Deskside Support jobs

Becker Keating and Young Technologies (BKY) has been a trusted provider of end-to-end managed IT services and software development since 1999. Based in the greater Edmonton area, BKY helps businesses navigate digital transformation with expertise in networking infrastructure, business continuity, cybersecurity, cloud services, and more. As our MSP business grows, we continue to push the boundaries of innovation in IT solutions for small to medium-sized businesses.

Job Summary

We are looking for a personable, dependable End User Support Technician to join our growing MSP team. In this role, you'll work directly with client staff every day, helping with everything from a computer that won't connect to the network to a new employee's first day setup to keeping their broader network and cloud environment running smoothly behind the scenes.

Here's how we prioritize what we're looking for. First and foremost, someone who builds great relationships with our clients: friendly, clear, patient, and genuinely likable to work with. Second, someone we can count on: reliable, shows up, follows through, and takes ownership of a problem until it's solved. Third, technical skill. It's important, but it's the one thing we can train. If you've got the right attitude and a willingness to learn, we'll help you build the technical depth this role needs, including hands on work with switches, firewalls, VPNs, and Azure cloud environments.

You'll be juggling multiple client requests at once, across a wide range of technology, from desktops and printers to servers and network equipment to Azure, so strong organizational skills and the ability to multitask are just as important as your technical know how.

Duties & Responsibilities

• Serve as a friendly, front line point of contact for client end users, providing support by phone, email, remote session, and on site visits.
• Troubleshoot and resolve day to day IT issues, including desktops, laptops, printers/multifunction devices, and general office technology.
• Support client web applications and cloud based business tools, escalating more complex issues as needed.
• Configure and maintain network equipment such as switches, firewalls, and VPNs, and help manage client environments hosted in Azure.
• Assist with server related tasks such as user account management, backups, patching, and basic troubleshooting in Windows Server environments.
• Manage new hire onboarding and offboarding: provisioning accounts, setting up hardware and software, configuring access, and making sure new employees have a smooth first day.
• Juggle multiple client requests and priorities at once, using our ticketing system to track, document, and follow up on all work.
• Provide tier 1/2 support, escalating tier 3 issues to our senior network and systems team when needed.
• Maintain clear, friendly communication with clients throughout the resolution process, setting expectations and following up to confirm satisfaction.
• Document solutions and keep client asset and configuration records accurate and up to date.
• Participate in an after hours/on call rotation shared across the team.
• Flag potential issues or improvement opportunities in client environments before they become problems.

Minimum Requirements

• A genuinely friendly, patient, customer first attitude. You enjoy helping people and it shows.
• Dependability: you follow through, show up when you say you will, and take ownership of problems until they're resolved.
• Strong verbal and written communication skills.
• Excellent multitasking and time management skills, able to manage several open issues and priorities at once, across different technologies, without losing track of details.
• Some hands on experience with IT support, help desk, or a similar client facing technical role. We consider candidates across experience levels, from those just starting out to seasoned technicians. Familiarity with Windows desktop/server environments, Active Directory, general networking (switches, firewalls, VPNs), and Azure is a plus, and we'll build on whatever you bring.
• Presentable, outgoing, and comfortable representing BKY directly in front of clients.

Desired Attributes

• Certifications such as CompTIA A+, Network+, CCNA, or Microsoft/Azure certifications are an asset but not required. We sponsor certification programs, training, and hands on learning for the right candidate.
• Prior experience in an MSP or IT consulting environment.
• A calm, positive attitude under pressure and a genuine curiosity about technology.

Some important tips to help stand out from the crowd

We receive thousands of resumes for each job posting. Our team invests a lot of effort reviewing all resumes as they build a shortlist for further review. Here are some things to consider that will help improve your chances of getting an interview:

• Ensure your resume is free of spelling and grammatical errors.
• Your previous work history should be laid out in chronological order.
• Including a shortcut to your LinkedIn profile on your resume saves us time and ensures we're looking at the right profile. This is not a requirement but makes a difference. Please do not reach out via LinkedIn.
• We will ONLY accept applications using Indeed.
• Cover letters matter! This is your opportunity to share your voice by telling us why BKY interests you.
• Shortlisted candidates will be asked for references. Please have your references ready.
• Make sure your resume includes a direct phone number and personal email address we can use to contact you.
• As mentioned above, we receive thousands of applications. We've taken measures to ensure the relevance of applicants. In an effort to verify your authenticity as a human applicant genuinely interested in this position, we will ask you for a job code. You must provide the following job code when asked: R3S12A. Only applications including a valid job code will be accepted. Applications with invalid or missing job codes will be rejected.

Job Types: Full-time, Permanent

Pay: $70,000.00-$90,000.00 per year

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off
• Wellness program

Flexible language requirement:

• French not required

Application question(s):

• Please provide the valid job code shown on the job posting.
• Please link your LinkedIn Profile page.

Experience:

• Microsoft Windows Server: 6 years (required)
• Customer relationship management: 6 years (required)
• Azure: 6 years (required)
• Firewall: 6 years (required)
• Active Directory: 6 years (required)

Work Location: In person