TCP/IP, DNS, DHCP, VPNs, and wireless technologies.
• Experience supporting Windows operating systems, hardware, and business applications.
• Excellent troubleshooting, communication, and customer service skills.
• Strong organizational skills and the ability to manage competing priorities.

Nice-to-haves

• MSP experience.
• Microsoft certifications (Microsoft 365, Azure Fundamentals, etc.).
• Network certifications (Network+, CCNA, etc.).
• Experience with automation, scripting, or process improvement initiatives.

What Success Looks Like

You take ownership of technical issues, deliver excellent client experiences, maintain thorough documentation, and consistently meet service expectations. You proactively identify opportunities to improve services, reduce recurring issues, and contribute to team success.

Why Join Northern Computer?

You’ll work alongside a talented team of IT professionals who are passionate about helping clients succeed. We invest in professional development, encourage growth, and provide opportunities to expand your technical expertise while making a meaningful impact every day.

Benefits

• Extended Health & Dental Coverage
• Vision Care
• Life & Disability Insurance
• Employee & Family Assistance Program (EFAP)
• Virtual Healthcare Services
• Health & Wellness Spending Account
• RRSP Matching Program

Northern Computer Inc. is an equal opportunity employer that values diversity and inclusion. We thank all applicants for their interest; however, only those selected for an interview will be contacted.