Senior Information Technology Analyst

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.

Job Description

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

Benefits:

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