Tier 2 Help Desk Analyst

Keeran Networks; Edmonton; On-site; CAD 50,000 - 70,000; Full time

Job summary

A growing Managed Services Provider is seeking a full-time Help Desk Analyst (Tier 2) in Edmonton. The successful candidate will provide exceptional client support, manage escalated issues from tier 1, and mentor junior staff. Applicants should have at least 3 years of experience in help desk or system administration roles, with a strong understanding of Windows support and networking. A positive professional attitude and effective communication skills are essential for success in this dynamic role. Competitive salary and a great work environment offered.

Qualifications

• At least 3 years of experience in a Help Desk or System Administration role.
• Experience with customer-facing interactions.
• Strong professional and positive work attitude.

Responsibilities

• Provide exceptional front line support to various clients.
• Mentor tier 1 support staff and handle tier 2 escalations.
• Document actions taken and escalate to tier 3 as needed.

Skills

Windows desktop and server support

Networking

Effective communication

Time management

Multitasking

Education

1-2 years of relevant study and diploma

Relevant work experience

Job description

Keeran Networks is a rapidly growing Managed Services Provider headquartered in Edmonton. We have an excellent team, great work environment and wonderful clients to work with. We are currently seeking a full-time Help Desk Analyst (Tier 2) to be based in our Edmonton office.

As a Managed Services Provider, we tend to be exposed to more technologies than most internal IT positions, and we certainly support a broader variety of network environments. The pace and demands of our environment are also much greater than an internal IT position. The successfully candidate will be a highly organized individual who is a great communicator.

Job Description

• Provide exceptional front line support to clients from many different industries, ranging from dental offices to car dealerships
• Deal with tickets escalated from tier 1, and mentor staff at tier 1
• Interact with clients remotely via telephone (60%) and in person at their locations (40%)
• Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment
• Work with vendor support on behalf of our clients to ensure their support issues are resolved
• Escalate tickets to tier 3 as required, and ensure that all steps have been properly documented before escalating
• Use, update and contribute content to our internal knowledge base
• Client site visits to resolve issues within skillset
• Implementation projects as required and able, such as desktop deployments
• Maintain a calm and professional attitude even when dealing with stressful situations
• Earn the trust and respect of clients
• Works on obtaining industry certifications to further career path
• Time entry in real time

Qualifications

• Education: 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute
• At least 3 years of experience in a Help Desk or System Administration role
• Preference will be given to candidates who have previous been employed at a Managed Services Provider
• Relevant industry certifications are an asset
• Experience with Windows desktop and server support and networking
• Strong and effective oral and written communicator
• Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
• Professional, responsive, and positive work attitude is essential

Additional Information

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as negotiated to meet the ongoing needs of the organization.