IT Support Specialist

ROLE
Surerus Murphy Joint Venture (SMJV) is seeking an IT Support Specialist to provide technical support for end users, operating systems, network protocols, and business applications.

KEY RESPONSIBILITIES
Technical Support and Service Delivery

• Provide technical support for IT products, business applications, operating systems, and network services.
• Receive and triage help requests, troubleshoot user issues, escalate tickets when required, and document resolutions.
• Use software updates, drivers, knowledge bases, and FAQs to support timely problem resolution.
• Identify opportunities to improve support processes and increase effective use of IT products.
• Support SharePoint, OneDrive, and access control services.

Infrastructure, Systems, and Communications

• Develop and implement technical solutions under general supervision.
• Install, configure, and maintain computers, peripherals, and network-connected devices.
• Deploy and configure on-premises and cloud-based networks.
• Install, test, and configure firmware and software updates for core infrastructure systems.
• Support cellular devices, VoIP phone systems, satellite internet, and AV/VC services across multiple locations.

Note: In addition to these duties personnel are required to carry out such other duties as may be reasonably required in order to support the objectives of the company.

POSITION REQUIREMENTS
Qualifications

• Diploma or Degree in Information Technology, Computer Science, or a related field.
• Valid driver’s license.

Experience

• Minimum of 8 years of experience in IT operations and infrastructure deployment.
• Experience supporting systems for remote work sites.
• Experience with core IT infrastructure, including storage, servers, networking, virtualization, cloud services.
• Experience applying cybersecurity best practices, frameworks, and standards, with required experience in EDR/XDR and MDR solutions.
• Hands-on experience with Microsoft enterprise solutions, Microsoft 365 administration, and cloud platforms such as Microsoft Azure.
• Experience with Dell, Lenovo, Ubiquiti and Fortinet products.
• Required experience with Microsoft Entra ID, Active Directory, Intune, SharePoint, Microsoft Teams, and Microsoft 365 services.
• Required experience with password management and remote management tools.
• Required experience with VMware, Hyper-V, VDI, and mobile device management.
• Required experience with Veeam Backup or related backup services.
• Required experience with disaster recovery planning and business continuity.

Skills and Knowledge

• Advanced knowledge of operating systems, business applications, printing systems, and network systems.
• Strong hardware skills, including building, diagnosing, and upgrading enterprise server and network hardware.
• Intermediate knowledge of major operating systems, Microsoft networking environments, and network infrastructure configuration and maintenance.
• Working knowledge of wired and wireless networking, SAN solutions, local and remote backup technologies, and PowerShell or Microsoft Graph scripting.
• Demonstrated ability to deliver exceptional customer service.
• Ability to manage multiple priorities, adapt quickly to change, and communicate clearly with strong analytical and organizational skills.
• Use of IT Service Management solutions for ticket handling preferable ServiceNow.

WORKING CONDITIONS
This is a permanent position based at our Calgary office with a 5-day work week, 8-hour days. Travel to project sites will be required.

REPORTING RELATIONSHIPS
The IT Support Specialist reports to the Manager, Information Technology.

We thank all applicants in advance. Only those selected for an interview will be contacted.