Senior IT Support Analyst

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take charge of escalated incidents and lead them to resolution.

• Analyze intricate, unclear, multi-system issues where solutions are not documented in any runbook.

• Initiate and manage problem records, addressing root causes instead of merely treating symptoms.

• Provide coaching and mentorship to frontline staff.

• Create runbooks that enhance first-line resolution capabilities.

• Ensure high-quality escalations by coaching back unprepared escalations and clearly packaging what is escalated.

• Transform observed trends into actionable automation proposals for the Architect.

• Implement changes in accordance with established customer standards, prioritizing safety and rollback options.

• Participate in the second-line on-call rotation.

• Adhere to a one-page development plan, engage in monthly discussions, conduct quarterly capability reviews, and allocate protected development time.

⛳️ Requirements

• Minimum of two years supporting Microsoft environments, preferably across multiple clients in a managed services context.

• Strong proficiency in Microsoft 365 administration, including Entra ID — managing groups, licensing, and authentication.

• Knowledge of Windows Server and Active Directory: including DNS, DHCP, Group Policy, and file services.

• Experience in endpoint management using Intune: policy creation, compliance, and application deployment.

• Practical understanding of security measures: MFA, Conditional Access, and the Microsoft Defender suite.

• Networking skills adequate to troubleshoot routing, VLANs, VPNs, and firewall behavior.

• Familiarity with Cisco Meraki and Barracuda technologies.

• Exposure to Azure services: virtual machines, networking, and backup solutions.

• Structured diagnostic skills with the ability to formulate and test hypotheses.

• Ability to navigate ambiguity and tackle undocumented problems.

• Strong pattern recognition abilities.

• Coaching aptitude.

• Sound risk judgment: knowing when to halt, escalate, or decline further action.

• Willingness to participate in the second-line on-call rotation.

🏝️ Benefits

• Customized benefits package including health, vision, dental, and paramedical coverage.

• Flexible work arrangements regarding how, when, and where you work within a 4.5-day workweek.

• Generous vacation policy exceeding standard offerings.

• Focus windows designed to facilitate deep, uninterrupted work.

• Extensive exposure to technology through client projects and lab environments.

• Funded lifelong learning opportunities including an immersive education platform, vendor training, and soft-skills enhancement.

• Wellness support featuring access to an employee wellness platform and a wellness allowance.

• Established career framework with development plans, capability bands, and allocated development time.

• A platform for voicing input on the company’s strategic direction, backed by leadership committed to your best interests.

• Support for obtaining certifications, with funding provided.