Information Technology Support Analyst

CyberClan; Kitchener, Cambridge, Southwestern Ontario; Hybrid; CAD 60,000 - 70,000; Full time

Job summary

CyberClan is hiring an IT Support Analyst to support global internal IT operations and security-focused initiatives. The role involves first-line technical support, cloud migrations, secure network builds, and virtual infrastructure optimization for a hybrid international team.

The ideal candidate has strong troubleshooting, documentation, and ITIL-aligned practices, with ability to handle incidents and support a distributed workforce. Base salary ranges from CAD 60,000 to CAD 70,000 per year.

Qualifications

• Post-Secondary education in Information Technology, Computer Science, or a related field.
• Up to 2 years of experience in IT services, infrastructure delivery, or remediation roles.
• Ability to work independently and collaborate effectively in a team environment.
• Strong problem-solving skills with the ability to diagnose and resolve issues quickly.
• Excellent communication skills to support non-technical users.
• Strong time management and ability to handle multiple requests simultaneously.
• High attention to detail.

Responsibilities

• Provide 1st level technical support for hardware, software, network, and peripheral issues.
• Deliver technical support to a geographically distributed workforce, with occasional after-hours coverage.
• Handle incidents, problems, ticket management, troubleshooting, and resolution.
• Escalate complex issues to IT Manager when required.
• Onboard/offboard employees, provisioning hardware and setup.
• Manage lifecycle of IT assets: sourcing, provisioning, deployment, maintenance, replacement.
• Maintain accurate documentation of IT assets and activities.
• Liaise with vendors and cloud providers (Microsoft, AWS, Google Cloud).
• Assist with internal IT assessments and audits for compliance (GDPR, SOC2, NIST).
• Ensure network and server infrastructure is secure and operational.

Skills

Windows Laptop Administration

Cloud Environments

Virtual Network Architecture

End-user support

Remote management

Education

Post-Secondary education in Information Technology or Computer Science

Tools

InTune

RMM

Endpoint Monitoring

M365

AWS

Azure

Job description

CyberClan 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, CyberClan 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.

CyberClan is hiring an IT Support Analyst who will be responsible for supporting CyberClan’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 CyberClan employees.

Required Skills & Qualifications

• Post-Secondary education in Information Technology, Computer Science, or a related field.
• Up to 2 years of experience in IT services, infrastructure delivery, or remediation roles.
• Ability to work independently and collaborate effectively in a team environment.
• Strong problem-solving skills with the ability to diagnose and resolve issues quickly.
• Excellent communication skills to support non-technical users.
• Strong time management skills and ability to handle multiple requests simultaneously.
• High attention to detail.

Demonstrated expertise in

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

Hands-on experience working with

• Trouble-shooting laptop systems with end users
• Remote management of Windows InTune
• Endpoint protection, patching, backup and recovery platforms
• Excellent communication, reporting, and client-facing presentation capabilities
• Comfortable working under pressure in incident-driven environments

Preferred Skills, Experience, Degrees or Certifications

(Candidates holding any of the following will be prioritized)

• 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)

Key Attributes

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

Cyberclan 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. A candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. This is Canadian-based employment, and it is expected that all employees maintain legal entitlement to work in Canada. Applicants selected to move forward in the hiring process are subject to background checks, including but not limited to criminal record, credit, and/or reference checks.

Job Type

• Full-time

Location

Hybrid, with 80% in Office

Physical Requirements

Prolonged periods of sitting at a desk and working on a computer

Must be able to move, transport, or position IT equipment weighing up to 10 pounds