MSP Technician Tier 3

Job Title: MSP Technician Tier 3 (Experienced and Strategic)
Location: Calgary, AB (Fully Remote)
Company: Falcon Systems
About Us:
At Falcon Systems, we’re not just a Managed Cybersecurity and IT Solutions Provider—we’re
passionate about making a real difference. As a security-first MSP, we deliver tailored Managed IT
Services and Solutions, specializing in Cyber Security, Cloud and AI Solutions, and Unified
Communications (VoIP). Our mission is to protect businesses and their livelihoods from
cybercriminals, ensuring their safety in an increasingly dangerous digital world.

We excel in Special IT Projects, Cloud Migrations, Cyber Security Risk Assessments, and Cyber
Resiliency Training designed to optimize and innovate, helping our clients increase business
efficiency and profitability. We serve highly regulated industries such as Oil & Gas, Finance, Legal,
Dental, Medical, and Non-Profits, with a cybersecurity-first approach driving everything we do. Join
us and be part of something special, where you’ll help streamline customer operations and internal
systems using cutting-edge technology.

Position Overview:
We’re looking for a talented, creative, strategic-thinking MSP Technician Tier 3 who lives and
breathes technology. If you’re enthusiastic about cybersecurity, emerging tech, Cloud AI, and
Microsoft 365 (including Microsoft 365 Copilot) and have the drive to execute and make a real
impact, this is your opportunity to shine. You’ll manage complex IT environments, handle escalated
tickets, and collaborate with our Operations team, Service Desk, SOC, and 3rd-party vendors to
optimize systems and protect our clients. In addition, you will play a strategic role in helping deploying and maintaining our internal technology stack.

Your work will have a positive social impact by keeping businesses safe, supporting their
operations, and fighting off cybercriminals. Execution and is key, being organized a must—we value
precision, efficiency, clear communication and a proactive approach to securing and optimizing IT
infrastructure.

Fun and Positive Environment:

At Falcon Systems, we believe that a positive workplace is essential for creativity, collaboration,
and overall success. We are committed to fostering an environment where every teaUpgrade to see actual infomber
feels valued, respected, and empowered to contribute their best.

• Respect is Key: We prioritize kindness and respect in all interactions. This includes
constructive feedback, encouragement, and appreciation for one another's efforts.

• Open and Candid Communication: We cultivate a culture of open dialogue where
everyone can voice their ideas and concerns without fear of judgment.

• Celebrating Success: We celebrate both individual and team achievements, big and small.
Recognizing efforts helps strengthen our bonds and keep morale high.

• FUN: We believe in balancing professionalism with enjoyment. Team-building activities,
social events, and a sense of humor are integral to our daily work life.

• Flexible Afterburners: We know our Top Guns sometimes need to fly at Mach 3, but we
also ensure you have time in the hangar. Our flexible work arrangements help you balance
high-intensity projects with necessary downtime.

• Continuous Improvement: We are committed to personal and professional growth. Team
members are encouraged to pursue development opportunities and share their learnings.

By adhering to these principles, we aim to create an enjoyable workplace where everyone can
thrive, fostering innovation and teamwork while keeping our workplace enjoyable and free from
negativity.

Mission Statement
At Falcon Systems, we prevent cyber disasters by keeping criminals out of your business. As a
Managed Cyber Security and IT Solutions Provider, we protect your livelihood, customers, and
reputation while delivering essential IT solutions that enhance safety, efficiency, and profitability.

Key Responsibilities:
• Mission Critical Project Execution - You will be an integral part of IT projects execution from planning to implementation stages, execution is key in this role.

. Provide immediate assistance with new tech tool stack implementation (we have migrated to Kaseya 365 and need help across the platform) to ensure our operations team can be efficient with the new tools

• Customer On-boarding Success Manager: on-boarding of new customers, we are
onboarding several new customers to our full security stack, help deliver quality onboarding
experience from start to finish

• Escalation Tickets: Handle complex tickets from the helpdesk and SOC, resolving
advanced technical issues across IT systems, infrastructure, and VoIP.

• Collaboration: Work closely with our Service Desk team, SOC, and 3rd-party vendors to
monitor and respond to security alerts, network iUpgrade to see actual info, and outages.

• Automation & Scripting: Implement automation and scripting (e.g., PowerShell) to
streamline IT management processes.

• AI Technologies: Leverage Microsoft 365 Copilot and other AI tools and robotic process automation to automate tasks and
optimize workflows, staying ahead of AI trends. Helping our customers use Ai in business
scenarios to help them automate routine tasks.

• Cybersecurity Risk Assessments: Conduct comprehensive cybersecurity risk
assessments and apply risk mitigation strategies.

• VoIP Deployment & Management: Deploy, configure, and maintain 3CX VoIP solutions,
ensuring quality and security.

• Internal Tech Stack Management: Utilize, maintain, and optimize PSA, RMM, IT
Documentation Platform, and cybersecurity tools for efficient service delivery.

• QBRs & QSRs: Complete Quarterly Business Reviews (QBRs) and Quarterly Security
Reviews (QSRs) for current customers.

• Documentation & Reporting: Maintain thorough documentation and prepare reports for
clients and the ownership team.

