Technical Support Analyst

About This Role

We are seeking a Technical Support Analyst to join our technical team at Lumen IT, a Calgary managed IT services provider. This is an opportunity to work with modern technology while supporting businesses across Calgary and the surrounding areas.

As a Technical Support Analyst, you will provide Tier 1 and Tier 2 technical support, working alongside senior team members to resolve client issues and learn advanced technologies. This is primarily an in-office position based in downtown Calgary, with some flexibility for remote work. You'll handle day-to-day technical support requests while building your skills in cloud infrastructure, security systems, and client service.

What You'll Do

Daily Technical Support (60% of your time)

• Respond to client support requests via phone, email, and ticketing system
• Troubleshoot common issues with Windows, macOS, Microsoft 365, and mobile devices
• Reset passwords, manage user accounts, and handle access requests
• Diagnose hardware, software, and basic network connectivity issues
• Document solutions and update our knowledge base
• Escalate complex issues to senior team members when needed

System Maintenance & Monitoring (25% of your time)

• Assist with regular system health checks and preventive maintenance
• Monitor client systems using RMM tools and respond to alerts
• Help manage user accounts and permissions in Active Directory and Azure AD
• Support device deployments using MDM tools (with guidance from senior staff)
• Perform routine updates and patch management tasks

Learning & Project Support (15% of your time)

• Assist senior technicians with client projects (migrations, deployments, implementations)
• Shadow and learn from experienced team members on complex issues
• Participate in team training sessions and professional development
• Help with vendor coordination and basic project tasks
• Contribute to process improvements and team initiatives

Where You'll Grow

As you develop, you'll take on more responsibility in areas like:

• Leading small projects and coordinating with vendors
• Supporting vulnerability assessments and Zero Trust security initiatives
• Handling VoIP migrations and phone system configurations
• Becoming a go-to resource for complex technical issues

A Day in the Life

8:30am - 9:00am: Arrive at downtown office, grab coffee, check overnight monitoring alerts and urgent tickets from the queue. Review any escalations from on-call tech.

9:00am - 12:00pm: Handle incoming support requests through our ticketing system, phone, and Microsoft Teams. Recent examples include:

• User can't access shared network drive → investigated permissions in Active Directory, found expired group membership, resolved in 15 minutes
• "My Outlook keeps asking for my password" → cleared cached credentials, reset app password, tested on mobile device
• New employee starting Monday → created user accounts, assigned Microsoft 365 licenses, prepared laptop with standard software
• "Computer is running really slow" → remote into machine, checked for malware, cleared temp files, found Chrome had 47 tabs open, educated user
• Printer not working at client site → walked through driver reinstallation over phone, scheduled in-person visit to check network cable

12:00pm - 1:00pm: Lunch break with team (we usually grab something together or play games in the break room)

1:00pm - 3:00pm: Continue ticket queue work. Also blocked off time to assist senior tech with client project - helped migrate 50 user mailboxes to new Exchange Online tenant, learned about mailbox delegation and distribution groups.

3:00pm - 4:00pm: Attended weekly team knowledge-sharing session. Today's topic: New features in Microsoft Intune autopilot. Took notes, asked questions about conditional access policies.

4:00pm - 5:00pm: Wrapped up remaining tickets, documented solutions in knowledge base, updated ticket notes for tomorrow's follow-ups. Checked in with manager about progress on learning goals.

Typical Ticket Volume: 15-25 tickets per day, most resolved in 10-30 minutes, some require research or follow-up next day.

Common Support Scenarios

Here's what you'll actually be troubleshooting day-to-day:

Most Common (Daily)

• Password resets and account unlocks
• Email issues (can't send/receive, mailbox full, Outlook configuration)
• Microsoft 365 access and licensing issues
• VPN connection problems for remote users
• Printer setup and troubleshooting
• Software installation requests
• File permission and access issues

Regular (Weekly)

• New user onboarding (account creation, equipment setup)
• Hardware issues (laptop won't boot, monitor not working, peripherals)
• Mobile device setup (iPhone/Android email configuration, MDM enrollment)
• Network connectivity troubleshooting
• Software updates and patch issues
• Basic server health monitoring and alerting

Occasional (Monthly)

• Assisting with client migrations (email, file shares, applications)
• Supporting vendor software installations
• Helping with backup verification and restore tests
• Documenting processes and creating knowledge base articles
• Participating in client onboarding projects

What You'll Learn To Do (With Senior Support)

• Configure Group Policy objects
• Set up conditional access policies in Azure AD
• Deploy applications through Intune
• Troubleshoot VoIP phone issues
• Perform basic network switch configuration
• Implement multi-factor authentication for users

Tools & Technologies You'll UseCore Platforms (Daily)

• Microsoft 365: Exchange Online, SharePoint, OneDrive, Teams - you'll become an expert
• Windows: Desktop (10/11) and Server (2016/2019/2022) environments
• Active Directory: User/group management, GPOs, security groups
• Azure AD: Cloud identity, conditional access, device management

