Our client is seeking a Senior Technical Support Specialist to analyze and resolve ticket issues related to networks, workstations, operating systems in a Microsoft environment.

Responsibilities: Analyze, diagnose, and resolve critical issues across servers, storage systems, workstations/laptops, LAN/WAN infrastructure, routers, switches, firewalls, and operating systems, using advanced remote management tools.

Serve as a senior resource, providing technical guidance to junior support analysts, reviewing escalated tickets, and establishing best practices for issue resolution.

Collaborate closely with the Service Desk, third-party vendors, and internal IT teams to resolve high-impact issues, ensuring continuity of service across interconnected systems.

Lead the documentation of complex issue resolutions and client-specific configurations in PSA (Autotask) and documentation platforms (e.g., ITGlue).

Drive process improvements in documentation practices to enhance knowledge sharing within the team.

Conduct detailed analyses of network issues and implement optimizations for network performance and reliability, supporting Fortinet, Active Directory, DNS, DHCP, File Servers, Group Policy, and network monitoring systems.

Act as a senior point of contact for clients, communicating updates on high-severity issues, scheduled downtimes, and the status of resolution efforts with clarity and professionalism.

Communicate complex technical details and solutions in a way that’s accessible to clients and team members without a technical background, ensuring all stakeholders have a clear understanding of system issues and resolution plans.

Must-Haves:10+ years of technical support expertise Analyze and resolve ticket critical issues encompassing servers, storage, workstations/laptops, backup systems, LAN/WAN infrastructure, routers, switches, firewalls, and operating systems using approved remote management tools.

Proficient in Microsoft (Exchange, Office , Teams, desktop, server operations and administration)Proficient in diagnosing network issues and supporting network infrastructures such as: Fortinet, Active Directory, DNS, DHCP, File Servers, Group Policy, User Accounts, Network Infrastructure Monitoring MSP industry experience Nice-to-Haves: Based in Edmonton Certifications and/or bachelor’s degree to support experience.

Visualization and security technology experience Storage and backup technology experience