IT Support Services

IT SUPPORT SERVICES (CONTRACT POSITION)About Juno Engineering CanadaFor over 40 years, Juno Engineering Canada has been at the forefront of delivering innovative, sustainable Electrical, Instrumentation and Controls engineering solutions across the energy and infrastructure sectors. Our people-driven approach-centered on collaboration, continuous improvement, and a commitment to excellence-ensures that every project not only meets but exceeds expectations. We are dedicated to building a diverse, inclusive environment where every team member is empowered to contribute to our collective success.Position OverviewJuno Engineering Canada is seeking a skilled IT Support Services Contractor to support, maintain, and enhance our IT infrastructure, cybersecurity posture, cloud services, and workstation environments in our office in downtown Calgary. This role is responsible for delivering high-quality technical support to internal users, managing critical systems, and ensuring secure and reliable IT operations. Key ResponsibilitiesIT Infrastructure Management & System AdministrationManage and maintain servers (on-premises and cloud), desktops, laptops, and network devices (switches, routers, access points, firewalls).Administer user accounts, permissions, policies, and group access.Support VPN configuration, connectivity, troubleshooting, and user provisioning.Coordinate printer support, configuration, deployment, and vendor liaison.Perform software and hardware upgrades across all endpoints and infrastructure.Install, relocate, and configure workstations at corporate office and remote locations as and when needed.Procure and deploy peripherals and replacement equipment.On-boarding & Off-boardingPrepare and configure accounts, licenses, hardware, and access for the new hires.Securely decommission accounts and devices during employee off-boarding.Service Desk SupportProcure an IT Support Services vendor who can provide Level 1, 2, and 3 support help desk on pay-as-you-go basis.Manage the IT Support Services vendor such that the incident response SLAs are adhered to in the most cost-effective manner:Low Priority - response within 8 business hoursMedium Priority - response within 4 business hoursHigh Priority - response within 30 minutes (critical impact)Maintain 99.9% uptime of critical systems excluding external factors outside of reasonable control.Network & Security ManagementMonitor and maintain security infrastructure including anti-virus, anti-malware, ransomware protection, and email filtering solutions.Conduct security patching, firmware updates, vulnerability assessments, and firewall administration.Support SOC functions including 24/7 digital threat monitoring and XDR solutions.Coordinate annual and bi-annual security audits and provide reporting.Deliver phishing and security awareness training to staff.Oversee ISP performance, outage liaison, and escalation.Manage password policy enforcement and user administration.Cloud ServicesManage Microsoft 365 services, including Exchange Online email, Microsoft Teams, SharePoint Online, and OneDrive for Business.Administer identity management, conditional access policies, device compliance, and Defender for Office 365.Support data governance, retention, and compliance configurations within the Security & Compliance Center.Backup & Disaster RecoveryManage daily, weekly, and monthly backup cycles with redundant storage locations.Conduct disaster recovery testing, documentation, and continuous improvement of recovery plans.Consulting, IT Strategy & ProjectsProvide IT strategic guidance, road-mapping, and technology life-cycle planning.Assist with regulatory or compliance requirements and reporting.Support budgeting forecasts for IT hardware, software, and licensing.Vendor management and procurement analysis.Deliver projects under a formal Statement of Work including scope, schedule, resources, change management, and reporting.Success AttributesYour success in this role will depend on your ability to:Demonstrate strong interpersonal skills with an emphasis on active listening, communication, and user rapport-building.Communicate technical concepts clearly to vendors and to internal stakeholders.Balance cost and service quality in IT support services.Adapt to evolving IT support service priorities of the organization.Commitment to representing the IT department professionally and positively in all business interactions.RequirementsEducation & CredentialsBachelors in IT or in Computer Science or Diploma in IT.Experience:Minimum 10 years of IT support experience, including 3 years in a leadership role.Prior experience in providing emergency support and in handling escalations Experience in working as a vendor liaisonExperience with user training and documentationExperience in execution and delivery of complex IT projectsExperience in working as a contractor/service provider role with minimal or no supervisionAdditional experience with server virtualization/cloud servers and in supporting engineering software tools is a plus.Location & TravelBased in downtown Calgary, Alberta Little to no travel is requiredContract Terms Part-time/casual contract role with flexible term (e.g., 6-12 months, potential renewal)Must be available for on-site support at our office in Calgary when requiredStandard business hours with emergency support for after-hours incidents as needed