Technical Support Analyst

Technical Support Analyst

Job Type: Permanent, Full-Time

Salary: $70,000 - $75,000

Location: Kenora, Ontario | Office-based with regular regional client-site travel

Your New Company

Our client is a growing Canadian technology services organization providing managed IT, cybersecurity and technology solutions to clients across Northwestern Ontario. Supporting organizations in regulated and community-focused environments, the company is committed to responsive service, strong information-security practices and building trusted, long-term client relationships.

The organization offers a collaborative working environment where employees receive hands-on training, certification support and opportunities to develop their technical skills while making a visible impact within the communities they support.

Your New Role

As the Technical Support Analyst, you will be the first point of contact for clients requiring technical assistance. Working from the Kenora head office and regularly visiting client sites throughout Kenora and the surrounding region, you will support end users, troubleshoot connectivity issues and take ownership of service tickets from intake through resolution or escalation.

You will often be the primary technical representative onsite. Success in this role requires a combination of technical troubleshooting, clear communication, careful documentation and professional client service.

The role supports users operating within client Microsoft 365 environments. It does not own tenant-level administration. You will resolve user and device issues within your scope and route configuration, licensing, Conditional Access and security-policy changes to the appropriate administrator.

What You Need to Do

• Receive, triage and diagnose support requests by phone, email, service portal and in person.
• Resolve incidents within established service levels or escalate them with a complete diagnosis and supporting evidence.
• Support desktops, laptops, Windows devices, mobile devices, printers, VoIP handsets and business applications.
• Keep clients informed throughout the support process and maintain accurate, current ticket notes.
• Troubleshoot Microsoft 365 user issues involving:
• Sign-in and multifactor authentication
• Outlook and mailbox access
• Microsoft Teams
• OneDrive and SharePoint access
• Microsoft Office applications
• Set up and support Windows devices enrolled through Microsoft Autopilot and Intune.
• Diagnose Autopilot enrolment and Intune compliance failures before escalating them to the appropriate administrator.
• Route tenant-level changes involving licensing, configuration, Conditional Access or security policy to the responsible administration team.
• Own internet and connectivity faults until they are resolved or handed over with a complete technical diagnosis.
• Troubleshoot physical connectivity, including cabling, patch panels, switch ports, link lights, power and equipment status.
• Verify IP addresses, subnet masks, default gateways, DNS servers and DHCP assignment.
• Use tools such as ipconfig, ping, tracert, pathping, nslookup and arp to isolate DNS, routing and connectivity issues.
• Test internet service at provider equipment and safely bypass site equipment when appropriate.
• Record provider status lights, speed, latency and packet-loss results with timestamps.
• Open and manage carrier tickets with providers such as Shaw, Tbaytel and Starlink, supplying the relevant account, circuit and test evidence.
• Perform approved first-line remediation, including power-cycling equipment, replacing patch cables and correcting device-level network settings.
• Escalate faults requiring firewall, router, switch or wireless-controller configuration changes.
• Travel to client sites for technical support and project implementation, primarily within Kenora and the surrounding region.
• Plan site visits by confirming parts, tools, access requirements and client contacts before travelling.
• Respect the protocols and ways of working of each community while representing the organization professionally.
• Document tickets, client environments, site contacts, network layouts and provider information in the organization’s service-management and IT-documentation platforms.
• Follow all information-security policies, standards and procedures in support of the organization’s ISO 27001:2022-certified environment.

What You’ll Need to Succeed

• 2+ years of IT support experience within a managed service provider or multi-client environment.
• Demonstrated experience owning service tickets from intake through resolution or escalation.
• Previous experience providing onsite technical support at client locations.
• Experience troubleshooting connectivity issues and working directly with internet service providers through resolution.
• CompTIA A+ and Network+ certifications, or equivalent demonstrated hands-on experience.
• Microsoft 365 Certified: Endpoint Administrator Associate, MD-102, or equivalent practical experience with Microsoft Intune and Autopilot.
• A two-year college diploma in computer systems, networking, IT support or a related discipline, or equivalent professional experience.
• Practical knowledge of:
• IPv4 addressing and subnet masks from /24 to /30
• Default gateways, private and public IP addresses, and NAT
• DHCP leases and common DHCP failures, including 169.254.x.x addressing
• DNS resolution, A records, CNAME records and MX records
• Internal versus public DNS
• WAN connectivity, provider demarcation points, modems and fibre terminals
• Fixed wireless and satellite internet services
• Latency, throughput and packet loss
• Ability to use common diagnostic tools, including ipconfig, ping, tracert, pathping, nslookup, arp, cable testers and internet speed tests.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to end users and document troubleshooting comprehensively.
• A client-first approach and the ability to work independently while representing the organization onsite.
• A valid Ontario Class G driver’s licence or equivalent, reliable transportation and the ability to stay overnight when regional travel requires it.
• Residence in Kenora or a commitment to relocate before the start date.
• Ability to work from the Kenora office and travel regularly to client locations.
• Ability to complete a clear criminal record check and any security screening required by law-enforcement clients.
• Ability to kneel, bend and work safely in areas with restricted or limited movement.
• Availability for occasional evening, weekend or statutory-holiday work when client needs require it. Time in lieu will be provided where extended hours are warranted.

What You’ll Get in Return

You will join a collaborative technology services team where you can build practical experience across Microsoft 365, Intune, Autopilot, end-user support, networking, VoIP and regional client environments.

This is an opportunity to take genuine ownership of client issues, strengthen your technical troubleshooting capabilities and become a trusted onsite technology partner for organizations throughout Kenora and Northwestern Ontario.

What You Need to Do Now

If you’re interested in this role, click“Apply Now” to forward an up-to-date copy of your CV, or contact us directly.

If this opportunity isn’t quite right for you, but you are considering a new position, please contact us for a confidential discussion about your career.

This posting is for an existing vacancy with the organization.

AI may be used to screen, assess or select applicants for the position.