Technical Deskside Support jobs

Job Summary

We are seeking an experienced and motivated IT professional to oversee the quality, reliability, and timely delivery of technical support across our organization. The successful candidate will be responsible for ensuring our employees have reliable, secure, and efficient technology systems, while providing technical leadership in troubleshooting, infrastructure management, and IT service delivery.This role requires a hands-on IT professional who can independently diagnose and resolve complex technical issues, manage and maintain our IT infrastructure, support business-critical applications, and take ownership of technical requests from initial assessment through successful resolution.The ideal candidate is customer-service oriented, organized, security-conscious, and capable of prioritizing competing demands while maintaining a high standard of technical service.Key ResponsibilitiesTechnical Support & Service Delivery

• Take ownership of IT service requests and incidents, ensuring timely communication, troubleshooting, escalation where appropriate, and resolution.
• Provide remote and on-site technical support to employees across multiple locations.
• Handle a broad range of help desk and end-user support issues, including hardware, software, connectivity, accounts, permissions, and application problems.
• Diagnose and resolve complex technical issues independently, escalating to vendors or external specialists when necessary.
• Prioritize support requests based on business impact, urgency, and operational requirements.
• Ensure users receive professional, timely, and consistent technical support.
• Maintain accurate documentation of incidents, solutions, configurations, and recurring issues.
• Identify recurring technical problems and recommend long-term solutions to reduce downtime and improve service delivery.

Microsoft Infrastructure & Cloud Services

• Administer and maintain a hybrid Microsoft Active Directory and Microsoft Entra ID environment.
• Manage Microsoft 365 services, including Exchange Online, Outlook, Teams, SharePoint, OneDrive, and related applications.
• Manage user accounts, access permissions, security groups, and authentication.
• Administer Group Policy and maintain appropriate workstation and domain configurations.
• Support Windows 11 workstations and Windows Server environments, including Windows Server 2016 and 2019.
• Assist with Microsoft updates, security patches, system maintenance, and troubleshooting.
• Maintain awareness of Microsoft platform changes, security recommendations, and emerging technologies relevant to the organization.

Endpoint Management & Mobile Devices

• Administer Microsoft Intune for workstation and mobile device management.
• Configure and maintain device enrollment, application deployment, security policies, compliance policies, and device restrictions.
• Support corporate Windows laptops, desktops, and mobile devices.
• Assist with device provisioning, deployment, replacement, reassignment, and secure retirement.
• Maintain consistent security and configuration standards across managed devices.

Network & Security Administration

• Administer and maintain WatchGuard firewall systems and associated network security configurations.
• Troubleshoot network connectivity, remote access, VPNs, and related infrastructure issues.
• Support secure connectivity between offices, users, and business systems.
• Maintain appropriate access controls, permissions, and security configurations.
• Assist with monitoring security alerts, investigating suspicious activity, and responding to potential security incidents.
• Follow established security practices for account management, endpoint protection, patching, and data access.

Backup, Recovery & Business Continuity

• Monitor and maintain backups for servers, workstations, and critical business systems, as applicable.
• Verify backup completion and investigate failures or inconsistencies.
• Maintain and document backup and recovery procedures.
• Assist with data restoration, disaster recovery, and business continuity planning.
• Perform or coordinate periodic recovery testing to verify that critical systems and data can be restored when needed.

Business Applications & Systems

• Provide technical support for Sage applications and related infrastructure. Previous experience supporting Sage is required.
• Troubleshoot application access, connectivity, performance, and configuration issues.
• Coordinate with software vendors and service providers to resolve application and infrastructure problems.
• Support Remote Desktop Manager (RDM) and remote access tools used to administer and access workstations and servers.
• Assist with system integrations, application upgrades, and changes affecting business operations.

Systems Maintenance & Administration

• Perform routine maintenance, updates, and troubleshooting across servers, workstations, and supporting infrastructure.
• Manage software installations, application updates, and approved Microsoft security patches.
• Monitor system health, storage, availability, and performance.
• Maintain technical documentation, network information, system configurations, and administrative procedures.
• Participate in IT projects, infrastructure improvements, equipment deployments, and technology upgrades.
• Work with management to identify risks, improve reliability, and recommend practical technical solutions.

Availability & Operational Support

• Be available outside regular business hours for urgent, business-critical IT incidents when required.
• Respond appropriately to significant outages, security incidents, and issues affecting business operations.
• Assist with planned maintenance and upgrades outside normal working hours when necessary.

Required Qualifications & Experience

• Demonstrated experience in IT support, systems administration, or a comparable technical role.
• Strong working knowledge of Windows 11 and Windows Server environments.
• Experience administering hybrid Active Directory and Microsoft Entra ID environments.
• Practical experience with Microsoft 365 administration, including Exchange Online, Outlook, Teams, SharePoint, and OneDrive.
• Experience with Microsoft Intune and endpoint management.
• Working knowledge of Group Policy and Windows administration.
• Experience managing or troubleshooting WatchGuard firewalls and network connectivity.
• Experience with backup systems, recovery procedures, and data protection.
• Experience with Remote Desktop Manager (RDM) or comparable remote administration tools.
• Previous experience supporting Sage applications is required.
• Strong troubleshooting, analytical, organizational, and documentation skills.
• Excellent customer service and communication skills.
• Ability to work independently, manage priorities, and take ownership of issues through resolution.
• Willingness to provide after-hours support for urgent operational issues.

Preferred Qualifications

• Experience supporting multiple office locations and a distributed workforce.
• Experience with Microsoft security tools, multifactor authentication, conditional access, and endpoint protection.
• Familiarity with IT security best practices, disaster recovery, and business continuity.
• Experience with IT asset management, software licensing, and technology lifecycle planning.
• Relevant Microsoft certifications or equivalent practical experience.
• Experience coordinating with external IT vendors and software support providers.

Employment Details

• Job Type: Full-time
• Work Location: [Calgary, On-site]

Pay: $45,300.00-$81,600.00 per year

Benefits:

• Dental care
• Extended health care
• On-site parking

Work Location: In person