• Deep Knowledge of MSP/MSSP Tools: Proficient in using industry-leading tools, including
PSA, RMM, EDR/XDR, BCDR, Project Management, and Account Management tools.

• Manage Technology and Security Stack: Be a key stakeholder in managing and
administrating our Technology and Security Stack.

• Participate in weekly peer group calls: We are members of several peer groups, gain and
share knowledge with like-minded people, use hive mind to discuss complex issues



Qualifications:
• Experience: 7+ years in an MSP/MSSP or similar IT provider role.
• Technical Expertise:
o Microsoft 365 Expert: Advanced skills, including Microsoft 365 Copilot. Microsoft
365 Certifications required.
o AI Proficiency: Daily use of AI tools for process streamlining; strong knowledge of AI
prompts for task optimization.
o Scripting & Automation: Expertise in scripting languages like PowerShell, Python,
or Bash; experience in automation for IT Services Management.
o Escalation & Troubleshooting: Ability to handle complex technical issues across
systems, infrastructure, and security.
o VoIP Systems: Expertise in 3CX, VoIP deployment, maintenance, and
administration. 3CX certification required or strong experience with 3CX.
o Cybersecurity: Strong knowledge of cybersecurity frameworks; hands-on
experience with UTM, EDRs, vulnerability assessments, and cybersecurity
prospecting tools.
o Industry Tools: Proficiency with MSP Technology and Security Stack, including PSA,
RMM, BCDR, IT Documentation, EDR tools (Kaseya, Autotask, Datto RMM, IT Glue,
Rocket Cyber, Datto SAAS Backups to name a few)
o Cloud Services: Expertise in Microsoft 365, Azure a must, AWS would be an asset
o Networking Skills: Strong understanding of TCP/IP and Network Security;
experience with modern networking equipment like Ubiquiti, Fortinet, and Meraki.
CCNA/CCNP or Network+ certifications are strong assets.
Certifications - We LOVE Microsoft 365!
Highly Desired:
• Microsoft Certified: Azure Solutions Architect Expert
• Microsoft 365 Certified: Enterprise Administrator Expert
• 3CX Advanced Certification
• Microsoft Certified: Azure Data Engineer Associate
• Microsoft Certified: Security Compliance and Identity Fundamentals
• Microsoft Certified: Microsoft 365 Security Administrator Associate
Additional Security and AI Certification a valuable asset:
• Microsoft Certified: Copilot AI Essentials
• CompTIA Security+
• CompTIA Network+
• CCNA/CCNP
• CompTIA Cybersecurity Analyst (CySA+)
Soft Skills:
• Strong English communication skills.
• Drive for results and execution from start to finish.
• Highly organized, Ability to manage multiple projects and priorities.
• Winning attitude and exceptional work ethic.
• Disciplined team player with strong organizational skills.
• Strong communication and client service skills.
• Innate passion for technology: Enthusiasm for AI, automation, and tech innovations.
• A proactive and execution-focused mindset.
Benefits:
• Competitive Compensation: Competitive salary.
• Top-Tier Training for Top Guns: We're offering a competitive rate for the right
candidate. While we're looking for experienced pilots, we’re also committed to equipping
you with cutting-edge training to keep your tech skills razor-sharp and supersonic.
• Cutting-Edge Tech: Work with the latest cloud, cybersecurity, and AI technologies and
tools.
• Flexible Work Options: Fully remote work to fit your lifestyle.
• Growth Opportunities: Continuous learning and certifications with access to training
facilities via our training partner.
• Clear Career Path: Room to grow within the organization with pathways to certify and gain
experience and expertise.
• Fun Culture: Join a team that values innovation, collaboration, and fun.
• Peer Group Calls: Gain knowledge from participating in peer group
calls and quarterly conferences in North American cities.
How to Apply:
"Calling all IT Top Guns! At Falcon Systems, we're on a mission to find the Maverick of MSP
technicians. If you've got the skills, the drive, and the need for tech speed, we want you on our
radar."
"We're looking for candidates who can think on their feet and aren't afraid to push the envelope.
Your video application is your chance to show us you've got what it takes to join our elite squad of
tech aces."
Your first flight mission: Please submit a cover letter and resume or even better and if you feel
game, share a video with us, showcasing your personality, skills, and passion for technology. In your
video, please cover the following topics:
• Introduction: Briefly introduce yourself (name, background, current role, etc.).
• Passion for Technology: Discuss what draws you to technology and cybersecurity.
• Cybersecurity Vision: Describe your perspective on the current state of cybersecurity.
• Skills and Experience: Highlight key skills and experiences relevant to the role.
• Problem-Solving: Discuss a challenging situation you faced in a previous role and how you
resolved it.
• Teamwork and Collaboration: Share an experience that showcases your ability to work
effectively in a team.
• Work-Life Balance: Talk about your hobbies and interests outside of work.
• Continuous Learning: Discuss how you stay updated with industry trends.
• Books and Influencers: Share a book that has influenced your career, which influencers
are you following, what are you doing outside of work to keep your skills sharp.
Final Thoughts:
Conclude with why you believe you’d be a great fit for Falcon Systems.
Submission Instructions: Securely share your documents and optionally your video submission to
Upgrade to see actual info along with your resume