IT Support Technician (Tier 2)
Abbotsford, BC · On-site/Hybrid, with possible travel to client sites · Full-time
$58,000–$72,000 depending on experience · extended health benefits · a real growth plan
For the MSP technician who's ready to own the hard tickets and make the whole operation better.
Red Rhino Networks is a Managed Service Provider supporting small and medium-sized businesses across British Columbia. You already know what that means: many environments, real variety, and the good kind of hard problem. We're looking for a Tier 2 technician who's past the “learning the basics” stage and wants a place where solving complex issues, mentoring tier 1 technicians, and improving how things run are all part of the actual job, not favours you do on the side.
Most places tell you there's “room to grow” and leave it at that. We build the path:
- You get a Personal Growth Plan - your goals, written down, with time and budget behind them.
- A Skills Matrix shows you exactly where you stand today and what you're already good at.
- These form your growth roadmap which tells you precisely which skills move you to the next level, no guessing, no politics.
We plan for our clients' growth the same way we plan for yours.
You'll own the escalations Tier 1 can't crack, the Entra ID and Intune misconfigurations, the mail-flow mysteries, the network and firewall problems, the server and virtualization issues, the Azure and Microsoft 365 tenant work. You'll run point on small projects and migrations, go on-site when a problem needs hands and judgment, and be the person a client trusts to explain what happened and why. Between tickets, you'll spot the recurring issue nobody's fixed at the root, write the documentation that stops it coming back, and build the small automation that saves the team an hour a week. You'll work across a modern MSP stack, Autotask for tickets, N-able for monitoring and scripting, IT Glue for documentation, against real SLAs, with the autonomy to make good calls.
- You diagnose from first principles, you can reason through an unfamiliar problem, not just pattern-match to the last one.
- You own outcomes, not tickets. “Closed” and “actually fixed” are different things to you.
- You write documentation other people can follow, because you've been burned by bad docs.
- You look for the process or automation improvement, not just the next ticket in the queue.
- You communicate with clients confidently and plainly, especially when the news is bad.
- You use AI responsibly to work faster, and you think critically about the security and governance side of doing that.
- 2+ years in an MSP or multi-client environment (or comparable breadth), independently resolving Tier 2 escalations.
- Strong hands-on across Windows Server, Microsoft 365 administration, and Entra ID.
- Real networking and firewall troubleshooting, you can follow the traffic and find the fault.
- A track record of clear documentation and confident client communication.
- Able to work in Canada and travel to client sites in the region (kilometres covered).
- Intune, Azure, and virtualization experience.
- Scripting/automation (PowerShell, Graph API) beyond copy-paste.
- Relevant certifications (Microsoft, networking, security), or the equivalent demonstrable skill.
- Experience mentoring or being the escalation point for junior techs.
We don't require a degree. Demonstrated ability and how you think matter more.
Please apply by responding to the application and attaching your resume and cover letter. We’d like to thank all those who apply. Only shortlisted candidates will be contacted.
