Senior Service Desk Technician
For more than 25 years, LAN Solutions has provided comprehensive IT services and support to businesses and non-profit organizations throughout Western Canada. Our clients count on us for reliable, stable, and secure technology including cloud services, a 24/7 Service Desk, scheduled on-site support, strategic IT planning, and more. We believe everybody deserves professionally managed IT services, so we customize each solution to their specific budget and goals for growth. Above all else, we are Loyal, Accountable, and Nimble.
LAN Solutions continues to grow and is looking for the right person to join our dynamic team in Calgary.
Are you a “go-getter” with 4+ years of IT support? Are you eager to learn the ropes and be a positive influence in a fast-paced, customer service-focused, fun environment?
We are looking for a Senior Service Desk Technician to join our team. The successful candidate will be a key member of the support team responsible for providing advanced technical assistance to clients in our dynamic Managed Service Provider (MSP) environment.
This role requires deep technical knowledge, excellent troubleshooting skills, and the ability to mentor junior technicians while maintaining an elevated level of customer satisfaction.
Key Responsibilities
Technical Support & Incident Management:
- Act as an escalation point for Level 1–2 support tickets that require advanced troubleshooting.
- Diagnose, resolve, and document complex hardware, software, and network issues across diverse client environments.
- Manage incidents and service requests through Connectwise PSA.
- Perform root cause analysis and provide long-term solutions to recurring issues.
- Participate in after-hours maintenance windows or on-call rotations as required.
- Collaborate with other technical teams to ensure seamless service delivery.
- Provide technical guidance and mentorship to Service Desk Technicians. Help develop and improve internal documentation, knowledge base articles, and SOPs.
- Contribute to continuous improvement of service desk processes and client experience.
Client Systems Administration:
- Maintain and support Microsoft 365, Azure AD, and other cloud services.
- Administer Windows Server environments, Active Directory, Group Policy, and related infrastructure.
- Troubleshoot and maintain networking devices (routers, switches, firewalls, VPNs).
- Manage endpoint security, patch management, and backup systems across client sites.
Qualifications & Experience
Required:
- 4+ years of experience in IT support, with at least 2 years in an MSP or similar multi-client environment.
- Strong proficiency with:
- Microsoft 365 / Azure / Exchange Online
- Windows Server, Active Directory, and Group Policy
- Networking fundamentals (TCP/IP, DNS, DHCP, VPNs, VLANs)
- Remote monitoring and management (RMM) tools
- Excellent customer service, communication, and documentation skills.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred:
- Relevant certifications such as CompTIA A+/Network+/Security+, Microsoft MCSA/MD-100/MD-101, or equivalent.
- Experience with backup solutions (e.g., Datto, Veeam), EDR tools, and ConnectWise.
- Familiarity with scripting (PowerShell, Python) or automation tools.
Key Competencies
- Possesses strong analytical problem-solving and attention to detail.
- Strong sense of ownership, integrity, and accountability.
- Excellent time management and organizational skills and responds to issues or tasks with an appropriate level of urgency
- Team-oriented mindset with a proactive, service-driven approach.
- Professional, punctual, and demonstrates a high level of engagement.
Job Type: Full-time
Benefits:
- Company events
- Dental care
- Disability insurance
- Extended health care
- On-site parking
- Wellness program
Experience: IT support: 4 years (required)
Work Location: Hybrid remote in Calgary, AB