Service Desk Technician (Tier 2)

Northern Computer; 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 in Edmonton is seeking a Service Desk Technician (Tier 2) to solve complex IT challenges and support a wide range of technologies for Western Canada clients. The role focuses on owning tickets end-to-end, providing remote and onsite support, deploying and maintaining workstations and network devices, and collaborating with vendors to resolve issues.

We value experience, strong communication, and a service‑driven mindset, with opportunities to grow technical expertise and

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, 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.

Responsibilities

• Troubleshoot and resolve advanced issues involvingMicrosoft 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 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

Troubleshooting

Customer service

Microsoft 365

Active Directory

Networking (TCP/IP DNS DHCP)

Windows OS support

Tools

Microsoft 365

Entra ID

Active Directory

VPNs

Networking hardware

Job description

Service Desk Technician (Tier 2)

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

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

What you'll do

• Troubleshootand resolve advanced issues involving Microsoft 365, Windows, networking,VPNs, Entra ID, and business applications.
• Ownsupport tickets from diagnosis through resolution and closure.
• Provideremote and onsite support to clients across various industries.
• Deployand support workstations, network devices, and business technologysolutions.
• Collaboratewith internal teams, vendors, and third-party partners to resolve issuesefficiently.
• Maintainaccurate documentation, ticket notes, and time entries.
• Communicateclearly with clients and provide exceptional customer service.
• Identifyrecurring issues and contribute to process improvements and knowledgesharing.
• Supportproject implementations and ongoing technical initiatives.

What you bring

• 3+years of IT support, service desk, help desk, or MSP experience.
• StrongMicrosoft 365, Active Directory, and Entra ID knowledge.
• Solidnetworking skills, including TCP/IP, DNS, DHCP, VPNs, and wirelesstechnologies.
• Experiencesupporting Windows operating systems, hardware, and business applications.
• Excellenttroubleshooting, communication, and customer service skills.
• Strongorganizational skills and the ability to manage competing priorities.

Nice-to-haves

• MSPexperience.
• Microsoftcertifications (Microsoft 365, Azure Fundamentals, etc.).
• Networkcertifications (Network+, CCNA, etc.).
• Experiencewith automation, scripting, or process improvement initiatives.

What success looks like

You take ownership of technical issues, deliver excellentclient experiences, maintain thorough documentation, and consistently meetservice expectations. You proactively identify opportunities to improveservices, reduce recurring issues, and contribute to team success.

Why Join Northern Computer?

You'll work alongside a talented team of IT professionalswho are passionate about helping clients succeed. We invest in professionaldevelopment, encourage growth, and provide opportunities to expand yourtechnical expertise while making a meaningful impact every day.

Benefits

• ExtendedHealth & Dental Coverage
• VisionCare
• Life& Disability Insurance
• Employee& Family Assistance Program (EFAP)
• VirtualHealthcare Services
• Health& Wellness Spending Account
• RRSPMatching Program

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