Level 1 / Level 2 Field IT Support Specialist
Location: Grande Prairie
Travel: Up to 50% throughout Alberta, Saskatchewan, and Manitoba
Position Summary
We are seeking an experienced Level 1 / Level 2 Field IT Support Specialist to join our growing team. This role combines onsite client support with in-office technical work and is ideal for a self-motivated IT professional who enjoys solving technical problems, working independently, and travelling to customer locations. Strong customer service skills and fluency in both written and spoken English are essential for success in this role.
This is not a remote or hybrid position. The role requires daily in-office presence as well as regular onsite work at client locations. Candidates must reside in the Greater Grande Prairie, and relocation assistance is not provided.
The successful candidate will be based out of our Grande Prairie office, spending some weeks primarily in the office and other weeks travelling to client sites throughout Western Canada. Travel of up to 50% is required.
This position supports a diverse client base ranging from small businesses to enterprise environments and requires strong troubleshooting skills across desktops, networking, cloud services, and structured cabling.
Typical Weekly Schedule
- Monday to Friday: Standard business hours (8:00 AM – 5:00 PM), with flexibility based on client needs.
- In-Office Weeks: Focus on remote support, ticket resolution, staging equipment, documentation, and project preparation.
- Field Weeks: Travel to client sites for onsite support, installations, and project work. Travel may include early departures, extended days, and occasional overnight stays.
- After-Hours Work: Occasional evening or weekend work may be required for maintenance windows, upgrades, or emergency support.
- Travel Planning: Schedules are typically planned in advance, but flexibility is required to accommodate urgent client needs.
Key Responsibilities
- Provide Level 1 and Level 2 technical support for client environments.
- Travel to customer locations throughout Alberta, Saskatchewan, and Manitoba to perform onsite support, installations, and project work.
- Install, terminate, test, and troubleshoot structured network cabling.
- Install, configure, and troubleshoot network switches, wireless access points, routers, and related infrastructure.
- Deploy, configure, and support desktop and laptop computers, printers, mobile devices, and peripherals.
- Support Microsoft Windows desktop environments and Microsoft 365 services.
- Support Google Workspace environments, including user administration and endpoint configuration.
- Configure and troubleshoot user accounts, email, printers, networking, and business applications.
- Perform workstation deployments, upgrades, migrations, and hardware replacements.
- Assist with server, cloud, and network infrastructure projects.
- Maintain accurate documentation, asset records, and service tickets.
- Work independently while maintaining excellent communication with clients and internal team members.
- Participate in after-hours maintenance and emergency support on an occasional basis.
Required Qualifications
- Minimum 3-5 years of progressive IT support experience in a Level 1 or Level 2 role.
- Experience providing onsite field support to business clients.
- Strong troubleshooting skills across hardware, software, networking, and operating systems.
- Experience with:
- Microsoft Windows 10/11
- Microsoft 365
- Active Directory and Microsoft Entra ID
- Google Workspace
- Network switches and wireless access points
- TCP/IP networking, DNS, DHCP, and VPN technologies
- Structured data cabling installation and termination
- Experience imaging, deploying, and supporting desktop and laptop systems.
- Ability to work independently with minimal supervision.
- Excellent customer service skills and the ability to communicate clearly and professionally in fluent English, both written and spoken.
- Strong organizational and documentation skills.
Preferred Qualifications
- Experience with Microsoft Intune and Windows Autopilot.
- Experience with virtualization platforms such as Hyper-V or VMware.
- Experience supporting cloud-based environments.
- Industry certifications such as CompTIA Network+, Microsoft, Cisco, or Google certifications are considered an asset.
Requirements
- Valid Class 5 driver's licence with a clean driving record.
- Must be bondable.
- Ability to travel up to 50% throughout Alberta, Saskatchewan, and Manitoba, including overnight travel.
- Ability to lift and move computer and networking equipment up to 50 lbs.
- Legally entitled to work in Canada.
What We're Looking For
The ideal candidate is a dependable, hands-on IT professional who enjoys variety in their work. You are comfortable working independently at client sites, solving complex technical issues, and representing the company with professionalism. You demonstrate strong customer service skills, communicate clearly and confidently in fluent English (both written and spoken), and take ownership of problems. You are equally comfortable installing network infrastructure, terminating data cabling, configuring wireless networks, or resolving desktop support issues.
Pay: $55,000.00-$70,000.00 per year
Benefits:
- Casual dress
- On-site parking
Application question(s):
- Are you fluent in English both written and spoken?
Education:
- Secondary School (preferred)
Experience:
- IT Support in a Level 1 or Level 2 capacity.: 3 years (required)
Licence/Certification:
- Driving Licence (required)
Willingness to travel:
Work Location: On the road
