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:
Language:
Location:
- Calgary, AB T2R 1L9 (required)
Work Location: Hybrid remote in Calgary, AB T2R 1L9