Management Tools

• RMM Platform: Remote monitoring and management for client infrastructure
• Ticketing System: Professional PSA for tracking all support requests
• Remote Support: Tools like TeamViewer, ScreenConnect, or similar for remote assistance
• Documentation: Knowledge base system for solutions and procedures

Device Management

• Microsoft Intune: Windows device enrollment, app deployment, compliance policies
• MDM Solutions: For managing macOS, iOS, and Android devices
• Imaging/Deployment: Automated provisioning for new workstations

Additional Technologies

• Backup Systems: Veeam, Datto, or similar backup verification
• Network Equipment: Basic familiarity with switches, firewalls, and VPN appliances
• VoIP Systems: Microsoft Teams Phone, SIP trunks, desk phone configuration
• Security Tools: Microsoft Defender, endpoint protection, email filtering

Don't worry if you haven't used these exact tools - we'll train you on our specific stack. What matters is that you're comfortable with the concepts and eager to learn.

What We're Looking ForRequired Qualifications

• Experience: 2+ years in technical support, IT operations, or related field
• Technical Foundation: Strong understanding of:
• Windows desktop and server environments
• Active Directory user and group management
• Microsoft 365 administration (Exchange Online, SharePoint, Teams)
• Basic networking concepts (TCP/IP, DNS, DHCP, VPNs)
• Hardware and software troubleshooting
• Remote support tools (e.g., TeamViewer, ScreenConnect)
• Platform Experience: Solid experience with at least ONE of the following ecosystems:
• Windows/Microsoft environment (Intune, Azure AD, Windows Server)
• Apple environment (macOS, iOS/iPadOS, MDM solutions)
• Linux systems (Ubuntu, CentOS, or similar)
• Basic Scripting: Familiarity with PowerShell or basic scripting for automation

Core Competencies

• Problem-Solving: Excellent analytical skills with the ability to think creatively under pressure
• Communication: Outstanding ability to explain complex technical concepts to non-technical stakeholders
• Customer Service: Genuine desire to help others succeed with a patient, professional demeanor
• Self-Management: Strong time management and organizational skills
• Mobility: Comfortable with occasional client site visits in Calgary area (1-2 times per month). Valid driver's license and reliable transportation preferred. Mileage reimbursed at CRA rates.

Nice to Have

• Industry certifications (CompTIA A+, Network+, Security+, or Microsoft certifications)
• Bachelor's degree or diploma in Computer Science, Information Technology, or related field
• Experience with cloud platforms (Azure or AWS)
• Knowledge of MDM solutions (Microsoft Intune, Jamf Pro, or similar)
• Familiarity with VoIP systems or Microsoft Teams Phone
• Experience with RMM platforms (ConnectWise, NinjaRMM, Datto, or similar)
• Basic scripting skills in PowerShell or Python
• Previous MSP (Managed Service Provider) experience

Apply for This Position

What We OfferCompensation & Benefits

• Salary: $45,000 - $58,000 base salary based on experience and qualifications
• Health Benefits: Full health, dental, and vision coverage starting after 90 days
• Time Off: Competitive vacation package to start, plus sick leave
• Statutory Holidays: All Alberta statutory holidays plus company closure between Christmas and New Year's

Additional Compensation

• Mileage Reimbursement: CRA rates for client site visits
• On-Call Compensation: Compensation when on rotation (approximately 1 week every 8-10 weeks) plus overtime pay for after-hours calls
• Work Phone: Company-provided phone if needed for work-related use
• Annual Reviews: Performance review and salary adjustment every 12 months based on performance

Professional Development

• Learning Time: Dedicated time for studying and skill development
• Certification Support: Support for relevant certifications
• Growth Opportunities: Clear path for advancement within the company

Work Environment

• Work Location: 4 days in-office (Monday-Thursday), 1 day remote (Friday). Flexibility for remote work during illness or personal circumstances. Office is located in downtown Calgary with easy LRT access.
• Parking: Company covers parking costs only when required for onsite client visits
• On-Call: Rotating after-hours on-call rotation (approximately 1 week every 8-10 weeks). You'll receive on-call compensation plus overtime pay for any actual calls. Typically no more than 2-3 calls per on-call week. Senior team members handle critical escalations.
• Equipment: Company-provided laptop, monitor, and tools for remote and office work
• Probationary Period: 3 months

Team & Growth Path

• Your Team: Join our technical support team working alongside senior technicians and reporting to the IT Services Manager
• Typical Workload: Support multiple business clients, handling 15-25 tickets daily
• Response SLAs: Most tickets resolved same-day or next business day (no unrealistic pressure)
• Growth Path: Clear progression to Senior Technical Support Analyst role (typical timeline: 2-3 years with demonstrated skill growth).

Job Types: Full-time, Permanent

Pay: $45,000.00-$58,000.00 per year

Benefits:

• Casual dress
• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Mileage reimbursement
• On-site gym
• Paid time off
• Vision care

Experience:

• IT: 2 years (preferred)

Language:

• English (required)

Location:

• Calgary, AB T2R 1L9 (required)

Work Location: Hybrid remote in Calgary, AB T2R 1L9