Job Description

Job Overview:

We are seeking an

Intermediate Technical Analyst

with

3+ years of MSP experience

who is a strong problem solver and comfortable working across a broad range of IT responsibilities. This role is ideal for a well-rounded technician who can balance

day-to-day ticket work, project delivery, and internal operational tasks

in a fast-paced managed services environment.

The successful candidate will have hands-on experience supporting diverse client environments, strong troubleshooting instincts, and the ability to adapt to new technologies and challenges. While networking knowledge is beneficial, this role places greater emphasis on

end-to-end IT support, systems administration, client service, and critical thinking

rather than specialization in any single technical domain.

Key Responsibilities:

Technical Support & Problem Resolution

Provide Tier 2/3 technical support for Windows desktop, server, and cloud environments. Diagnose and resolve a wide variety of technical issues through structured troubleshooting and root-cause analysis. Manage and work tickets through a PSA system, ensuring clear communication, proper prioritization, and accurate documentation. Support Active Directory, Microsoft 365, Google Workspace, Exchange, Azure, and more environments. Leverage RMM tools to proactively monitor systems, deploy patches, and automate routine tasks. Contribute to internal process improvements, tooling enhancements, and documentation standards.
MSP Operations & Client Support:

Work across multiple client environments with varying technologies, priorities, and business requirements. Act as an escalation point for complex issues beyond helpdesk-level support. Collaborate with team members, account managers, and leadership to deliver consistent client outcomes. Participate in an on-call rotation for critical incidents. Maintain clear, professional communication with clients during incidents, changes, and project work.
Project & Internal Work:

Assist with and lead small-to-medium client projects such as system upgrades, migrations, and deployments. Support internal IT initiatives, tooling rollouts, and operational improvements. Document environments, procedures, and project outcomes to improve long-term supportability.
Infrastructure, Security & Tooling:

General familiarity with networking concepts such as switches, firewalls, VPNs, VLANs, and wireless networking. Exposure to security tools and concepts including MFA, EDR, email security, identity management, and more. Experience with tools such as

Autotask, N-central, SentinelOne, DUO, Veeam, Proofpoint, and other Keseya products

is considered an significant asset.
Personal & Professional Skills

Strong analytical and problem-solving skills with a methodical troubleshooting approach. Ability to manage competing priorities in a high-volume MSP environment. Comfortable switching between reactive support, planned project work, and internal tasks. Strong written and verbal communication skills. Ability to work independently while also contributing effectively within a team. High attention to detail and commitment to documentation and process adherence.
Required Experience & Qualifications

Minimum 3 years of experience in an MSP or IT service provider environment (required).

Broad hands-on experience across desktop support, servers, cloud services, and endpoint management. Experience working with ticketing systems, RMM platforms, and security tools. Solid understanding of IT fundamentals, troubleshooting methodologies, and best practices.
Job Type: Full-time

Benefits

Casual dress Dental care Extended health care Vision care Life insurance Paid time off Food and drinks at the office Team lunches and parties Bonuses at the discretion of management
Work Location: In person

Calgary, AB T2P 3J4

Must reliably commute or plan to relocate before starting work

Job Type: Full-time

Pay: $50,000.00-$80,000.00 per year

Benefits:

Dental care Extended health care Life insurance
Ability to commute/relocate:

Calgary, AB T2P 3J4: reliably commute or plan to relocate before starting work (required)
Experience:

MSP: 3 years (required)
Work Location: In person