WHAT WE’RE LOOKING FOR

Required Qualifications

• Experience: 2+ years in technical support, IT operations, or related field
• Technical Knowledge: Strong understanding of:
• Windows Server (2016/2019/2022) and Active Directory administration
• macOS administration and support
• iOS/iPadOS administration and troubleshooting
• Linux systems (Ubuntu, CentOS, Red Hat)
• Microsoft 365 advanced administration and configuration
• Azure Virtual Desktop (AVD) and Windows 365 Cloud PC deployment
• Microsoft Intune for Windows device management and policy deployment
• Apple MDM solutions (Jamf Pro, Mosyle, or similar) for Mac/iOS/iPadOS management
• Android Enterprise and Android device administration
• Azure and AWS cloud platforms
• Networking concepts (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls)
• Scripting and automation (PowerShell, Python, Bash)
• VoIP and unified communications:
• SIP trunking configuration and troubleshooting
• PBX systems (cloud-based and on-premises)
• Microsoft Teams Phone System
• VoIP QoS optimization and network requirements
• Call routing, IVR, and auto-attendant configuration
• Remote access solutions (TeamViewer, ScreenConnect, LogMeIn, AnyDesk)
• RMM platforms (ConnectWise, NinjaRMM, Datto RMM, Kaseya, N-able, etc.)
• Enterprise security platforms (Microsoft Defender suite, endpoint protection, SIEM solutions)
• Patch management systems (WSUS, ConfigMgr, third-party solutions)
• Network monitoring tools (PRTG, SolarWinds, Auvik, or similar)
• Cybersecurity principles and best practices

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: Valid driver’s license and reliable vehicle for client site visits in Calgary area

ABOUT THIS ROLE

We are seeking an exceptional Technical Support Analyst to join our growing team at Lumen IT, Calgary’s premier managed IT services provider. This is a unique opportunity to work with cutting-edge technology while making a real impact on businesses across Calgary and the surrounding areas.
As a Technical Support Analyst, you will provide Tier 2 and Tier 3 support in a role that combines deep technical expertise with exceptional client service. This is primarily an in-office position based in downtown Calgary, with flexibility for remote work. You’ll be the escalation point for complex issues, working with a diverse range of technologies from cloud infrastructure to cybersecurity systems, while building meaningful relationships with our clients.

WHAT YOU’LL DO

Client Excellence

• Deliver world-class technical support to our diverse client base, ranging from innovative startups to established enterprises
• Build and maintain strong relationships with client stakeholders
• Proactively identify opportunities to improve client satisfaction and system performance

Technical Problem Solving

• Diagnose and resolve complex technical issues across multiple platforms including Windows, macOS, iOS, iPadOS, Linux, and cloud environments
• Troubleshoot hardware, software, and network connectivity issues across desktop and mobile devices
• Document solutions and contribute to our knowledge base

System Management

• Monitor, maintain, and optimize client IT infrastructure including servers, networks, and security systems
• Perform regular system health checks and preventive maintenance
• Manage user accounts, permissions, and access controls across Active Directory, Azure AD, and Apple Business Manager
• Deploy and manage devices through Microsoft Intune (Windows) and Jamf Pro or similar MDM solutions (macOS/iOS/iPadOS)

Project Leadership

• Lead and participate in technology implementation projects, from planning through execution
• Coordinate with vendors and third-party providers including telecom carriers for VoIP implementations
• Manage VoIP system migrations and phone number porting
• Ensure projects are delivered on time and within scope

Security & Compliance

• Implement and maintain security best practices
• Conduct vulnerability assessments and respond to security incidents
• Ensure client systems meet compliance requirements including Canadian privacy regulations (PIPEDA/PIPA)
• Implement Zero Trust security models including MFA deployment, conditional access policies, and privileged access management

INTERESTED IN THIS ROLE?

Don’t wait – start your application now and join our team of technology professionals.
Apply for This Position

WHY THIS ROLE IS SPECIAL

Impact
Your work directly contributes to the success of Calgary businesses. You’ll see the tangible results of your efforts as clients grow and thrive with your technical support.
Variety
Every day brings new challenges and technologies to master. From cloud migrations to security implementations, you’ll never stop learning and growing.
Innovation
Work with the latest technologies and help shape our technical strategy. We encourage creative problem-solving and value fresh perspectives.
Culture
Join a team that values collaboration, continuous learning, and work-life balance. We celebrate successes together and support each other through challenges.
Recognition
Your contributions are noticed, celebrated, and rewarded. We have clear paths for advancement and regularly promote from within.