Help Desk Analyst (Tier 2)
Keeran Networks
Edmonton, Alberta, Canada
4h ago
source : Linkedin


Keeran Networks is a rapidly growing Managed Services Provider headquartered in Edmonton. We have an excellent team, great work environment and wonderful clients to work with.

We are currently seeking a full-time Help Desk Analyst (Tier 2) to be based in our Edmonton office. (The position may involve remote work within the city of Edmonton as a result of the current pandemic.)

As a Managed Services Provider, we tend to be exposed to more technologies than most internal IT positions, and we certainly support a broader variety of network environments.

The pace and demands of our environment are also much greater than an internal IT position. The successfully candidate will be a highly organized individual who is a great communicator.


  • Provide exceptional front line support to clients from many different industries, ranging from dental offices to car dealerships
  • Deal with tickets escalated from Tier 1, and mentor Tier 1 staff
  • Interact with clients remotely via telephone (90%) and in person at their locations (10%)
  • Provide complete support for client environments including hardware, operating systems, line of business applications and network equipment
  • Work with vendor support on behalf of our clients to ensure their support issues are resolved
  • Escalate tickets to tier 3 as required, and ensure that all steps have been properly documented before escalating
  • Use, update and contribute content to our internal knowledge base
  • Client site visits to resolve issues within skillset
  • Maintain a calm and professional attitude even when dealing with stressful situations
  • Earn the trust and respect of clients
  • Works on obtaining industry certifications to further career path
  • Skills & Qualifications

  • Preference will be given to candidates who have previous been employed at a Managed Services Provider
  • Education : 1-2 years of relevant study and diploma preferred, but relevant work experience can be a substitute
  • At least 3 years of experience in a Help Desk or System Administration role
  • Strong experience with Server and Networking support
  • Experience with Desktop support
  • Relevant industry certifications are an asset
  • Strong and effective oral and written communicator
  • Strong time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
  • Professional, responsive, and positive work attitude is essential
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