IT Support Analyst

**Role Overview**:
Umbrella I.T. Services is looking to hire a sharp, client-friendly IT Support Analyst who thrives on solving problems quickly, accurately, and with a positive attitude.

We are looking for someone that enjoys working with small businesses that have 5-50 end users.

The role will primarily focus on services such as:

- Providing Expert-Level Support to End Users
- Onboarding New Clients
- Migrating Clients to Microsoft 365 or Google Workspace
- Upgrading Server & Network Infrastructure
- Implementing Cybersecurity Controls Following Audits

**About us**:
Umbrella I.T. Services is a growing managed service provider that has been in business for 12+ years.

We help our clients leverage technology to meet their unique goals.

We focus on building and maintaining long-term relationships with our clients by providing them with pro-active, process-based I.T. services that they can rely on while developing their own organizations.

With a recent focus on growth, our CEO was seen at Kaseya Connect 2025 speaking about AI and Profitability, on CTV Morning Live in recent years, attended Forbes 30 Under 30 and aims to expand Umbrella I.T. Services operations without compromising quality of service for our clients.

We believe in empowering our team members with the skills, certifications and mindsets they need to succeed in the world as we grow the company together.

Everyone is given the freedom to develop personally and professionally.

**Description of Duties**:

- Log and prioritize incidents and service requests in the ticketing system, ensuring accurate documentation and timely resolution.
- Troubleshoot hardware, software, network, and system issues, following standard operating procedures and troubleshooting techniques.
- Escalate complex issues to higher-level support teams or vendors as necessary, ensuring timely resolution and client satisfaction.
- Fulfill service requests such as software installations, access provisioning, and equipment deployment, adhering to service level agreements (SLAs).
- Communicate effectively with clients to provide status updates on their reported issues or service requests, managing expectations regarding resolution times.
- Maintain knowledge base articles and documentation, updating them with resolution procedures and troubleshooting steps for common issues.
- Monitor systems and network infrastructure for potential issues or performance degradation, taking proactive measures to mitigate risks and ensure system stability.
- Collaborate with other IT teams and vendors to resolve complex issues and contribute to continuous improvement initiatives aimed at enhancing service delivery and client satisfaction.

**Skills and Requirements**:

- Valid Canadian Driver's License and a Vehicle
- Full-time Availability
- Managed Services Provider Experience
- Time and Project Management

**Personal Attributes**:

- **Analytical Thinking**: Ability to analyze complex problems, break them down into manageable components, and develop effective solutions.
- **Creativity**: Capacity to think innovatively and propose creative solutions to meet unique client requirements and challenges.
- **Excellent Communication**: Strong verbal and written communication skills to effectively convey technical concepts to both technical and non-technical audiences.
- **Client Focus**: Dedication to understanding client needs and delivering solutions that address their specific business objectives and challenges.
- **Collaboration**: Ability to work effectively in cross-functional teams, collaborating with colleagues, clients, and stakeholders to achieve common goals.
- **Adaptability**: Flexibility to adapt to changing project requirements, technologies, and environments.
- **Problem-Solving Skills**: Proficiency in identifying, analyzing, and solving technical problems efficiently and effectively.
- **Attention to Detail**: Thoroughness in documenting requirements, designing solutions, and ensuring accuracy in implementation to minimize errors and risks.
- **Time Management**: Strong organizational skills and the ability to prioritize tasks effectively to meet deadlines and deliver projects on time.
- **Continuous Learning**: Commitment to ongoing learning and professional development to stay updated on emerging technologies, industry trends, and best practices in the field.

**Experience with the following technologies is preferred but not required**:
**Cloud Services**
- Google Workspace
- Microsoft 365
- RMM Software
- PSA Software
- Off & On-Site Backup Solutions

**Devices**
- Windows 10/11
- MacOS

**Servers**
- Windows Server
- VMWare
- Hyper V
- Synology
- QNAP

**Networking**
- Cisco Meraki
- UniFi & Ubiquiti
- Fortinet

**VoIP**
- 3CX

**Application process**:
**Please provide your acclaim account information with your resume to ensure we can verify your certifications**

Pay: From $70,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health ca