Technical Support

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.

• 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

• Assist with regular system health checks and preventive maintenance
• Monitor client systems using RMM tools and respond to alerts
• Help manage user accounts and permissions in Active Directory and Azure AD
• Support device deployments using MDM tools (with guidance from senior staff)
• Perform routine updates and patch management tasks

• Assist senior technicians with client projects (migrations, deployments, implementations)
• Shadow and learn from experienced team members on complex issues
• Participate in team training sessions and professional development
• Help with vendor coordination and basic project tasks
• Contribute to process improvements and team initiatives

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)

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 device
• New 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 user
• Printer not working at client site → walked through driver reinstallation over phone, scheduled in-person visit to check network cable

12:00pm - 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…