Support Analyst - Fort Frances

EVERY WEEKEND IS A LONG WEEKEND

FSET Inc. is an ISO 27001:2022 certified Managed Services Provider based in Northwestern Ontario, serving law enforcement, healthcare, and municipal clients across Canada since 1999. We specialize in delivering secure, reliable technology solutions including our patented Connected Officer Program, cybersecurity services, and cloud infrastructure. With a 30‑person team and 100% Canadian‑based support, FSET is committed to excellence in service delivery and employee development.

We are seeking a client‑focused IT Support Analyst to join our Managed Services team in Fort Frances, Ontario. This is a permanent full‑time hybrid position offering the flexibility of working from home while providing onsite technical support to clients throughout our community and regional service area. The ideal candidate possesses excellent communication skills, strong technical capabilities, and a professional demeanour, as you will be the face of FSET when supporting our valued clients.

This role is perfect for Service Desk professionals (2+ years experience) looking to advance their IT career with a company that values work‑life balance, professional development, and long‑term growth. Under the supervision of the Service Desk Manager, you will be instrumental in delivering exceptional technical support and maintaining the high standards our clients expect.

This hybrid position requires you to be based in Fort Frances, Ontario, with the flexibility to work from home when not required onsite. You will regularly visit client locations throughout Fort Frances and travel within the region to support FSET clients as needed. A valid Class G driver’s license and reliable transportation are essential for this role.

• Provide technical support to end users both onsite at client locations and remotely, including desktops, laptops, VOIP phone systems, applications, and network devices
• Travel to client sites in Fort Frances and throughout the regional service area to deliver hands‑on technical support and project implementation
• Manage service support requests in accordance with Service Level Agreements (SLAs) and maintain excellent client communication throughout the resolution process
• Monitor, update, and maintain accurate documentation in the service ticketing system for all assigned tickets, locations, and projects
• Prepare and provide support documentation, user guides, and training sessions for end users and groups as needed
• Promote and strictly adhere to FSET information security policies, standards, and procedures in all client interactions
• Represent FSET professionally during all client engagements, maintaining a courteous, tactful, and service‑oriented approach
• Collaborate effectively with the Managed Services team to ensure consistent, high‑quality service delivery
• Perform other related duties as assigned to support business objectives and client needs
• Strive for excellence in customer service in alignment with FSET values and expectations

• Graduate of a Certified IT/Technical Training Program and/or equivalent work experience
• Minimum 2+ years of experience in a similar IT support role, preferably in a Managed Services or Help Desk environment
• Thorough knowledge of Microsoft 365 Administration and Configuration
• Extensive knowledge of PC configuration and Microsoft networking environments
• Excellent working knowledge of Office 365 suite of applications
• Strong understanding of WAN solutions and communications infrastructure
• Extensive knowledge of the TCP/IP suite of network protocols
• Valid Class G driver’s license with a clean driving record
• Must reside in or be willing to relocate to Fort Frances, Ontario
• Bondable with a clear criminal record check and ability to obtain enhanced reliability security clearance
• Must be eligible to work in Canada
• Native/fluent English language skills (written and verbal);
  French is an asset but not required

• Experience with remote support tools and ticketing systems
• Ability to troubleshoot complex technical issues independently
• Knowledge…