Senior Information Technology Analyst

10 hours ago

Calgary, Canada SmartLayer Business Solutions Full time

OverviewSmartLayer Business Solutions (www.smartlayer.ca) is an independently-run computing and technology consulting company, which provides customized and high-quality services. We bring advanced technology solutions to small-to-medium sized enterprises. We offer IT consulting, managed services, asset management, system design and installation, custom software and web development services, and training and user support services.Job DescriptionWe’re hiring a Senior IT Analyst who can own complex escalations, lead projects end-to-end, and raise the bar across standards, documentation, and operational quality. This is a hands-on role with real ownership.ResponsibilitiesOwn and resolve complex L3 escalations across Microsoft 365, Windows Server/AD, networking, virtualization, and endpoint management.Lead small-to-mid projects end-to-end: scoping, planning, execution, validation, documentation, and handover.Perform root cause analysis and implement durable fixes (automation, standardization, preventative controls).Set technical standards and improve service delivery: runbooks, templates, KB articles, change-control discipline, quality checks.Mentor and support L1/L2 team members; help improve troubleshooting maturity and client communication.Collaborate with offshore teams to delegate tasks effectively, verify quality, and ensure outcomes match expectations.Communicate clearly with clients: set expectations, provide updates, document decisions, and advise on best practices.Participate in on-call / after-hours work as required to meet client demands.QualificationsPost-secondary education in IT (or equivalent experience) with 5-7 years progressive experience in IT support/systems.Proven ability to handle escalations independently and lead technical delivery without hand-holding.Strong knowledge of:Microsoft 365 / Entra ID (identity, MFA, conditional access concepts, tenant administration)Windows Server + Active Directory (GPO, DNS/DHCP fundamentals, file services)Networking fundamentals (TCP/IP, VLANs, VPN, routing, troubleshooting)Firewalls / security appliances (PaloAlto, Fortinet, Sophos or equivalent) including VPN troubleshooting and basic policy/NAT conceptsVirtualization (VMware and/or Hyper-V concepts, troubleshooting, best practices)Backup & recovery concepts and tooling (e.g., Veeam; backup validation, restore testing, basic DR principles)Email flow & security concepts (mail routing, SPF/DKIM/DMARC awareness, troubleshooting)Strong documentation, communication, and stakeholder management skills.Valid Class 5 driver’s license (client-site visits required)Nice-to-have (strong assets):Intune / endpoint management, AutopilotPowerShell scripting and automationBackup/DR design (immutable backups, offsite replication, recovery testing, RPO/RTO planning)Security tooling exposure (EDR, SIEM basics, hardening baselines)Experience scoping work and supporting pre-sales technicallyWhat we valueHigh ownership, calm under pressure, strong judgement, and a consistent focus on doing things properly. #J-18808-Ljbffr

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