Information Technology Support Analyst

Cyber Clan provides enterprise security and human response to small and midsize enterprises and channel partners through comprehensive risk assessment services, 24/7/365 managed detection and response services, and lightning‑fast breach response. Formerly known as Network Test Labs, Cyber Clan was established in Canada and began specializing in vulnerability assessments and penetration testing for the gaming industry. Over time the company has grown from three employees in 2006 to over 75 employees, serving clients in nine countries across Australia, Canada, the United Kingdom, and the United States as a leading Managed Services Provider.

Our mission is to make the online world a safer and more secure place by delivering sophisticated cybersecurity solutions in a highly personalized — and human — way.

IT Support Analyst

• Provide first‑level technical support for hardware, software, network, and peripheral issues.
• Deliver support to a geographically distributed workforce, including occasional after‑hours coverage.
• Handle incident and problem cases, manage tickets, troubleshoot, resolve, and properly log all support activities.
• Escalate complex technical issues to the IT Manager.
• Onboard and offboard employees, provisioning hardware, workstation setup, and shipping/receiving duties.
• Manage end‑user technology asset lifecycle: sourcing, provisioning, deployment, maintenance, and replacement.
• Maintain accurate documentation of IT assets, configurations, and support activities.
• Liaise with vendors, contractors, and platform providers (Microsoft, AWS, Google Cloud, etc.).
• Assist the IT Manager in internal IT assessments and audits, ensuring compliance with GDPR, SOC2, NIST, and other regulatory standards.
• Ensure network and server infrastructure is secure, operational, and protected from threats.
• Verify backup status and monitor storage capacity.
• Collaborate on the definition and growth of the IT Services Portfolio:
  Managed IT, Cloud Migrations, AD/Exchange Hardening, Secure Network Builds, and Virtual Infrastructure Rebuilds.
• Produce and analyze monthly IT service and support metrics, delivering actionable insights to improve performance and user experience.
• Support strategic and operational projects across IT and Service Delivery functions.
• Maintain and update the IT Service Catalog and processes.
• Enforce ITIL‑aligned operations and security best practices.
• Maintain secure and reliable internal IT operations for Cyber Clan employees.

• Post‑secondary education in Information Technology, Computer Science, or a related field.
• 1–3 years of experience in IT services, infrastructure delivery, or remediation roles.
• Ability to work independently and collaborate effectively within a team.
• Strong problem‑solving skills and the ability to diagnose and resolve issues quickly.
• Excellent communication skills when supporting non‑technical users.
• Strong time‑management skills and the ability to handle multiple requests simultaneously.
• High attention to detail.

• Windows Laptop Administration (Intune, RMM, and Endpoint Monitoring)
• Cloud Environments (M365, AWS, Azure)
• Virtual Network Architecture and Security

• Troubleshooting laptop systems with end users
• Remote management of Windows Intune
• Endpoint protection, patching, backup, and recovery platforms
• Effective communication, reporting, and client‑facing presentation capabilities
• Comfortable working under pressure in incident‑driven environments

• CISSP – Certified Information Systems Security Professional
• CompTIA Security+
• CompTIA Network+ or Cisco CCNA
• Microsoft Certified:
  Windows Server Hybrid Administrator Associate
• AWS Certified Solutions Architect – Associate
• ITIL Foundation (preferred)

• Technically strong and comfortable working hands‑on.
• Strong interpersonal and public speaking skills.

Cyber Clan is committed to equal pay for equal work in its compensation practices. The base salary range for this position in Canada is $60,000 – $70,000 CAD per year. Salary is determined by relevant experience, skills, certifications, and location. This is Canadian‑based employment; all employees must maintain legal entitlement to work in Canada. Applicants selected to move forward are subject to background checks, including but not limited to criminal record, credit, and reference checks.

• Full‑time

Hybrid, majority of time (80%) in office.

Prolonged periods of sitting at a desk and working on a computer; ability to move, transport, or position IT equipment weighing up to 10 pounds.