Role Summary

Owns complex problem solving, system stability, and technical leadership. Responsible for depth, prevention, and continuous improvement.

Key Outcomes

· Resolve escalated tickets with minimal recurrence

· Maintain system health (backups, patching, uptime)

· Reduce repeat issues through root cause analysis

· Contribute to SOP and system improvements

Core Responsibilities

· Handle escalated technical issues

· Perform root cause analysis and full resolution

· Maintain servers, networks, and M365 environments

· Execute projects, upgrades, and improvements

· PC & Mac support (mandatory), Linux & VM Ware (preferred)

Core Values in Action

· Relationship-Driven: Builds trust through expertise and mentorship

· Client-Focused: Delivers long-term, business-aligned solutions

· Proudly Qualified: Owns outcomes fully with high standards

What This Role Is NOT

· Not a ticket ‘closer’—must solve root cause

· Not reactive only—must think proactively

· Not isolated—must elevate team capability

30 / 60 / 90 Day Expectations

· 30 Days: Learn environments,



systems, and documentation standards

· 60 Days: Independently resolve escalations and contribute insights

· 90 Days: Improve systems, reduce recurring issues, suggest projects

Escalation Standard

· Escalate high-risk or multi-client impact issues

· Escalate security incidents

· Escalate architectural decisions

Success Profile

· Issues are fully resolved and not recurring

· Systems are stable and predictable

· L2 capability improves over time

Pay: $22.00-$26.00 per hour

Expected hours: 40.0 per week

Benefits:

- Extended health care
- Mileage reimbursement
- On-site parking

Application question(s):

- What are the main differences between a LAN and a WAN?
- What's the difference between a switch and a router?
- What are the main differences between DNS and DHCP?

Education:

- Secondary School (preferred)

Experience:

- L2 Tech Support: 2 years (preferred)

Work Location: In person

📌 Level 2 Technician (Canada)
🏢 Cumberland Managed Services
📍 Canada