Job Title

Sterling Crane Canada As a part of the global industrial organization Marmon Holdingswhich is backed by Berkshire Hathawayyou''ll be doing things that matter, leading at every level, and winning a better way. We''re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone''s empowered to be their best. Are you interested in lifting your career to new heights? Marmon Crane Services is seeking a Technology Support Analyst II to support stable, compliant, and efficient endpoint operations across Canada, the US, and Australia. Reporting to the Senior Manager, IT Infrastructure & Security, this role provides hands-on Tier 2 operational support for endpoint lifecycle activities, software deployment, compliance enforcement, and escalation handling. The Technology Support Analyst II acts as an escalation point for Tier 1 and executes standardized endpoint processes to reduce incidents, improve reliability, and maintain audit-ready operations. This role is focused on execution and operational support, working within established standards and partnering with Tier 1, Team Leads, Tier 3 teams, vendors, and business stakeholders in a large, distributed enterprise environment. JOB TYPE: Permanent full-time salaried employment. LOCATION: Edmonton, AB. HOURS: Monday through Friday, within business operating hours of 8:00 AM to 5:00 PM MST (40 hour/week). On-call may be required on a rotational schedule for less than 6 hours/month. RESPONSIBILITIES (including but not limited to): Endpoint Operations & Lifecycle Support Execute endpoint lifecycle tasks including provisioning, reconfiguration, recovery, and redeployment. Support modern endpoint management using Microsoft Intune, Azure AD, and Microsoft 365. Perform software packaging, deployment, and updates using approved tools and standards. Support mobile device enrollment and management (e.g., iOS MDM). Assist with printer and peripheral support using approved solutions. Ensure consistent endpoint configurations across regions and business units. Operational Compliance, Asset Management & Remediation Execute endpoint compliance activities such as patching, baseline enforcement, and remediation of identified issues. Support identity-related operational tasks in Active Directory and Azure AD under established procedures. Perform asset management and inventory control activities, including device tracking, lifecycle status updates, and reconciliation across endpoint management and ITSM systems. Maintain accurate device and asset records in endpoint management and ITSM platforms. Support audit readiness by maintaining operational documentation and required evidence. Support approved change and release activities by performing validation, post-change verification, and operational checks in accordance with established change processes. Incident, Alert Triage & Escalation Support Act as Tier 2 escalation for endpoint-related incidents and service requests. Troubleshoot and resolve complex desktop and endpoint issues beyond Tier 1 scope. Perform first-pass triage of endpoint alerts and operational issues (e.g., Intune, EDR, M365). Escalate confirmed incidents or systemic issues to Tier 3 or Cybersecurity Operations as appropriate. Participate in endpoint recovery activities during incidents under direction from senior technical teams. Support critical incidents impacting users across multiple regions, including coordination during business-impacting events and participation in post-incident recovery activities. Provide operational support for users across multiple time zones and regions, including participation in business-impacting incidents or escalations that may occur outside standard local business hours, in accordance with established support and escalation processes. Service Enablement & Tier 1 Support Provide guidance and support to Tier 1 analysts on escalated issues. Contribute to Knowledge Base Articles, troubleshooting guides, and operational runbooks. Assist during peak operational periods such as onboarding waves, device refresh cycles, outages, or high-volume support events. Promote consistent user experience through standardized support practices. Assist with vendor and OEM support cases by collecting diagnostics, logs, and required information in accordance with established procedures. Documentation & Continuous Improvement Maintain accurate documentation for endpoint procedures, packaging steps, and known issues. Identify recurring operational issues and contribute input toward continuous improvement of endpoint support processes. Support continuous improvement initiatives focused on reducing repeat incidents, manual effort, and operational risk. QUALIFICATIONS Experience 35 years of experience in endpoint support, Tier 2 operations, or similar technical roles. High school diploma (GED) is required. Post secondary degree in Information Technology, Business, Computer Engineering or equivalent is considered an asset. Hands-on experience supporting Windows 10/11 environments. Working experience with Microsoft Intune, Azure AD, and Microsoft 365. Experience with software packaging, deployment, and troubleshooting. Experience working in a large enterprise or global IT environment supporting distributed users and systems. Familiarity with ITIL-based incident, request, and change management processes. Skills & Competencies Strong communication and interpersonal skills, with the ability to clearly explain issues and next steps to both technical and non-technical users. Customer-focused mindset with empathy for end-user experience in a for-profit, service-driven environment. Strong problem-solving, analytical, and critical-thinking skills to support effective triage and root cause analysis. Ability to work collaboratively across teams, functions, and time zones in a large, global organization. Ability to remain calm and effective under pressure during high-impact incidents or service disruptions. Strong attention to detail and documentation discipline to support operational consistency and audit readiness. Assets / Nice to Have Experience working in a Managed Services Provider (MSP) or structured service delivery environment. Exposure to transitioning services from an outsourced or MSP model to internal IT support. Experience supporting or administering SharePoint Online (site permissions, basic administration, user support). Experience with ITSM platforms such as ServiceNow, Freshservice, or NinjaOne. Foundational knowledge of Azure infrastructure concepts (e.g., subscriptions, resource groups, identity integration) to support endpoint and cloud operations. Exposure to endpoint security tools (EDR, email security) from an operational support perspective. Relevant Microsoft certifications (e.g., Modern Desktop Administrator, Microsoft 365, or security-related certifications) are considered an asset but are not required. IMPORTANT: Preference for successful applicants to be local to the Edmonton region. As a safety sensitive position, it is a condition of employment that candidates successfully pass pre-employment testing that may include a pre-employment criminal background check. We thank all applicants for their interest; however, only candidates who are shortlisted will be contacted. CLOSING DATE: Until Filled. Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law. If you would like to apply for this position, please submit your resume online via our Applicant Tracking System or drop your resume at any of our office locations. Why Join Us? This role offers the opportunity to work in a modern, cloud-first IT organization transitioning from outsourced support to a scalable, internally managed operating model. Tier 2 plays a critical role in stabilizing endpoint operations, reducing escalations, and supporting secure, standardized services across a global enterprise. As a Sterling Crane employee, you''re helping build the businesses, communities, and infrastructure of society, safely. Our growing mobile crane fleet is front and center across Canadian skylinestaking care of the heavy lifting for industrial clients in oil and gas, energy, construction, and civil infrastructure. Our fleet is also involved in sustainability projects across the country, from wind energy to environmental preservation. We''re empowering our people to lift their careers to new heights every day. Take control of your future through our comprehensive benefits, training, continuous learning, and professional development pathways. As a member of our team, you''ll be working with like-minded professionals focused on making a lasting impact through collaboration, having fun, and working with integrity. Our Business: At Sterling Crane, we pride ourselves on ''lifting the weight off of your shoulders, safely;'' a mission we have pursued with our clients and staff for over 70 years in Canada. We also pride ourselves on being part of the global industrial organization Marmon Holdings which is backed by Berkshire Hathaway. With the support of Marmon, we are achieving our mission while doing things that matter, leading at every level and winning a better way - everyday. Join us Learn more about Sterling Crane: Crane Rental and Services - 27 Locations throughout Canada and the USA ). Learn more about Marmon: Marmon Holdings | Engineering Solutions for Global Challenges. Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.