Hybrid IT Support Analyst — MSP | Client-Focused Tech

Sunco Communication and Installation; Vancouver; Hybrid; CAD 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work environment

Paid vacation time

Health, dental, disability and life

Close-knit, supportive team

Job summary

Sunco Communication and Installation is seeking an IT Support Analyst to join a high-performing MSP team in Canada. The role blends day-to-day ticket support with ongoing IT projects, providing hands-on technical assistance to a diverse client base.

You will balance ownership of issues with proactive system improvements, uphold SLA expectations, and participate in on-call rotations. A security-first mindset and strong communication are essential.

Qualifications

• 2–3 years of IT support or help desk experience.
• Experience with Windows 11 and end-user computing.
• Proficiency with Microsoft 365 services.
• Knowledge of cloud infrastructure and server environments.
• Foundational networking knowledge: TCP/IP, DNS, DHCP, VPN.
• Familiarity with EDR and endpoint protection tools (e.g., SentinelOne).
• Experience with PSA/RMM platforms is an asset.
• Strong communication and customer-focused approach.

Responsibilities

• Provide technical support for end users and client environments.
• Manage and resolve service tickets aligned to SLA priorities.
• Participate in on-call rotation and after-hours support.
• Maintain accurate documentation of issues and resolutions.
• Participate in IT projects including onboarding and migrations.
• Assist with system updates, patch deployments, and improvements.
• Apply security-first mindset and incident escalation protocols.
• Support cybersecurity awareness initiatives and phishing simulations.
• Escalate complex issues and communicate with clients during resolution.

Skills

Windows 11

Microsoft 365

Cloud infrastructure

Networking basics

EDR tools

PSA/RMM platforms

Customer-facing support

Problem-solving

Tools

SentinelOne

NinjaRMM

ConnectWise

ServiceNow

Job description

Sunco Communication and Installation is seeking an IT Support Analyst to join a high-performing MSP team in Canada. The role blends day-to-day ticket support with ongoing IT projects, providing hands-on technical assistance to a diverse client base.

You will balance ownership of issues with proactive system improvements, uphold SLA expectations, and participate in on-call rotations. A security-first mindset and strong communication are essential.