ShortbenchATS
Proactis Solutions

IT Support Analyst

Calgary

Youthful company with ambitious growth endeavours.
Opportunity to make an impact on operations as well as projects.
A great place to work without the bureaucracy!

About Proactis

We are a boutique IT Service company in downtown Calgary with SMB clients in Alberta. We're looking for the right additions to our team. 

Our aim: to make things easier for our clients. This includes top-shelf customer service & support and solutions driven by thoughtful IT Roadmaps that empower our clients to achieve their goals with best-fit technology. We are a hard-working, fast-moving team, always aiming to improve, and obsessed with providing a superb experience for our customers.

Read this part carefully

Our application process will require a decent time commitment from you (and from us). 
So, seriously, please read the following two sections carefully and decide if it's worth both our time for you to proceed.

Apply If You:

  1. are passionate about customer service, innovation, and continuous improvement.

  2. are humble and would never make clients feel small - we are experts in our field and so are they.

  3. possess a hunger and willingness to learn and grow in technical knowledge and responsibility.

  4. are self-motivated and highly resourceful.

  5. are organized and can manage priorities on the fly.

  6. have excellent “deskside manner” and a sense of humour (vitally important!).

  7. are a tenacious and curious problem solver who’s not afraid to jump into the deep end.

Please Don't Apply if You:

  1. are not already eligible to work in Canada.

  2. prefer to work in the background.

  3. have no relevant experience.

  4. CAN'T follow procedures.

  5. can ONLY follow procedures.

  6. are highly specialized or want to become specialized.

  7. have a hard time being flexible or adapting to change.

  8. have difficulty with managing multiple priorities.

About the Role

We need the right fit (see above), team player for this customer facing role of Helpdesk Analyst, to join our team in Calgary on a full-time basis. We are looking for junior, intermediate, and senior team members.

 This fast-paced role will see you working from our office in Calgary, as well as from our client offices when required. You will be working under the direction of our senior staff, and will be responsible for:

  1. ensuring optimal performance and business continuity for our customers' end users by analyzing, prioritizing, troubleshooting and resolving issues.

  2. providing Top Shelf Customer Service.

  3. communicating promptly, consistently and succinctly.

  4. minimizing unnecessary back and forth.

  5. keeping your tickets updated.

  6. always leveraging company documentation and procedures first.

  7. escalating complex incidents to senior staff (after exhausting existing resources).

  8. maintaining the documentation of infrastructure, procedures, solutions, and end-user training resources.

  9. helping create documentation when it's missing.

More About You

In order to qualify for this role, you will need:

  1. 2-3 years of relevant helpdesk support experience, ideally within a Managed IT Services environment.

  2. To be based in Calgary, and currently eligible to work in Canada. 

You will have relevant technical knowledge allowing you to implement, manage, and support the following:

  1. Operating Systems - Windows 11, macOS, iOS, Android

  2. Microsoft 365 Admin, Office, Exchange Online, Sharepoint/OneDrive, Teams

  3. Device management with Microsoft Intune

  4. RMM, Alerting, Monitoring

  5. MFA/SSO platforms

  6. Password management products

  7. Network troubleshooting

  8. Helpdesk ticketing systems

  9. Various other line of business end user applications

Additional knowledge/experience in the following areas is considered an asset:

  1. A Computer Science Degree, Microsoft Certified Systems Administrator (MCSA) or Apple Certified Support Professional (ACSP) certifications.

  2. Working product knowledge of Meraki and HPE Greenlake/Central.

  3. Prior experience with SSO and MFA platforms.

  4. Additional relevant industry certifications - please list.

About the Salary and Benefits 

In return for your hard work and dedication, you will be compensated with an annual salary comparative to the industry and role (listed below), as well as a comprehensive package that includes:

  1. A generous and flexible benefits plan.

  2. 2 weeks vacation to start, with the ability to increase with tenure.

  3. Additional time off over the Christmas period.

  4. Opportunities for career progression in a small and adaptive team, based on superb performance and demonstration of excellence in your role.

Apply for this position