IT Support Specialist (Calgary, AB)

• Provide technical support for IT products, business applications, operating systems, and network services.
• Receive and triage help requests, troubleshoot user issues, escalate tickets when required, and document resolutions.
• Use software updates, drivers, knowledge bases, and FAQs to support timely problem resolution.
• Identify opportunities to improve support processes and increase effective use of IT products.
• Support SharePoint, OneDrive, and access control services.

• Develop and implement technical solutions under general supervision.
• Install, configure, and maintain computers, peripherals, and network-connected devices.
• Deploy and configure on-premises and cloud-based networks.
• Install, test, and configure firmware and software updates for core infrastructure systems.
• Support cellular devices, VoIP phone systems, satellite internet, and AV/VC services across multiple locations.

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• Valid driver’s license.

• Minimum of 8 years of experience in IT operations and infrastructure deployment.
• Experience supporting systems for remote work sites.
• Experience with core IT infrastructure, including storage, servers, networking, virtualization, cloud services.
• Experience applying cybersecurity best practices, frameworks, and standards, with required experience in EDR/XDR and MDR solutions.
• Hands-on experience with Microsoft enterprise solutions, Microsoft 365 administration, and cloud platforms such as Microsoft Azure.
• Experience with Dell, Lenovo, Ubiquiti and Fortinet products.
• Required experience with Microsoft Entra ID, Active Directory, Intune, SharePoint, Microsoft Teams, and Microsoft 365 services.
• Required experience with password management and remote management tools.
• Required experience with VMware, Hyper-V, VDI, and mobile device management.
• Required experience with Veeam Backup or related backup services.
• Required experience with disaster recovery planning and business continuity.

• Advanced knowledge of operating systems, business applications, printing systems, and network systems.
• Strong hardware skills, including building, diagnosing, and upgrading enterprise server and network hardware.
• Intermediate knowledge of major operating systems, Microsoft networking environments, and network infrastructure configuration and maintenance.
• Working knowledge of wired and wireless networking, SAN solutions, local and remote backup technologies, and PowerShell or Microsoft Graph scripting.
• Demonstrated ability to deliver exceptional customer service.
• Ability to manage multiple priorities, adapt quickly to change, and communicate clearly with strong analytical and organizational skills.
• Use of IT Service Management solutions for ticket handling preferable ServiceNow.

Department: Information Technology
This is a permanent position