Support Analyst - Red Lake

FSET Inc is an ISO 27001:2022 certified Managed Services Provider headquartered in Kenora, serving law enforcement, healthcare, municipal and First Nations clients across Canada since 1999. Our work includes the patented Connected Officer Program, cybersecurity services and cloud infrastructure, delivered by a team of more than 30 people, all based in Canada.

We are hiring a Support Analyst to live and work in Red Lake, Ontario. This is a permanent, full-time, home-based position. You work from home and go onsite to FSET clients in Red Lake and neighbouring communities, including Pikangikum First Nation, where we support a number of community organizations.

You are often the only FSET person on site, which makes network troubleshooting central to the job. When a site loses connectivity, you work the fault from the cable to the carrier: confirm the link, check addressing, DNS and the gateway, test at the internet connection, and establish whether the problem sits on the client’s network or with the provider. If it is the provider’s, you open the carrier ticket, supply the evidence and see it through.

You own the fault until it is resolved or handed on with a complete diagnosis.

Given who our clients are, you will work to a high standard of security and documentation, and we train and support you to meet it.

You work from a home office in Red Lake with a private workspace and a reliable internet connection. Road travel to clients around Red Lake is a regular part of the week. Pikangikum is reached by air year‑round, by winter road from January to March and by boat in the warmer months, and some visits include an overnight stay. A valid driver’s licence and reliable transportation are essential.

• Take client requests by phone, email, portal and onsite; triage, diagnose, and resolve or elevate within service levels
• Troubleshoot network faults end to end: cabling and switch ports, Wi‑Fi, DHCP, DNS, VLANs, VPN clients and the internet connection, and manage carrier tickets with test evidence through to resolution
• Administer Microsoft 365 for managed clients: user lifecycle, licensing, Exchange Online, Entra  Intune
• Deploy and support Windows devices with Autopilot and Intune, along with mobile devices, printers, VoIP handsets and network equipment
• Keep documentation current for every ticket, client and site you work on
• Follow FSET information security policies and procedures without exception

• 2+ years of IT support at an MSP or in a multi‑client environment, including hands‑on administration of Microsoft 365, Entra  Intune
• Hands‑on TCP/IP troubleshooting: you read ipconfig, ping, tracert and nslookup output with ease, understand DHCP, DNS, subnetting, NAT and VLANs, and can isolate a fault to the local network or the internet provider
• Live in or relocate to Red Lake, hold a valid full driver’s licence, and travel regionally by road, air and water
• Fluent professional English, written and verbal, a clear criminal record check, and eligibility for the security screening our law enforcement clients require

• Microsoft 365 Certified:
  Endpoint Administrator Associate (MD‑102) or Microsoft Certified:
  Identity and Access Administrator Associate (SC‑300)
• CompTIA Network+ or Security+, or ITIL Foundation
• Experience supporting business VoIP or UCaaS
• Experience supporting government or other regulated sectors
• Experience working with First Nations communities and organizations
• RMM or PSA platform migration experience
• French

• You explain technical problems in plain language to people who are not technical
• You work reliably on your own, with sound judgement about when…