Helpdesk Technician Tier 2

About Anchor

Anchor is an award-winning team recognized as one of the leading IT companies in North America. Anchor works with industry-leading vendors to ensure your business is protected and growing smoothly. We take the Enterprise IT experience and provide it to small and medium businesses throughout Saskatchewan.

About the Job

The Help Desk Technician Tier 2 provides advanced technical support and solutions to clients and internal users. This role involves diagnosing and resolving complex technical issues requiring detailed systems and applications knowledge, assisting Tier 1 technicians, and ensuring high levels of customer. The Help Desk Technician Tier 2 personnel have a deep understanding of the company products and extensive experience in troubleshooting.

Perks

Join the Anchor team, where your well-being and growth come first. We help you grow your career alongside working and gaining experience on a fast-paced and highly skilled team. You’ll enjoy:

• Career growth with paid training materials, certification exams, and guided development


• Employee pension plan


• Comprehensive health and wellness benefits


• Daily snacks + team lunches on special occasions


• Community involvement and volunteer opportunities


• A culture built on our core values: Hungry, Humble, Smart
  

What you bring to the table

• A post-secondary degree in Information Technology, Computer Science, or a related field is typically required. A combination of relevant work experience and education may also be considered.


• The following IT industry certifications are an asset and highly preferred: ITILv4, MS-102, MD-102, AZ-900, Network+, Server+, A+, Fortinet Certifications would all be an asset.

• 5+ years of IT Experience.


• 3+ years of experience working with a Managed Services Provider in a Tier 2 capacity or equivalent private sector support role.


• Experience managing and working with the following technologies:
  
  
  
  • Windows Server 2016+ (Server+)
  
  
  • Exchange
  
  
  • Active Directory
  
  
  • Firewalls
  
  
  • VPNs
  
  
  • Virus and Security
  
  
  • DNS
  
  
  • Microsoft Hyper-V
  
  
  • VMware
  
  
  
  


• Good working knowledge to administer Microsoft Office 365, Microsoft Modern workplace, and Microsoft Azure AD, including modern authentication methodologies.


• Excellent Customer Service skills. The ability to deal with customers in a professional and courteous manner.  Friendly, courteous, and a willingness to solve problems is are a must.

Key Accountabilities

• Provide advanced technical support for hardware, software, and network issues escalated from Tier 1.


• Troubleshoot, diagnose, and resolve complex technical, network, server, and application problems.


• Maintain and optimize IT systems, including servers, networks, backups, and workstations.


• Perform updates, patches, backups, and recovery tasks to ensure security and business continuity.


• Document tickets, resolutions, and updates accurately in the ticketing system.


• Create and maintain knowledge base articles and technical documentation.


• Mentor Tier 1 technicians and share best practices across the team.


• Train end users on systems, applications, and Anchor IT products/services.


• Identify opportunities to improve support processes and service efficiency.


• Enforce IT security policies and coordinate with third-party vendors when required.