IT Support Analyst

Charter Telecom; Calgary; On-site; CAD 60,000 - 85,000; Full time

Job summary

Charter is an award-winning Canadian IT Solutions and Managed Services Provider delivering innovative IT solutions, managed services, project delivery, consulting, and staff augmentation across Canada. We seek an IT Support Analyst to maintain stability, security, and performance of our IT infrastructure and support end-user devices, Microsoft 365, networks, and virtualization.

The role requires strong problem-solving, customer service, and teamwork as you troubleshoot Windows, Hyper‑V, Juniper

Qualifications

• Diploma or degree in IT, CS, or related field.
• 3+ years of IT support experience.
• Hands-on experience with Windows, Microsoft 365, Hyper-V, Juniper networking, and Palo Alto firewalls.
• Knowledge of Active Directory, Entra ID, TCP/IP, DNS, DHCP, VPNs, and VLANs.
• Strong troubleshooting and customer service skills.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and business applications.
• Troubleshoot hardware, software, OS, network connectivity, and Microsoft 365 issues.
• Administer and support Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive, Entra ID).
• Manage user accounts, permissions, licensing, and access requests.
• Support Juniper network infrastructure (switches, routers, wireless networks, VPNs, VLANs).
• Administer Hyper‑V environments, virtual machines, backups, and disaster recovery processes.
• Support Palo Alto firewalls, VPNs, security policies, and vulnerability remediation activities.
• Perform system maintenance, patch management, monitoring, and IT asset lifecycle management.
• Document incidents, resolutions, and technical procedures while escalating complex issues as required.

Skills

Troubleshooting

Analytical thinking

Organizational skills

Customer service

Communication

Education

Diploma or degree in Information Technology, Computer Science, or related field

Tools

Microsoft 365

Hyper‑V

Juniper networking

Palo Alto firewalls

Active Directory

Entra ID

TCP/IP

DNS

DHCP

VPNs

VLANs

Job description

Charter is an award‑winning Canadian IT Solutions and Managed Services Provider founded in 1997. With offices across Canada, Charter delivers innovative IT solutions, managed services, project delivery, consulting, and staff augmentation expertise to organizations nationwide. Our mission is to align people, processes, and technologies to help clients enhance communication, optimize performance, and modernize their operations. Using business architecture methodology and human‑centered design, we guide clients through successful digital transformations, uncover new opportunities, and accelerate growth.

Position Summary

We are seeking a skilled and customer‑focused IT Support Analyst to provide technical support and maintain the stability, security, and performance of our IT infrastructure. The successful candidate will be responsible for troubleshooting and supporting end‑user devices, desktop and laptop computers, Microsoft 365 services, network infrastructure, virtualization platforms, and security appliances. This role requires strong technical expertise, excellent problem‑solving skills, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktops, laptops, mobile devices, printers, and business applications.
• Troubleshoot hardware, software, operating system, network connectivity, and Microsoft 365 issues.
• Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, and Entra ID.
• Manage user accounts, permissions, licensing, and access requests.
• Support and troubleshoot Juniper network infrastructure, including switches, routers, wireless networks, VPNs, and VLANs.
• Administer and maintain Hyper‑V virtual environments, virtual machines, backups, and disaster recovery processes.
• Support Palo Alto firewalls, VPNs, security policies, and vulnerability remediation activities.
• Perform system maintenance, patch management, monitoring, and IT asset lifecycle management.
• Document incidents, resolutions, and technical procedures while escalating complex issues as required.

Qualifications

• Diploma or degree in Information Technology, Computer Science, or a related field.
• 3+ years of experience in IT support, help desk, or infrastructure support.
• Hands‑on experience with Windows environments, Microsoft 365, Hyper‑V, Juniper networking, and Palo Alto firewalls.
• Knowledge of Active Directory, Microsoft Entra ID, TCP/IP, DNS, DHCP, VPNs, and VLANs.
• Strong troubleshooting, analytical, organizational, and customer service skills.
• Excellent verbal and written communication skills with the ability to manage multiple priorities.