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 maintenanceMonitor client systems using RMM tools and respond to alertsHelp manage user accounts and permissions in Active Directory and Azure ADSupport device deployments using MDM tools (with guidance from senior staff)Perform routine updates and patch management tasksLearning & Project Support (15% of your time)
Assist senior technicians with client projects (migrations, deployments, implementations)Shadow and learn from experienced team members on complex issuesParticipate in team training sessions and professional developmentHelp with vendor coordination and basic project tasksContribute to process improvements and team initiativesWhat This Role Is NOT
To set clear expectations, you will NOT be :
Leading projects or managing vendors independently (you'll assist senior staff)Conducting vulnerability assessments or implementing Zero Trust security (you'll support these initiatives)Managing VoIP migrations or phone number porting alone (you'll help senior technicians)The primary escalation point for complex issues (you'll escalated to senior team members)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 deviceNew 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 userPrinter not working at client site → walked through driver reinstallation over phone, scheduled in-person visit to check network cable12 : 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.
Here's what you'll actually be troubleshooting day-to-day :
Most Common (Daily)
Password resets and account unlocksEmail issues (can't send / receive, mailbox full, Outlook configuration)Microsoft 365 access and licensing issuesVPN connection problems for remote usersPrinter setup and troubleshootingFile permission and access issuesNew user onboarding (account creation, equipment setup)Hardware issues (laptop won't boot, monitor not working, peripherals)Network connectivity troubleshootingSoftware updates and patch issuesBasic server health monitoring and alertingOccasional (Monthly)
Assisting with client migrations (email, file shares, applications)Supporting vendor software installationsHelping with backup verification and restore testsDocumenting processes and creating knowledge base articlesParticipating in client onboarding projectsWhat You'll Learn To Do (With Senior Support)
Configure Group Policy objectsSet up conditional access policies in Azure ADDeploy applications through IntuneTroubleshoot VoIP phone issuesPerform basic network switch configurationImplement multi-factor authentication for usersTools & Technologies You'll Use
Core Platforms (Daily)
Microsoft 365 : Exchange Online, SharePoint, OneDrive, Teams - you'll become an expertWindows : Desktop (10 / 11) and Server (2016 / 2019 / 2022) environmentsActive Directory : User / group management, GPOs, security groupsAzure AD : Cloud identity, conditional access, device managementManagement Tools
RMM Platform : Remote monitoring and management for client infrastructureTicketing System : Professional PSA for tracking all support requestsRemote Support : Tools like TeamViewer, ScreenConnect, or similar for remote assistanceDocumentation : Knowledge base system for solutions and proceduresDevice Management
MDM Solutions : For managing macOS, iOS, and Android devicesImaging / Deployment : Automated provisioning for new workstationsAdditional Technologies
Backup Systems : Veeam, Datto, or similar backup verificationNetwork Equipment : Basic familiarity with switches, firewalls, and VPN appliancesVoIP Systems : Microsoft Teams Phone, SIP trunks, desk phone configurationSecurity Tools : Microsoft Defender, endpoint protection, email filteringDon'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 For
Required Qualifications
Experience : 2+ years in technical support, IT operations, or related fieldTechnical Foundation : Strong understanding of :Windows desktop and server environments
Active Directory user and group managementMicrosoft 365 administration (Exchange Online, SharePoint, Teams)Basic networking concepts (TCP / IP, DNS, DHCP, VPNs)Hardware and software troubleshootingRemote 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 automationCore Competencies
Problem-Solving : Excellent analytical skills with the ability to think creatively under pressureCommunication : Outstanding ability to explain complex technical concepts to non-technical stakeholdersCustomer Service : Genuine desire to help others succeed with a patient, professional demeanorSelf-Management : Strong time management and organizational skillsMobility : 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 fieldExperience with cloud platforms (Azure or AWS)Knowledge of MDM solutions (Microsoft Intune, Jamf Pro, or similar)Familiarity with VoIP systems or Microsoft Teams PhoneExperience with RMM platforms (ConnectWise, NinjaRMM, Datto, or similar)Basic scripting skills in PowerShell or PythonPrevious MSP (Managed Service Provider) experienceInterested in this role? Use the button below to submit your application.
Apply for This Position
What We Offer
Salary : $45,000 - $58,000 base salary based on experience and qualificationsHealth Benefits : Full health, dental, and vision coverage starting after 90 daysTime Off : Competitive vacation package to start, plus sick leaveStatutory Holidays : All Alberta statutory holidays plus company closure between Christmas and New Year'sAdditional Compensation
Mileage Reimbursement : CRA rates for client site visitsOn-Call Compensation : Compensation when on rotation (approximately 1 week every 8-10 weeks) plus overtime pay for after-hours callsWork Phone : Company-provided phone if needed for work-related useAnnual Reviews : Performance review and salary adjustment every 12 months based on performanceProfessional Development
Learning Time : Dedicated time for studying and skill developmentCertification Support : Support for relevant certificationsGrowth Opportunities : Clear path for advancement within the companyWork 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 visitsOn-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 workProbationary Period : 3 monthsTeam & Growth Path
Your Team : Join our technical support team working alongside senior technicians and reporting to the IT Services ManagerTypical Workload : Support multiple business clients, handling 15-25 tickets dailyResponse 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)How to Apply
Apply using the button above or below. When submitting your application, please include :
Resumeb>: Highlight your technical support experience and relevant technologies
Cover Letter : Tell us why you're interested in this role and what you hope to learn. We want to know what motivates you and what your career goals areTechnical Experience : Be specific about the platforms you've supported (Windows, Microsoft 365, Active Directory, etc.)We review applications on a rolling basis and will contact qualified candidates to proceed with the hiring process.
Application Deadline : Applications accepted on a rolling basis until June 30, 2026Ideal Start Date : Flexible—we'd prefer February or March 2026, but we're willing to work with the right candidate's timelineNumber of Positions : We're hiring 1 Technical Support Analyst for this roleWe understand you may need to provide notice to your current employer, and we're happy to accommodate reasonable start date requests for the right candidate.
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 .
Competitive vacation package and sick leave4 days in-office, 1 remote per weekCompany-provided work phone if neededParking covered for onsite client visitsLearning time and certification supportClear growth path to senior role in 2-3 yearsKey Skills
Windows Server Active Directory macOS administration iOS / iPadOS management Microsoft Intune Apple MDM (Jamf Pro / Mosyle) Office 365 Azure / AWS PowerShell VoIP / PBX systems SIP trunking Networking (TCP / IP, DNS, DHCP) Cybersecurity fundamentals
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