Remote IT Support Technician

Role Summary The IT Support Specialist provides reliable, responsive technology support to Modern Niagara employees by maintaining end‑user devices, applications, and systems. This role supports Tier 1 requests, resolves technical issues efficiently, and ensures employees can work productively and securely. Success is demonstrated through timely issue resolution, strong customer service, and stable, well‑maintained IT environments.

Reliable IT support is essential to keeping Modern Niagara’s teams connected, productive, and safe. This role directly supports business continuity across offices and project sites by minimizing downtime, maintaining secure systems, and enabling employees to focus on delivering high‑quality work to clients.

Deliver consistent Tier 1 support that minimizes disruption and supports daily operations.

Support national teams through responsive service, collaboration with internal partners and vendors, and shared ownership of service quality.

Provide hands‑on desktop and deskside support, including installing and upgrading software, installing hardware, and configuring systems and applications.

Support basic Tier 1 requests, including application installation, configuration, and troubleshooting.

Prioritize support requests based on urgency and business impact.

Build strong rapport with users to understand issues holistically and improve service delivery.

Apply diagnostic tools and utilities and access software updates, drivers, knowledge bases, and FAQs to resolve issues.

Conduct root cause analysis to ensure problems are fully resolved and prevent recurrence.

Record, track, and document support activities from intake through resolution using service desk tools.

Perform post‑resolution follow‑ups to confirm issues are resolved and users are supported.

Develop help documentation and FAQs for end users.

1-2 years of experience in an IT Support or Service Desk role.

• Strong technical foundation with the ability to support operational technologies and become a subject matter expert in specific software and hardware solutions.
• Experience providing both remote and deskside support using helpdesk or ITSM tools.
• Working knowledge of desktop and server operating systems, including basic back‑end support such as user and email account setup.
• Excellent interpersonal and communication skills, with the ability to explain technical concepts in user‑friendly language.
• Strong documentation skills and experience managing service tickets through to resolution.
• Familiarity with infrastructure and networking concepts.
• Willing and able to support teams nationally, including travel to the Edmonton location for coverage as required.

Experience working with software vendors to optimize support and functionality.

Experience with infrastructure networking environments.

Experience supporting IT environments within the construction industry.

Performance based bonus opportunities.

• Defined Contribution Pension Plan with a generous employer contribution.
• Flexible Health and Dental benefits with tiered options to meet the needs of you and your family.
• An annual health spending account to support your overall wellness.
• 24/7 confidential support through our Employee and Family Assistance Program with access to comprehensive resources and professional services.
• A competitive vacation package with additional vacation granted throughout your tenure with the organization.
• Employer Paid Parental Leave Top Up.
• Annual Community Day dedicated to volunteering and giving back to the communities where we live and work.
• Corporate Discounts through various vendors across Canada for programs such as fitness, mobile phones, travel, home and auto insurance and many others.
• Here at Modern Niagara, because we know our people are the best in the industry, we pride ourselves on providing a total compensation package that rewards employees for their hard work and supports employees and their families in their overall wellbeing.

Modern Niagara helps building owners, managers, and general contractors meet the mechanical, electrical, integrated building technology, and building services needs of their buildings across Vancouver, Calgary, Edmonton, Toronto, Southwestern Ontario, and Ottawa. We are committed to having a positive and meaningful impact on Canada’s infrastructure — and on the communities where we live, learn, work, and heal. Health and safety are embedded in everything we do, and our award-winning safety culture consistently performs well above industry standards.

Diversity, Equity & Inclusion at Modern Niagara

We are committed to building a diverse, equitable, and inclusive organization where everyone has access to opportunity, feels a sense of belonging, and can thrive. We actively work to remove barriers faced by members of equity-seeking groups (including women, Indigenous, Black, racialized, 2SLGBTQIA+ people, people with disabilities, and newcomers to Canada) in the construction industry. If you require accommodation at any stage of the recruitment process, please contact us at View email address on ca.snapjobsearch.com.