Tier 3 Technician / Senior Systems Engineer

Tier 3 Technician / Senior Systems Engineer
Lead major technical initiatives. Solve high-impact challenges. Shape the future of a 30-year MSP.
Willcraft Technologies is a trusted, family-owned MSP proudly serving Lloydminster and surrounding regions for over 30 years. We support clients across healthcare, oil & gas, legal, accounting, education, and SMB—keeping critical environments secure, resilient, and productive.
We are expanding our technical leadership team with a Tier 3 Technician / Senior Systems Engineer who can take ownership of complex problems, lead projects, and support the continued growth and modernization of our clients’ environments.
If you are a senior-level technician who thrives on autonomy, advanced troubleshooting, and meaningful client impact—this is a role built for you.

About the Role
As a Tier 3 Technician, you will be the escalation point for complex technical issues and the leader on advanced implementations. You will work closely with our Operations Manager and Tier 1/2 team to ensure high-level resolution, excellent documentation, and strong technical standards across our service stack.
This role is ideal for someone who enjoys:

• Leading major projects
• Designing solutions
• Working directly with clients
• Mentoring junior technicians
• Owning environments end-to-end

What You’ll Do
Tier 3 Escalations

• Resolve complex issues involving servers, networking, virtualization, security, cloud infrastructure, and integrations
• Provide deep technical troubleshooting and root-cause analysis
• Support escalation requests from Tier 1 and Tier 2 technicians

Implementation & Projects

• Lead or support major implementations, including:
  • Server deployments & migrations
  • Network redesigns
  • Firewall and security stack deployments
  • Microsoft 365 & Azure projects
  • Backup/disaster recovery implementations
  • Cybersecurity upgrades
• Ensure all projects follow Willcraft’s documentation and scope processes

Proactive Technical Leadership

• Improve client environments through standards alignment
• Participate in technical roadmapping and infrastructure planning
• Review client technical risks and propose remediation plans
• Help build and update internal SOPs and best practices

Mentorship & Internal Support

• Mentor junior staff and raise the technical bar of the team
• Provide admin/support for our RMM, PSA, and monitoring tools
• Collaborate with Sales & TAM to support QBRs and solution design

Client-Facing Responsibilities

• Attend client meetings for technical planning
• Present complex topics in clear, client-friendly language
• Maintain strong, trusted relationships with key accounts

You’ll Be Successful Here If You…

• Thrive in an MSP environment
• Enjoy technical autonomy and solving complex issues
• Communicate clearly with both clients and teammates
• Are detail-oriented and documentation-driven
• Want to mentor others and elevate the team
• Can balance project work with escalations and priorities
• Take ownership and pride in your work
• Value long-term client relationships

Essential Technical Requirements
Candidates should be confident with most of the following:
Core Infrastructure

• Windows Server (2012–2022)
• Active Directory & Group Policy
• Azure AD / Entra ID
• Intune device management

Networking

• Firewalls (Fortinet, SonicWall, WatchGuard, or similar)
• VLANs, routing, VPNs
• Wi-Fi systems & switching fundamentals

Cloud & Productivity Tools

• Microsoft 365 administration
• Azure infrastructure experience (VMs, storage, security)
• SharePoint, OneDrive, Teams troubleshooting

Security

• MFA, conditional access
• Endpoint security tools
• Patch management
• Backup & disaster recovery systems

Tools

• Experience with PSA/RMM platforms
• Documentation platforms such as IT Glue
• Ticketing system best practices

Qualifications
Required:

• 3–7 years experience in an MSP or similar technical environment
• Strong troubleshooting & diagnostic skills
• Proven experience leading projects
• Excellent written and verbal communication skills
• Valid driver’s license
• Ability to work on-site at client locations
• Reliable Transportation

Preferred:

• Certifications (MCSA, Azure, Network+, Security+, etc.)
• Experience designing infrastructure or solution architecture
• Cybersecurity exposure

Compensation & Benefits

• Competitive salary aligned with Tier 3 expectations
• Project-based bonuses and overtime when applicable
• Extended health and dental benefits
• Complimentary gym membership to Viking Strength
• Training, certificates, and professional development
• Clear path to senior engineering or architectural roles
• A stable, supportive workplace environment backed by 30 years of client trust

Our Core Values
We hire and lead by our values:
Integrity • Accountability • Service Above Self • Respect • Continuous Improvement
We want someone who embodies these values and strengthens our culture. How to Apply
Submit your resume and a brief introduction outlining:

1. Your strongest technical competencies
2. A complex technical problem you’re proud of solving
3. Why an MSP environment is the right fit for you

Email careers@willcraft.ca