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)

Solid 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)

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.

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