Senior IT Support Technician

Experience: 5 years’ experience in IT support roles.

Education: Diploma or Degree in Information Technology, Computer Science, or related industry certification.

Sproule is seeking a Senior IT Support Technician as a full-time position to join our team in Calgary.

The Senior IT Support Technician will play a crucial role in leading our service desk team while actively contributing to end-user support and technology management. This position serves as the linchpin between our frontline IT support and our infrastructure team, offering a unique blend of hands-on technical work and leadership responsibilities.

As the de facto leader of our small but dynamic service desk team, you will mentor staff, develop efficient processes, and ensure high-quality support delivery. Your technical expertise will be used daily, working with our Microsoft 365 environment, configuring, and troubleshooting Windows-based systems and applications, and leveraging cloud services like Intune to deploy configuration and applications.

This role offers significant opportunities for professional growth. Working closely with our infrastructure team, you will have the chance to expand your skills in server, SAN, networking, and cloud technologies. For the right candidate, this position can serve as a stepping stone to more specialized roles in infrastructure, cloud architecture, or IT management.

Ideal candidates will combine strong technical abilities with leadership skills and a passion for continuous learning.

Responsibilities

• Provide direct end-user support for Microsoft 365, Windows-based systems, and other enterprise applications.
• Deploy end user computing equipment such as laptops and workstations, and assist with migration of users to new equipment.
• Lead and mentor the service desk team, providing guidance, training, and escalation support.
• Develop and implement efficient IT support processes and procedures to improve service delivery.
• Oversee and manage the IT support queue, ensuring timely resolution of issues and maintaining high customer satisfaction.
• Configure and manage Microsoft Intune, including creating device configuration profiles and application deployment packages using PowerShell and PSADT.
• Collaborate with the infrastructure team on projects related to on-premises and cloud services.
• Assist in basic troubleshooting and operation of Fortinet networking equipment, including routers, switches, and access points.
• Support and troubleshoot oil and gas industry-specific software.
• Assist in building knowledge bases and “frequently asked questions” resources to aid in problem resolution.
• Form part of the paid on-call rotation for emergencies.

Required Education & Experience

• Diploma or Degree in Information Technology, Computer Science, or related industry certification with a minimum of 5 years’ experience in IT support. Preference will be given to applicants with senior and lead experience.
• Strong knowledge of Microsoft 365 suite, including administration and troubleshooting.
• Proven experience of Windows endpoint management, including configuration, operation, and troubleshooting.
• Experience with basic Windows Server administration and Active Directory management.
• Proven expertise in managing and configuring Microsoft Intune and operation of Entra ID.
• Proficiency in PowerShell. Experience with PSADT (PowerShell App Deployment Toolkit) is a benefit.
• Familiarity with Fortinet networking equipment and basic network troubleshooting.
• ITIL certification or strong understanding of ITIL best practices.
• Excellent verbal and written communication skills. Other languages (Dutch or Spanish) will be considered an asset.
• Methodical, detail-oriented, analytical, organized with a strong work ethic.
• Ability to present ideas in user-friendly language with strong customer service orientation.
• High degree of curiosity about emerging technologies.
• Ability to adapt to a growing global business environment.
• Ability to multi-task and adapt to changes quickly.
• Preference will be given to candidates with a strong interest in continued learning and career growth in the IT field.

Application deadline: January 27th, 2025