Senior Technical Support Engineer

Job Description

<p><strong>Redarx Cyber Group Full-Time Canada (Remote + On-Site as required) </strong></p><p><br></p><p>Redarx Cyber Group is a rapidly growing Canadian MSP and cybersecurity provider operating on NIST and CIS frameworks. We support clients across Western Canada with a strong focus on Zero Trust, endpoint security, cloud architecture, and operational excellence.</p><p>We are expanding our technical team and seeking a <strong>Senior Technical Support Technician (Tier 2)</strong> with strong diagnostic abilities, proven experience in managed services, and the discipline to follow structured processes and documentation standards.</p><p>This role is ideal for someone who excels in complex troubleshooting, understands modern cloud and on-prem environments, and can take ownership of issues from escalation to resolution with minimal supervision.</p><p><br></p><p><strong> CANDIDATES WILL BE TECHNICALLY ASSESSED. USE OF AI WILL NOT BE PERMITTED </strong></p><p><strong><em>Skills listed on your resume will be tested. Only list what you can confidently demonstrate</em></strong></p><p><br></p><strong>Key Responsibilities</strong><p><strong>Technical Support & Troubleshooting</strong></p><ul><li>Handle escalated Tier 2 service tickets with urgency, accuracy, and complete documentation.</li><li>Diagnose and resolve complex workstation, server, network, and application issues.</li><li>Perform root-cause analysis on recurring incidents and implement prevention strategies.</li></ul><p><strong>Microsoft 365 & Entra Administration</strong></p><ul><li>Manage Microsoft 365 tenants, security rules, Conditional Access, MFA, mail flow, SharePoint/OneDrive, and identity lifecycle.</li><li>Configure Exchange Online, Teams, Defender, Intune (nice to have), and compliance/security policies.</li><li>Interpret and respond to alerts related to identity compromise, malware, phishing, and suspicious activity.</li></ul><p><strong>Infrastructure & Server Management</strong></p><ul><li>Administer Windows Server environments, including AD, DNS, DHCP, file servers, Hyper-V virtualization, and backup systems.</li><li>Perform server deployments, patching, migrations, and general maintenance following change-management procedures.</li></ul><p><strong>Linux & Docker</strong></p><ul><li>Support Linux-based servers and services used for monitoring, dashboards, containerized applications, and internal tooling.</li><li>Deploy, update, and manage Docker containers and troubleshoot containerized environments.</li></ul><p><strong>RMM & PSA Tools</strong></p><ul><li>Use RMM tools to patch, monitor, secure, and maintain client devices.</li><li>Work within a PSA (ticketing, documentation, scheduling, asset management) to ensure accurate, complete work logs.</li><li>Create or support automated tasks, scripts, and monitoring items.</li></ul><p><strong>Vendor & Security Tools</strong></p><ul><li>Manage updates, upgrades, and deployments of vendor security tools (EDR, MDR, backup software, ThreatLocker, etc.).</li><li>Monitor and respond to security alerts, user reports, and system anomalies.</li></ul><p><strong>Client Interaction</strong></p><ul><li>Communicate clearly with clients, in both technical and non-technical language, ensuring they understand the issue, impact, and resolution.</li><li>Represent Redarx professionally and uphold a security-first mindset.</li></ul><li><br></li><strong>Required Skills & Qualifications</strong><ul><li>Minimum 3-5 years in an MSP or fast-paced IT support environment.</li><li>Strong diagnostic and troubleshooting skills across Windows, networking, and cloud systems.</li><li>Deep understanding of Microsoft 365 administration, Exchange Online, Entra ID, and Conditional Access.</li><li>Experience with Windows Server (), Active Directory, GPO, DNS, DHCP.</li><li>Solid understanding of Hyper-V and virtualization concepts.</li><li>Hands-on Linux server administration and Docker experience.</li><li>Experience with cloud security tools, EDR/MDR, and vendor ecosystems (Bitdefender, ThreatLocker, Blackpoint, MSP360, etc.).</li><li>Experience using RMM and PSA platforms (Syncro, HaloPSA, ConnectWise, or similar).</li><li>Ability to follow structured SOPs, document work clearly, and adhere to security standards.</li><li>Strong written and verbal communication skills.</li></ul><p><br></p><strong>Nice-to-Have Experience</strong><ul><li>Scripting knowledge (PowerShell, Bash).</li><li>Network fundamentals (VLANs, firewall rules, VPNs, DHCP scopes).</li><li>Azure AD / Entra security architecture.</li><li>Intune / MDM configuration.</li><li>Cybersecurity certifications or training (CompTIA Security+, Microsoft, ISC2, etc.).</li></ul><p><br></p><strong>Who You Are</strong><ul><li>You take pride in solving problems properly, not just quickly.</li><li>You follow procedures because you understand the security and business impact of skipping steps.</li><li>You thrive in an environment where accuracy, accountability, and security matter.</li><li>You value teamwork and communicate openly when you need help or when you identify risks.</li><li>You are self-driven, disciplined, and constantly improving your skills.</li></ul><p><br></p><strong>What We Offer</strong><ul><li>Competitive salary based on experience.</li><li>Training and certification opportunities in cybersecurity, cloud, and advanced technologies.</li><li>A strong culture of accountability, growth, and continuous improvement.</li><li>Opportunity to work with modern tools, frameworks, and real-world cybersecurity environments.</li></ul><p><br></p><strong>How to Apply</strong><p>Send your resume with a brief introduction outlining:</p><ul><li>Relevant experience in MSP environments</li><li>Your strongest technical area</li><li>A complex issue you diagnosed and resolved</li></ul><p>Email applications to: <strong></strong></p>