Support Centre Technician - Tier 2

DataDrill Communications Inc. is a communications rental service company delivering custom remote communication solutions to clients operating in challenging and remote environments across multiple industries, including Oil & Gas, Mining, Construction, and Industrial operations.

For over 25 years, DataDrill has supported customers by providing reliable communication systems in locations where connectivity is critical. We take pride in delivering high-quality communication solutions safely while maintaining exceptional customer service and long-term client relationships.

** We are currently seeking a skilled Support Centre Technician – Tier 2 to join our Support Team in Calgary **

This role offers the opportunity to work with various PC-based computing equipment, cellular technologies, remote software suites, and emerging communication solutions supporting remote operations throughout Western Canada and the United States.

Core Skills & Attributes

Successful candidates will demonstrate:

• Strong organizational skills with exceptional attention to detail
• Excellent verbal and written communication skills demonstrated with professionalism and respect
• A proactive mindset with a willingness to learn, develop, and continuously improve technical skills
• Reliability, punctuality, and flexibility, including participation in scheduled on-call rotations
• Strong analytical problem-solving abilities
• Ability to manage multiple priorities in a fast-paced environment
• Ability to work independently while contributing effectively within collaborative technical teams
• A customer-focused approach to service delivery and issue resolution

Technical Qualifications & Experience

Candidates should possess:

• Diploma, certificate, or equivalent experience in IT, Networking, Systems Administration, or related technical fields
• 3+ years of experience supporting business computing environments, IT infrastructure, telecommunications, or related technical environments
• Equivalent combinations of education and industry experience will be considered

Strong understanding of technical principles including:

• Microsoft Windows-based desktop and laptop environments
• Networking fundamentals including TCP/IP, DNS, DHCP, VPN connectivity, and wireless networking
• Endpoint deployment, imaging, and equipment lifecycle management
• Backup and recovery solutions such as Veeam
• Cloud technologies such as OneDrive, Gmail, and Microsoft 365
• PowerShell, scripting, automation, or process improvement tools
• Structured troubleshooting methodologies and root-cause analysis

Experience supporting or administering:

• Desktop and laptop computers
• Multifunction printers and common peripherals
• Mobile devices (Android and iOS) and cellular connectivity solutions
• Remote support and monitoring tools

Experience with the following are considered strong assets:

• Ubiquiti wireless networking technologies
• Microsoft 365
• Microsoft Deployment Toolkit (MDT)
• Microsoft Intune/Entra
• AWS environments
• iCloud
• Zendesk
• A+, Network+, Microsoft, or related industry certifications
• Experience supporting remote communications environments or industrial operations

Responsibilities

The successful Support Centre Technician will:

• Demonstrate DataDrill’s values of Family, Accountability, Excellence, Teamwork, and Honesty in all aspects of work
• Receive, prioritize, document, and respond to technical support requests from clients and internal staff
• Diagnose and resolve hardware, software, connectivity, and Microsoft 365-related issues through phone, remote, and occasional in-person support
• Escalate complex issues appropriately while maintaining ownership and communication throughout the resolution process
• Assemble, configure, test, deploy, and maintain computing and communications equipment within the Calgary office
• Build, image, and prepare laptop packages and associated peripherals for deployment
• Support Microsoft 365 services, endpoint devices, and remote connectivity solutions
• Assist with backup, recovery, and system maintenance activities
• Maintain accurate documentation, inventory records, and support ticket updates
• Provide reporting relating to equipment fleet operations and system performance
• Collaborate with Network Operations, Field Operations, and other support teams to ensure exceptional customer service
• Participate in continuous improvement initiatives focused on efficiency, automation, and service quality

Work Schedule & On-Call Requirements

This position is based in our Calgary office and follows a Monday to Friday schedule.

• Standard shifts are eight hours in duration and scheduled within operational support requirements
• Operational coverage is supported through staggered start schedules to maintain service availability for customers
• Participate with team members in the On-Call Support rotation to provide after-hours and weekend support coverage.

DataDrill provides:

• Daily on-call stipend while scheduled
• Overtime compensation for all remote support work completed during On-Call periods
• Company-provided Laptop, Smartphone, and supporting equipment required for remote support activities

Additional Requirements & Assets

• Ability to safely lift and move equipment up to 50 lbs
• Valid Class 5 Driver’s License with clean driver’s abstract considered an asset
• This is primarily an office-based position; however, occasional travel to client locations may be required.

Why Join DataDrill?

DataDrill has been a family-operated business since 1999 and remains committed to creating a positive environment focused on teamwork, professional growth, critical thinking, and continuous improvement.

We invest heavily in our employees while providing opportunities to work on technically interesting projects involving:

• Enterprise-class networking systems
• Satellite communications
• Wireless infrastructure
• Remote connectivity solutions
• Industrial communications environments

Our Southeast Calgary office offers convenient access from major routes including Deerfoot Trail, Stoney Trail, Blackfoot Trail, and Peigan Trail.

We offer:

• Competitive compensation
• Comprehensive benefits package
• Flexible vacation policy
• Training and professional development opportunities
• Exposure to unique and technically challenging environments

We thank all applicants for their interest; however, only candidates selected for further consideration will be contacted.

DataDrill Communications Inc.
4865 35A Street SE
Calgary, Alberta T2B 3M7
Phone: 403-269-7500
Website: www.datadrill.ca