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 established in Canada and specializing in vulnerability assessments and penetration testing in the gaming industry, Cyber Clan has grown from three employees in 2006 in one market to over 75 employees with clients in nine countries and offices in the Australia, Canada, United Kingdom, and 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.

Cyber Clan is hiring an IT Support Analyst who will be responsible for supporting Cyber Clan’s global internal operations and Information Technology Services (IT) unit. This execution-focused professional provides first-line technical support while actively contributing to critical project-based initiatives, including secure network builds, cloud migrations, and virtual infrastructure optimization across a hybrid, international team. With a security-first mindset and exceptional troubleshooting skills, the ideal candidate ensures that internal endpoint, server, and network environments remain secure, resilient, and fully operational.

By delivering superior customer service, maintaining meticulous documentation, and enforcing ITIL-aligned best practices, this role ensures all IT workflows and systems are highly optimized and compliant.

The successful candidate will work closely with Internal IT, Risk & Compliance Manager. The ideal candidate will have an energetic, can-do attitude and be comfortable working in a metrics-driven environment, delivering results and supporting team members.

Key Responsibilities:

• Provide 1st level technical support for hardware, software, network, and peripheral issues.
• Deliver technical support to a geographically distributed workforce, providing occasional after-hours coverage to support global business operations.
• Support tasks for this position can include incident handling, problem identification, ticket management (logging and tracking), troubleshooting, resolution, hardware and software support, incident, and problem escalation.
• Escalate complex technical issues to IT Manager when required.
• Onboarding and offboarding of employees, with full hardware provisioning, workstation setup and shipping and receiving.
• Manage the lifecycle of end-user technology assets, including sourcing, provisioning, deployment, maintenance, and replacement of hardware and peripherals.
• 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 with conducting internal IT assessments and audits, ensuring compliance with regulatory standards (GDPR, SOC2, NIST, etc.).
• Ensure network and server infrastructure is fully operational, secure, and protected from threats.
• Verify data backup status and monitor storage capacity.
• Working with the IT Manager, define and grow the IT Services Portfolio, including 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 operational performance and user experience.
• Support strategic and operational projects across IT and Service Delivery functions, ensuring successful execution of departmental objectives and business initiatives.
• Maintain and update the IT Service Catalog and processes.
• Enforce ITIL-aligned operations and security best practices.
• Maintain internal IT operations to maintain secure and reliable systems for Cyber Clan employees.

Required Skills & Qualifications:

• 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…