Service Desk Analyst Tier 2

Location: Hybrid - Edmonton, AB

Opportunity at Microserve

Position Overview

Microserve is seeking an enthusiastic Service Desk Analyst - Tier 2 to join our team.

The Service Desk

Analyst, Tier 2 is the second level escalation path for Tier 1 support often involving onsite support at numerous client locations. In addition to providing a very high level of client service, you will develop strong relationships with clients and staff, provide user support to both local and remote users, maintain system documentation, and contribute to IT projects as required. Individuals applying for this position must be able to multi-task, have a strong attention to detail, a professional demeanor, and be able to adapt to a growing and changing environment.

Candidates residing in the City of Edmonton will be given preference for this role as recurring onsite visits to clients are required.

Responsibilities

- Handling ticket escalations from Tier 1 and other technicians, through to resolution.
- Troubleshoot difficult or time-consuming issues on PCs, laptops, peripherals, printers, mobile devices, and Office 365.
- Completing root cause tickets to find permanent and effective solutions, while recommending infrastructure improvements.
- Proactively communicating ticket status and updates directly to clients.
- Proactively assisting with training of existing and recent members of the team.
- Assist with solutions on escalated tickets, update knowledge base and use the opportunity to mentor the team and reduce escalations over time.
- Documenting SOPs and issuing resolutions in our documentation system.
- Assisting with overall help desk tickets when time allows.




- A willingness to work flexible hours when required to meet client deadlines, with most work being within service hours from 6 am to 6 pm PCT.
- Tracking time and submitting time sheets for work completed through Connectwise.
- Visit client sites when required, to discover issues and/or root causes to physical components, perform install/move/add/change requests, or complete issue resolution.
- Consistently display superior customer service skills and telephone etiquette.
- Quickly assess and troubleshoot complex problems and device effective solutions.
- Perform work in a high-pressure team environment.
- Incident management (logging incidents, managing workload, documenting support issues).
- Active directory user management (inventory, repairs, configuring new machines).
- Troubleshooting and maintenance of IT hardware (iOS devices and Windows).
- Audio visual support (projectors, video conferencing, Zoom/Teams for Business).

Requirements

- Minimum 2-3 years of experience in IT Service and Support industry.
- At least two professionally recognized certifications (A+, Network +, Security +, Microsoft, Cisco, etc.).
- Setup and configuration of VM, troubleshooting.
- Troubleshooting experience with: Network administration and Windows 10 OS.




- Must have excellent verbal and written communication skills.
- Intermediate to proficient knowledge of MS Office applications; Office 365 support experience.
- Strong interpersonal skills with a polished and professional manner.
- The ability to deal with all levels of management.
- Excellent organizational skills with motivation, self-direction, and good time management skills.
- The ability to maintain confidentiality and deal with sensitive or difficult situations with tact and diplomacy, and excellent attention to detail.
- Valid Class 5 License and vehicle in good working condition.
- Ability to work in a remote setting.
- Ability to work onsite at various client sites as required.

Additional Skills Or Assets

- Experience with ConnectWise, ITGlue, PowerBI.
- Experience with SolarWinds RMM tools (N-able).
- Experience with Windows Virtual Desktop, Remote Desktop Services, or Citrix environment is advantageous.
- Previous MSP experience would be greatly valued

Corporate Responsibility Employee will understand, meet, and live our core values We Sweep Floors, Openness, Flexibility, Not Stuffy, Customer Driven

About Us

Microserve is an industry leading provider of IT services and solutions to Canadian organizations. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 550 team members, and we’re one of the largest technology solutions providers in Canada. Our 30+ years of continued success and growth stem from our commitment to long term client relationships, adaptability to continuous changes in the IT industry, and our amazing people.

📌 Service Desk Analyst Tier 2 (Edmonton)
🏢 Microserve
📍 Edmonton