About GCI Support

GCI Support is a Montreal-based managed IT services and cybersecurity provider supporting small and medium-sized businesses. We provide IT support, Microsoft 365 administration, endpoint management, cloud services, network support, and cybersecurity monitoring for our clients.

We are looking for a SOC Analyst / IT Support Technician who can take primary responsibility for monitoring and responding to security alerts and incidents while also assisting our helpdesk team with client support tickets when security activity is low.

The Role

Your primary responsibility will be to monitor, investigate, triage, and respond to cybersecurity alerts and incidents across our managed client environments.

You will work primarily with the Microsoft security ecosystem, including Microsoft 365 Lighthouse, Microsoft Defender, Entra ID, and related security portals.

When there are no active security incidents requiring attention, you will assist with regular Level 1 and Level 2 IT support tickets for GCI clients.

This position is ideal for someone who enjoys both cybersecurity investigation and hands-on IT support.

Key ResponsibilitiesSecurity Operations

- Monitor security alerts and incidents through Microsoft 365 Lighthouse
- Review and investigate alerts generated by Microsoft security products
- Triage incidents based on severity, risk, affected users, and affected devices
- Investigate suspicious sign-ins, compromised accounts, malware detections, phishing attempts, malicious links, and endpoint alerts
- Review Microsoft Defender incidents and alerts
- Investigate user activity and security events using available logs and security tools
- Determine whether alerts are true positives or false positives
- Take appropriate remediation actions based on established procedures
- Escalate responsible or complex incidents when required
- Disable or secure compromised accounts when authorized
- Revoke sessions and assist with password resets and MFA remediation
- Document investigation findings and remediation actions
- Maintain accurate incident and ticket notes
- Follow security incidents through to resolution
- Identify recurring security issues and recommend improvements

Microsoft 365 & Endpoint Security Assist with administration and troubleshooting involving:
- Microsoft 365
- Microsoft Entra ID




- Microsoft Defender
- Microsoft 365 Lighthouse
- Microsoft Intune
- Multi-Factor Authentication
- Conditional Access
- Endpoint security
- BitLocker
- Windows 10/11
- Microsoft 365 applications

IT Support When security monitoring workload permits:
- Respond to client helpdesk tickets
- Troubleshoot Windows workstation issues
- Troubleshoot Microsoft 365 and Outlook issues
- Assist users with password, MFA, and account problems
- Troubleshoot printers, networking, VPNs, and common business applications
- Perform remote support for client computers
- Install and configure software
- Escalate more complex issues to senior technicians
- Maintain clear and professional communication with clients
- Properly document work performed in the ticketing system

Required Skills
- Strong understanding of Windows 10/11
- Good knowledge of Microsoft 365
- Valuable understanding of Microsoft Entra ID / Azure AD
- Understanding of cybersecurity fundamentals
- Ability to investigate security alerts rather than simply close them
- Understanding of phishing, malware, credential theft, suspicious sign-ins, and account compromise
- Familiarity with MFA and identity security
- Strong troubleshooting skills
- Ability to prioritize critical security incidents
- Solid attention to detail
- Good documentation skills
- Skilled communication with clients
- Ability to work independently and know when an issue should be escalated

Preferred Qualifications Experience with any of the following is considered an asset:
- Microsoft 365 Lighthouse
- Microsoft Defender XDR
- Microsoft Defender for Endpoint
- Microsoft Defender for Office 365
- Microsoft Sentinel
- Microsoft Intune
- Conditional Access
- Advanced Hunting / KQL
- Microsoft Partner / MSP environments
- RMM or remote support platforms
- Ticketing systems such as Zammad
- Microsoft security certifications

Certifications such as SC-900, SC-200, AZ-900, MD-102,



or equivalent Microsoft security certifications are considered an asset.

What We Are Looking For

We are looking for someone who is naturally investigative.

You should be comfortable seeing an alert such as a suspicious login, malicious URL click, malware detection, or compromised account and determining:

- What happened?
- Which user or device was affected?
- Is the threat still active?
- What actions need to be taken?
- Does the incident need to be escalated?
- How can we prevent it from happening again?

At the same time, you should be comfortable switching from cybersecurity work to regular IT support when the SOC queue is quiet. Ideal Candidate The ideal candidate has approximately 1–3 years of IT support, Microsoft 365 administration, cybersecurity, or SOC experience and wants to continue developing deeper cybersecurity skills while remaining hands-on with IT infrastructure and client support.

MSP experience is a strong advantage.

Language

Strong English communication skills are required.

French is considered a strong asset, particularly for communicating with clients in Quebec.

Why Join GCI Support

This role provides exposure to real-world cybersecurity incidents across multiple business environments rather than a single corporate network.

You will gain hands-on experience with Microsoft security technologies, identity security, endpoint protection, incident response, Microsoft 365 administration, and managed IT services while working directly with experienced technicians.

Benefits

- In office parking

Experience:
- Technical support: 4 years (required)
- Microsoft 365 lighthouse: 1 year (preferred)
- ANY (SC-100,SC-200,SC-300,SC-401,SC-500,or SC-900 ): 1 year (required)

Language:
- English (required)
- French (preferred)

Licence/Certification:
- Driving Licence (preferred)

Work Location: In person Pay: $22.00-$25.00 per hour

Expected hours: 35.0 – 40.0 per week

Benefits

- On-site parking

Experience:
- Microsoft 365 Lighthouse: 1 year (preferred)
- Technical support: 3 years (required)
- ANY (SC-100,SC-200,SC-300,SC-401,SC-500,or SC-900 ): 1 year (preferred)

Language:
- English (required)

Licence/Certification:
- Driving Licence (preferred)

Work Location: In person

📌 IT Support Technician (w/SOC experience) (Saint-Leonard)
🏢 GCI Support
📍 Saint-Leonard