Technical Support Specialist, IT Infrastructure and Systems

Location:
Calgary, Alberta (hybrid, with occasional on-site visits) Type: Full time, permanent

About the Role
Milo is an AI and software company building intelligent platforms powered by large language models. Our software runs alongside the technology our clients rely on every day, from networks and servers to connected devices, cameras and communication systems, across Canada and the United States. We are looking for a Technical Support Specialist with a strong infrastructure and networking background to deploy and support the Milo platform and the client environments it runs on. You will activate Milo software on client devices, support virtualized servers, IoT and security systems, and keep client networks and communication systems running reliably. This hands-on role sits between our software team and our clients, and you will be the knowledgeable, calm voice our clients trust when something needs fixing. What You Will Do *Software deployment and provisioning
*
- Deploy, activate and configure the Milo software platform on client devices, including servers, virtual machines, gateways, tablets and IoT devices
- Onboard current clients onto Milo, including account setup, user provisioning, integrations and initial configuration
- Provision and configure switches, routers, firewalls and wireless access points to prepare client environments for Milo deployments
- Set up and support IP-based communication systems, including SIP, hosted phone systems and IP phones, as they integrate with the Milo platform
- Test and validate software releases and updates in client environments before and after rollout
- Maintain accurate configuration records, IP plans, device inventories and deployment documentation *Infrastructure, IoT and security
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- Install, configure and maintain VMware virtual environments (vSphere and ESXi) that host Milo services and client applications
- Deploy and support IoT devices and sensors, ensuring secure and reliable connectivity to the Milo platform
- Install, configure and troubleshoot IP camera and video surveillance systems, including NVRs and video management software
- Apply security best practices across client environments, including firewall policies, VPNs, network segmentation, access control, patching and endpoint protection
- Monitor systems for security events and help respond to incidents *Network and solution design
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- Design and review client network environments (LAN, WAN, WiFi and voice) so they support Milo software, IoT devices and cameras reliably and securely
- Plan VLANs, IP addressing,



routing, QoS, firewall rules and redundancy for software, data, video and voice traffic
- Define network, device and hosting requirements for Milo deployments, including bandwidth, latency, ports and security standards
- Work with our software and product teams on integrations between Milo and client systems
- Prepare bills of materials, deployment plans and technical scoping for new client projects *Client support and troubleshooting
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- Serve as a primary point of contact for clients by phone, email and ticketing system
- Diagnose and resolve issues across the Milo platform and the client environment it runs on, including applications, servers, virtual machines, IoT devices, cameras, networks, WiFi and phone systems
- Coordinate with internet providers, hardware vendors and other third parties when issues fall outside our platform
- Monitor Milo deployments and client device health, respond to alerts and escalate software defects to our engineering team
- Guide clients and on-site technicians through deployment and troubleshooting steps remotely
- Document every case clearly and contribute to our knowledge base, release notes and standard operating procedures *Client relationships
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- Explain technical issues in plain language so clients understand what happened and what comes next
- Train client staff on Milo software features and best practices
- Follow through on every ticket until the client is satisfied
- Share client feedback and recurring issues with our product team to improve the Milo platform What You Bring
- 3+ years of experience in IT support, network support, systems administration or solutions engineering, ideally with a managed service provider or technology company
- A strong networking background, with hands-on experience configuring switches, routers and firewalls (for example Cisco, MikroTik, Juniper, Fortinet, Ubiquiti or Cambium)
- Solid knowledge of TCP/IP, VLANs, DHCP, DNS, NAT, routing (OSPF, BGP), QoS and VPNs
- Experience with VMware vSphere and ESXi, or similar virtualization platforms such as Hyper-V or Proxmox
- Experience deploying and supporting IoT devices and IP camera or video surveillance systems
- Working knowledge of IT security fundamentals,



including firewalls, access control, patch management and endpoint protection
- Experience supporting IP-based phone and communication systems, including SIP and hosted phone platforms
- Experience installing, activating or supporting software across Windows and Linux servers, cloud platforms and end-user devices
- Comfort working with SaaS platforms, APIs, web dashboards and ticketing tools
- Methodical troubleshooting skills using tools such as Wireshark, ping, traceroute, SNMP monitoring, logs and packet captures
- Excellent spoken and written English, with the confidence to lead calm, clear conversations with clients under pressure
- Strong documentation habits and attention to detail
- Ability to manage multiple tickets and priorities in a fast-paced environment
- Valid driver’s licence and willingness to travel to client sites occasionally Nice to Have
- Spoken and written French (an asset, not a requirement)
- Interest in AI, large language models and conversational software, or experience supporting AI-enabled products
- Certifications such as CCNA, CompTIA Network+ or Security+, VMware VCP, MTCNA or cloud certifications (AWS, Azure)
- Experience with Microsoft 365, cloud hosting and mobile device management
- Experience in hospitality, senior living or multi-residential environments
- Familiarity with WiFi design and site surveys
- Basic scripting or automation skills (Python, Bash, PowerShell)
- Diploma or degree in Computer Science, Information Technology, Network Engineering or a related field

What We Offer

- Competitive salary based on experience
- Hybrid work with flexibility
- Paid certifications and ongoing training
- Real ownership of your work in a growing company where you will see the impact of every fix and every design
- A collaborative team working at the intersection of AI, software and IT infrastructure

How to Apply
Please send your resume and a short note describing a technical issue you solved and how you approached it to [email protected]. We review applications on a rolling basis and will contact shortlisted candidates directly. We welcome applications from people of all backgrounds and are committed to an inclusive, accessible hiring process. If you require accommodation at any stage, please let us know. Pay: $65,000.00-$75,000.00 per year

Benefits:
- Casual dress
- Paid time off
- Work from home

Experience:
- Network support: 2 years (required) Willingness to travel:
- 25% (preferred) Work

Location:
Hybrid remote in Calgary, AB

📌 Technical Support Specialist (Calgary)
🏢 Milo Life Solutions
📍 Calgary