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SmartLayer Business Solutions (www.smartlayer.ca) is an independently-run computing and technology consulting company, which provides customized and high-quality services. We bring advanced technology solutions to small-to-medium sized enterprises. We offer IT consulting, managed services, asset management, system design and installation, custom software and web development services, and training and user support services.

We’re hiring a Senior IT Analyst who can own complex escalations, lead projects end-to-end, and raise the bar across standards, documentation, and operational quality. This is a hands-on role with real ownership.

Primary Duties

- Own and resolve complex L3 escalations across Microsoft 365, Windows Server/AD, networking, virtualization, and endpoint management.
- Lead small-to-mid projects end-to-end: scoping, planning, execution, validation, documentation, and handover.
- Perform root cause analysis and implement durable fixes (automation, standardization, preventative controls).
- Set technical standards and improve service delivery: runbooks, templates, KB articles, change-control discipline, quality checks.
- Mentor and support L1/L2 team members; help improve troubleshooting maturity and client communication.
- Collaborate with offshore teams to delegate tasks effectively, verify quality, and ensure outcomes match expectations.
- Communicate clearly with clients: set expectations, provide updates, document decisions, and advise on best practices.
- Participate in on-call / after-hours work as required to meet client demands.

Primary Qualifications

- Post-secondary education in IT (or equivalent experience) with 5-7 years progressive experience in IT support/systems.




- Proven ability to handle escalations independently and lead technical delivery without hand-holding.

Strong knowledge of:

- Microsoft 365 / Entra ID (identity, MFA, conditional access concepts, tenant administration)
- Windows Server + Active Directory (GPO, DNS/DHCP fundamentals, file services)
- Networking fundamentals (TCP/IP, VLANs, VPN, routing, troubleshooting)
- Firewalls / security appliances (PaloAlto, Fortinet, Sophos or equivalent) including VPN troubleshooting and basic policy/NAT concepts
- Virtualization (VMware and/or Hyper-V concepts, troubleshooting, best practices)
- Backup & recovery concepts and tooling (e.g., Veeam; backup validation, restore testing, basic DR principles)
- Email flow & security concepts (mail routing, SPF/DKIM/DMARC awareness, troubleshooting)
- Strong documentation, communication, and stakeholder management skills.
- Valid Class 5 driver’s license (client-site visits required

Nice-to-have (strong assets):

- Intune / endpoint management, Autopilot
- PowerShell scripting and automation
- Backup/DR design (immutable backups, offsite replication, recovery testing, RPO/RTO planning)
- Security tooling exposure (EDR, SIEM basics, hardening baselines)
- SAN/storage, clustering/HA
- Multi-tenant hosting / datacenter exposure
- Vendor certifications (Microsoft, VMware, Palo Alto, Fortinet, etc.)
- Experience scoping work and supporting pre-sales technically

What we value:

High ownership, calm under pressure, strong judgement, and a consistent focus on doing things properly.

Additional pay

- Bonus pay

Perks

- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

📌 Senior Information Technology Analyst (Calgary)
🏢 SmartLayer Business Solutions
📍 Calgary