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, Linux, and cloud environments
Troubleshoot hardware, software, and network connectivity issues
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

Project Leadership

Lead and participate in technology implementation projects, from planning through execution
Coordinate with vendors and third-party providers
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

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
- Linux systems (Ubuntu, CentOS, Red Hat)
- Microsoft 365 advanced administration and configuration
- Azure and AWS cloud platforms
- Networking concepts (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls)
- PowerShell scripting and automation tools
- iOS, iPadOS, and Android device management
- RMM platforms (ConnectWise, NinjaRMM, Datto RMM, Kaseya, N-able, etc.)
- Enterprise endpoint security and protection platforms
- VoIP and unified communications systems
- 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

Nice to Have

Industry certifications (CompTIA A+, Network+, Security+, Microsoft, or similar)
Bachelor's degree in Computer Science, Information Technology, or equivalent experience
Experience with:
- VMware or Hyper-V virtualization
- Backup and disaster recovery solutions
- Mobile Device Management (Jamf Pro, Microsoft Intune, etc.)
- Conditional Access Policies and Zero Trust architecture
- IT service management (ITSM) tools
- Experience using AI/LLM tools for script development and automation
- Microsoft Copilot for Microsoft 365
- Advanced Azure AD and cloud identity management
- Experience across diverse cloud application ecosystems
- Modern cybersecurity frameworks and threat detection

Interested in this role? Don't wait – start your application now and join our team of technology professionals.

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.

What We Offer

Compensation & Benefits

Salary: $55,000 - $70,000 base salary based on experience
Health Benefits: Full health, dental, and vision coverage starting day one
Time Off: 2 weeks vacation to start, plus sick leave

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: Primarily in-office (downtown Calgary) with remote flexibility
On-Call: Rotating after-hours on-call (1 week per month) - typically receives limited calls
Equipment: Company-provided tools and equipment for remote and office work
Location: Modern downtown Calgary office with easy transit access

Perks & Culture

Team Events: Regular team lunches, activities, and celebrations
Professional Growth: Regular performance reviews and skill development
Project Involvement: Opportunities to contribute to internal projects and initiatives

Our Ideal Candidate

You're not just technically skilled – you're passionate about technology and genuinely enjoy helping others succeed. You thrive in dynamic environments, love learning new things, and take pride in delivering exceptional service. You're the person friends and family call for tech advice, and you light up when talking about the latest innovations in IT.

You understand that technology is a tool to enable business success, and you're committed to finding the best solutions for each unique situation. You're patient with users of all technical levels, persistent in solving problems, and proactive in preventing issues before they occur.

Ready to Join Us?

If you're excited about this opportunity and meet most of our requirements (even if not all), we want to hear from you! We believe in potential and are committed to helping the right person grow into this role.

At Lumen IT, you're not just another employee – you're a valued member of our team with the opportunity to make a real difference in how Calgary businesses leverage technology for success.

Ready to take the next step? Use the Apply Now button at the top or bottom of this page to submit your application and start your journey with our team.

Lumen IT is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all qualified candidates and will accommodate disabilities in accordance with the Alberta Human Rights Act. If you require accommodation during the application or interview process, please contact us at careers@lumenit.ca.

Technical Support Analyst