Role This is a hands‑on technical role focused on supporting client infrastructure and resolving escalated issues. You will work across a variety of environments, supporting day‑to‑day service delivery and infrastructure‑related work, while continuing to build technical capabilities. This role operates from our Edmonton office, with regular on‑site client work. Key Responsibilities Install, configure, and maintain IT infrastructure across client environments (e.g., workstations, monitors, printers, servers — physical and virtual) Work with network and infrastructure components including switches, firewalls, and UPS systems Troubleshoot and resolve issues across all supported hardware and systems Handle Tier 2 escalations from the service desk Monitor systems and respond to alerts Support ongoing maintenance and issue resolution across client environments Client Interaction Communicate clearly and professionally with clients at all organizational levels, including executives Translate technical issues into clear, understandable terms Operational Discipline Document all work performed clearly and accurately Maintain accurate and timely time tracking Follow internal processes and standards Qualifications Must Have Graduate from a post‑secondary Information Technology program At least 4 years of experience in a similar IT support or infrastructure role Strong understanding of: Windows environments Networking fundamentals and how networks operate Microsoft 365 / Azure Identity & Access / Entra / AD Endpoint & Device Management Backup / DR Awareness Security Awareness Ability to troubleshoot a wide range of issues independently Strong communication skills with a client‑service mindset Strong documentation habits and attention to detail Ability to manage time effectively and accurately track work Quick learner with strong foundational technical knowledge Strong problem‑solving ability Willingness to adapt to new technologies, changing processes, new and evolving applications Professional, reliable, punctual, and trustworthy Nice to Have ITIL certification (or exposure to ITIL practices) Experience with ticketing system(s) Scripting (such as PowerShell) Additional Requirements Travel to client sites as required (reliable transportation required) Role involves working with IT infrastructure, including servers, network equipment and UPS systems Must be capable of performing the physical requirements of the role, including lifting and handling IT equipment Success Timeline First 30 days Learn Quercus processes, standards and client environments Begin handling tickets and assisting with infrastructure work First 60 days Independently resolve Tier 2 issues Contribute to installations and client support activities First 90 days Consistently manage assigned work and escalationsDemonstrate strong technical capability and reliability Benefits This role provides direct exposure to real infrastructure environments and real client problems. You will: Work hands‑on with a wide range of technologies Develop practical, real‑world troubleshooting skills Build experience that directly supports progression into advanced engineering roles #J-18808-Ljbffr