IT​/Tech, IT Support, HelpDesk​/Support

Position Overview

We’re looking for an enthusiastic L1 Support Hero to join our Service Delivery team as the first line of defense for IT support. As a key member of our front‑line team, you’ll handle incoming support requests, troubleshoot user issues, and escalate more complex problems to the L2 team when necessary. Your goal is to deliver fast, friendly, and effective technical support that leaves our customers feeling cared for and confident in our service.

Total Compensation Range: $40,000 – $60,000 per year. This range reflects total compensation, including base salary, performance incentives, benefits, and other rewards. Final offers are based on experience, technical ability, and certifications.

• Serve as the first point of contact for clients via phone, email, or ticketing system, ensuring all requests are logged accurately.
• Troubleshoot and resolve common technical issues related to hardware, software, networks, and cloud services.
• Escalate unresolved incidents to the L2 Support Team with clear documentation and communication.
• Maintain excellent customer communication, ensuring users are informed of progress and resolution status.
• Follow established troubleshooting workflows and company best practices.
• Document all interactions, steps, and resolutions in HaloPSA with attention to detail.
• Assist in maintaining and improving the knowledge base and internal documentation.
• Collaborate closely with other IT support teams to ensure smooth service delivery.
• Stay current with new technologies, IT tools, and industry best practices to continually improve service quality.

• 1+ years of experience in IT support, help desk, or customer service role within a technical environment.
• Basic understanding of Windows, macOS, Office 365, Active Directory, and networking fundamentals.
• Strong troubleshooting and problem‑solving skills.
• Excellent communication and customer service abilities with a professional, positive attitude.
• Ability to multitask, prioritize, and stay organized in a quick‑paced environment.
• Experience using HaloPSA, N‑able, or similar RMM/ITSM tools is an asset.
• A passion for technology and learning – eager to grow and advance within the team.
• Certifications such as CompTIA A+, ITIL, or Microsoft 365 are an asset but not required.

• Microsoft 365
• Azure AD (Entra )
• Intune
• N‑able
• HaloPSA
• Datto
• ESET
• Cisco Meraki
• Sophos

• Total compensation package between $40,000 – $60,000, including base pay, benefits, and performance-based incentives.
• Comprehensive benefits package including health and dental coverage, and paid training/certifications.
• Collaborative, on‑site work environment with a supportive and friendly team.
• Opportunities for career growth, with mentorship from senior technicians and explicit advancement paths.
• Fun, inclusive workplace culture focused on teamwork and continuous improvement.
• The opportunity to work with modern technology in a growing, innovative MSP environment.

Full‑time, Monday through Friday, on‑site at our Calgary office. Occasional evening or weekend work may be required for critical support or project‑related tasks.

We value a diverse and inclusive workplace. If you require accommodation during the hiring process, please let us know and we’ll ensure reasonable arrangements are made.