Information Technology Support Analyst

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

(This job posting will not be utilizing artificial intelligence during the recruitment process)

Job Description – IT Support Analyst

Reports to: Director of IT & Cybersecurity

We Are Sunco Communication and Installation

At Sunco, our mission is to make business communication easier for our clients.

For more than 25 years we have helped companies get more from their telecommunications and IT services, earning our place as our clients trusted independent business telecom and managed IT systems integrator. Our focus on becoming a long-term strategic partner to each of our clients is second to none.

Our people are what makes that possible. Every day our team helps clients of all sizes achieve cost savings, increase their protection and improve their performance. Our collective experience and dedication allow us to work with businesses of all sizes and from all industries to determine the best solutions to support their ongoing success and provide added peace of mind. And we deliver those solutions with the employee-level commitment and collaborative approach every client relationship deserves.

Our Core Values

Sunco is an exceptional place to work. We attract and retain people who have an ownership mentality. That means every decision, every job, and every interaction with clients and each other is done with a clear understanding of how it directly impacts the success of both our company and our clients' businesses.

Our core values are the foundation of our success.

• We Bring out the Best in Each Other
• We Do What It Takes
• We Do the Right Thing
• We are Accountable to the Outcome

Job Summary:

This is an opportunity to join a high-performing IT team at one of Canada’s established Managed Services Providers, supporting a diverse client base with real ownership over your work.

The IT Support Analyst provides technical support services across Sunco's client base in a Managed Services Provider (MSP) environment. Due to continued growth and increasing service demand, we are expanding our IT team. This role blends day-to-day ticket support with ongoing IT projects, requiring the ability to balance support responsibilities with longer-term initiatives. Success in this role requires strong ownership, attention to detail, and the ability to consistently meet SLA-driven expectations.

Key Responsibilities

• Provide technical support for end users and client environments.
• Manage and resolve service tickets in alignment with SLA expectations, prioritizing by urgency and client impact.
• Participate in the team's on-call rotation, providing after-hours support to clients as required.
• Maintain accurate documentation of issues, resolutions, and client environment changes.
• Participate in IT projects including client onboarding, system migrations, and infrastructure improvements.
• Assist with system updates, patch deployments, and ongoing service improvements.
• Apply a security-first mindset across all activities, including adherence to endpoint protection standards, access control procedures, and incident escalation protocols.
• Participate in cybersecurity awareness initiatives, phishing simulations, and security-focused client support activities.
• Escalate complex or high-impact issues appropriately and communicate proactively with clients throughout resolution.

Requirements

• 2-3 years of experience in an IT support, service desk, or help desk environment, preferably within an MSP.
• Hands-on experience supporting Windows 11 environments and end-user computing.
• Proficiency with Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID).
• Familiarity with cloud infrastructure and server environments.
• Foundational networking knowledge, including TCP/IP, DNS, DHCP, and VPN technologies.
• Familiarity with EDR and endpoint protection tools (e.g., SentinelOne, Huntress, or equivalent).
• Experience with PSA and/or RMM platforms (e.g., ServiceNow, ConnectWise, NinjaRMM) is an asset.
• Client-facing support experience with demonstrated professionalism and communication skills.
• Previous experience supporting cybersecurity initiatives, security awareness programs, or phishing simulation platforms is considered an asset.
• Strong troubleshooting skills with a structured, methodical approach to problem-solving.
• Customer-centric mindset with a professional, empathetic approach to support.
• Ability to work independently and take ownership of technical issues through to resolution.
• Strong communication and interpersonal skills with the ability to build trust and confidence with clients.
• Effective time management and prioritization skills in a fast-paced, SLA-driven environment.
• Ability to adapt to changing priorities and contribute positively within a collaborative team environment.
• Strong attention to detail and commitment to delivering a high-quality client experience.
• Valid driver’s license required for occasional travel to client sites in the local area
• Clean Criminal Record

What We Offer

• Hybrid work environment
• Paid vacation time
• Competitive benefit package including health, dental, disability and life
• Close-knit, supportive work environment

Why Join Sunco?

Be part of a team that is redefining business communications in Canada. At Sunco, we believe in growth, innovation, and creating unforgettable customer and employee experiences. With national expansion and marquee events like Sunco Connect, this is an exciting time to make a major impact.