Position Overview

Are you an IT professional with deep network and server administration expertise who actually enjoys being on the front lines? We are seeking a skilled Network Administrator who loves the satisfaction of directly helping people, solving technical puzzles, and tackling everything from quick user calls to complex infrastructure issues.

In this role, you won’t be buried behind project plans all day—you will be our go-to expert for user support, bringing senior-level expertise to our service desk while managing core network, active directory, and cloud environments.

Key Responsibilities

- Front-Line Escalation & Support: Serve as a primary point of contact for clients via phone, email, chat, and ticketing system, delivering fast, patient, and expert resolution to everyday end-user requests as well as escalated technical issues.
- Server & Directory Administration: Manage, maintain, and troubleshoot Active Directory (GPOs, user lifecycle, security groups, schema), Windows Server environments, and hybrid identity structures.
- Network Operations: Install, configure, and troubleshoot enterprise networking equipment, including switches, firewalls, routers, Wi-Fi access points, and site-to-site/client VPNs.
- Microsoft 365 Management: Administer M365 environments (Exchange Online, SharePoint, Teams, Azure AD/Entra ID, Security & Compliance) and resolve advanced tenant and synchronization issues.
- Full-Spectrum Troubleshooting: Provide comprehensive Tier 1 through Tier 3 support across desktops (Windows/macOS), mobile devices, line-of-business applications, and infrastructure hardware.
- Ticket Management & PSA: Log, update, prioritize, and resolve service tickets within our PSA system (ConnectWise preferred) with high accuracy and attention to detail.
- Documentation & KB Creation: Maintain precise system documentation, network diagrams, and standard operating procedures to empower both clients and internal team members.
- Escalation & Collaboration:



Take ownership of complex issues, route specialized project work to senior engineers when necessary, and maintain awareness of client infrastructure changes.
- On-Call Support: Participate in a scheduled on-call rotation to support critical client needs outside standard business hours.

Qualifications & SkillsRequired:
- 1+ years of experience in systems/network administration and technical support (preferably within a Managed Services Provider / MSP workplace).
- Deep Networking Knowledge: Strong proficiency with TCP/IP, Subnetting, DNS, DHCP, VLANs, Routing protocols, Firewalls, and VPN configuration.
- Active Directory & Server Expertise: Hands-on experience with Windows Server administration, Active Directory, Group Policy, and hybrid Azure AD environments.
- Microsoft 365 Administration: Comprehensive understanding of M365 administration, mail flow, permissions, and cloud identity management.
- Service-First Mindset: A genuine passion for customer service, empathetic communication, and guiding users through technical issues with clarity and patience.
- Diagnostic Instincts: Advanced troubleshooting skills with the ability to diagnose root causes across network, hardware, and software layers under pressure.

Preferred:
- Certifications: CompTIA Network+, Security+, Cisco CCNA, or Microsoft Certified: Identity and Access Administrator / Enterprise Administrator.
- PSA & RMM Tools: Familiarity with ConnectWise Manage (or Autotask) and modern Remote Monitoring & Management tools.
- Security & Backup: Working knowledge of cybersecurity best practices, endpoint protection, and backup/disaster recovery solutions.

Job Type: Full-time Pay: $45,000.00-$60,000.00 per year

Benefits

- Extended health care
- Paid time off

Application question(s):
- Do you currently reside in Edmonton Metropolitan area?
- Are you legally entitled to work in Canada?
- Do you have a valid driver's license and own reliable vehicle?

Experience:
- MSP/IT: 1 year (required)

Work Location: In person

📌 Desktop & Network Support Engineer (Sherwood Park)
🏢 Streamline I.T. Solutions
📍 Sherwood Park