Support Analyst - Red Lake ON

FSET Inc.; Red Lake; On-site; CAD 60,000 - 90,000; Full time

Benefits offered by this job

Health benefits

Life insurance

RRSP matching

Paid vacation

Job summary

FSET Inc in Red Lake, Ontario is seeking a Support Analyst to work from home with on-site visits to clients in Red Lake and nearby communities. You will troubleshoot network faults end to end, manage tickets from the client’s network to the provider, and maintain high security standards with thorough documentation.

You will administer Microsoft 365 for managed clients, deploy Windows devices with Autopilot/Intune, and support Voz/UC devices.

Qualifications

• 2+ years IT support at MSP or multi-client environments
• Hands-on TCP/IP troubleshooting skills and familiarity with DHCP/DNS/VLANs
• Live in Red Lake or willing to relocate with a valid driver's license
• Fluent professional English; clean criminal record; eligible for security screening

Responsibilities

• Take client requests by phone, email, portal and onsite; triage, diagnose, and resolve or elevate within service levels
• Troubleshoot network faults end to end including cabling, Wi-Fi, DNS, VPN, and carrier tickets to resolution
• Administer Microsoft 365 for managed clients: user lifecycle, licensing, Exchange Online, Entra ID and Intune
• Deploy and support Windows devices with Autopilot and Intune, plus mobile devices, printers, VoIP handsets and network gear
• Keep documentation current for every ticket, client and site
• Follow information security policies and procedures without exception

Skills

MSP IT support

TCP/IP troubleshooting

English proficiency

Driver's license

Tools

MD-102

SC-300

Network+

Security+

ITIL Foundation

Job description

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 ConnectedOfficer Program, cybersecurity services and cloud infrastructure, delivered by a team of more than 30 people, all based in Canada.

Position Overview

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.

Work Environment and Location Requirements

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.

Key Responsibilities

• 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 ID and 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

Required Qualifications

• 2+ years of IT support at an MSP or in a multi‑client environment, including hands‑on administration of Microsoft 365, Entra ID and 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

Preferred Qualifications (Assets)

• 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

Professional Attributes

• You explain technical problems in plain language to people who are not technical
• You work reliably on your own, with sound judgement about when to bring in help
• You are organized, punctual, and careful with detail and documentation
• You respect each community’s protocols and ways of working
• You can kneel, bend and work in tight or restricted spaces

Schedule and Availability

• Monday to Friday, 8‑hour day shift
• Four‑day work week available after successful completion of probation, as an earned privilege
• Rotational on‑call
• Occasional evenings, weekends and statutory holidays as client needs require, with time in lieu where extended hours are warranted

Compensation and Benefits Package

• Health, dental, extended health and vision coverage
• Life and disability insurance
• Employee Assistance Program for mental health and wellness
• RRSP matching
• Paid vacation, personal days and sick leave
• Paid training, plus industry certification support and reimbursement

Why Join FSET

• Great Place to Work Certified every year since 2022, most recently in April 2026, and ranked 22nd on the 2025 Best Workplaces in Canada list for organizations with fewer than 100 employees
• Work that matters to the communities you live and travel in
• A clear promotion path from Support Analyst to Senior Support Analyst
• Colleagues who back you up when you are the only one on site

Applying to FSET

This posting is for an existing vacancy.

We use an applicant tracking system that screens and scores applications automatically, including with artificial intelligence, based on your answers to the questions on the application form.

Accommodation is available on request for applicants with disabilities at every stage of our recruitment and selection process.