Helpdesk, Tier 2 IT Support Job in Edmonton for Fully Managed |

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Helpdesk, Tier 2 IT Support

April 28 2020
Industries IT: Services
Categories Help Desk, Information Technology
Edmonton, AB

Who are you, Fully Managed?

We’re a fast-paced IT solutions and services company that has a “Get ’er done” attitude which links our passion for achieving our core purpose of #CreatingPeaceOfMind for everyone. We eat, sleep, and breathe our core five values of:

  • Fanatical Service
  • Absolute Accountability
  • Inspiring our People
  • Passion for Innovation
  • Monomaniacal about Process

We are a team, a family, and a group of world class collaborators that have each other’s backs. We also have A LOT of fun together.  

Tell me more about this opportunity!

You're a rising superstar. You want to learn as much as you can. You ask thoughtful questions every chance you get. You want guidance to grow professionally. You want to PROVE yourself. Were you nodding vigorously to those statements? If yes, keep reading!

This opportunity, NOT job (here at Fully Managed we believe in careers and growth and not just ordinary, mundane employment), will feed the hunger that you have bubbling inside of you. We'll give you the freedom to tackle the IT things you do know and help you build your knowledge for the IT things that you don't know. As we ALWAYS say, we can teach technology, but you need to meet us with your determination.

Outside of this opportunity, we'll even assist you with your daily life through comprehensive benefits and generous subsidies because we know that in life, everyone needs some support.

Key areas of responsibility:

  • Resolving Tier 2 technical support issues (related to servers, applications, networking, backups, security, etc.); handle Tier 1 escalations;
  • Assisting with training Tier 1 staff on solutions to escalated tickets in order to mentor and reduce escalations over time;
  • Primarily providing remote support, but also providing on-site support as required;
  • Following standardized operating procedures as much as possible, creating new procedures for newly identified resolutions, and when otherwise appropriate;
  • Maintaining accurate documentation of client networks, resolved issues, and client information;
  • Communicating ticket status and updates directly to clients;
  • Providing technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, Line of Business applications);
  • Striving to ensure personal "Customer Experience Score", and other performance metrics, meet Company expectations, as provided;
  • Participating in team and company huddles to help ensure the success of the team and organization;
  • Pursuing two certification exams per year;
  • Being willing to work flexible hours when required to meet client deadlines;
  • Tracking time and submitting time sheets for work completed;
  • Performing other duties and tasks as required.

Skill and knowledge requirements

We’re flexible but these are a must:

  • Proven ability to effectively manage a group of 10+ individuals
  • Advanced knowledge of IT applications, processes, software, and equipment
  • Ability to multi-task and adapt to changes in an extremely fast-paced environment
  • Demonstrated advanced skill in planning and preparing clear written communications
  • Ability to calmly and professionally handle emotionally charged clients interactions
  • Prompt, reliable and willing to do whatever it takes to exceed customer expectations


  • University degree in computer science or equivalent experience
  • Experience with ITIL service management concepts and methodologies and certification an asset
  • Current or previous professional technology certifications
  • Intimate knowledge of ConnectWise andITGlue


We invite all qualified candidates to apply. Please note, you must be eligible to work in Canada to be considered for this role and priority will be given to local applicants. We thank everyone for their interest, however only successful applicants will be contacted. 

No recruiters and no phone calls please!