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 ResponsibilitiesInstall, 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 systemsTroubleshoot and resolve issues across all supported hardware and systemsHandle Tier 2 escalations from the service deskMonitor systems and respond to alertsSupport ongoing maintenance and issue resolution across client environmentsClient InteractionCommunicate clearly and professionally with clients at all organizational levels, including executivesTranslate technical issues into clear, understandable termsOperational DisciplineDocument all work performed clearly and accuratelyMaintain accurate and timely time trackingFollow internal processes and standardsQualifications Must HaveGraduate from a post‑secondary Information Technology programAt least 4 years of experience in a similar IT support or infrastructure roleStrong understanding of:Windows environmentsNetworking fundamentals and how networks operateMicrosoft 365 / AzureIdentity & Access / Entra / ADEndpoint & Device ManagementBackup / DR AwarenessSecurity AwarenessAbility to troubleshoot a wide range of issues independentlyStrong communication skills with a client‑service mindsetStrong documentation habits and attention to detailAbility to manage time effectively and accurately track workQuick learner with strong foundational technical knowledgeStrong problem‑solving abilityWillingness to adapt to new technologies, changing processes, new and evolving applicationsProfessional, reliable, punctual, and trustworthyNice to HaveITIL certification (or exposure to ITIL practices)Experience with ticketing system(s)Scripting (such as PowerShell)Additional RequirementsTravel to client sites as required (reliable transportation required)Role involves working with IT infrastructure, including servers, network equipment and UPS systemsMust be capable of performing the physical requirements of the role, including lifting and handling IT equipmentSuccess Timeline First 30 daysLearn Quercus processes, standards and client environmentsBegin handling tickets and assisting with infrastructure workFirst 60 daysIndependently resolve Tier 2 issuesContribute to installations and client support activitiesFirst 90 daysConsistently manage assigned work and escalationsDemonstrate strong technical capability and reliabilityBenefits This role provides direct exposure to real infrastructure environments and real client problems. You will:Work hands‑on with a wide range of technologiesDevelop practical, real‑world troubleshooting skillsBuild experience that directly supports progression into advanced engineering roles#J-18808-Ljbffr