Support Analyst - Kenora ON at FSET Inc.

EVERY WEEKEND IS A LONG WEEKEND

About FSET Inc.

FSET Inc. is an ISO 27001:2022 certified Managed Services Provider based in Northwestern Ontario, serving law enforcement, healthcare, and municipal clients across Canada since 1999. We specialize in delivering secure, reliable technology solutions including our patented ConnectedOfficer Program, cybersecurity services, and cloud infrastructure. With a 30+ person team and 100% Canadian-based support, FSET is committed to excellence in service delivery and employee development. FSET is Great Place to Work Certified.

Position Overview

We are seeking a client-focused Support Analyst to join our Managed Services team in Kenora, Ontario. This is a permanent full-time hybrid position providing Tier 1 technical support to clients across Northwestern Ontario — remotely from our Kenora headquarters and onsite at client locations. You will be the first point of contact for our clients and the face of FSET in the field, so excellent communication skills, strong technical fundamentals, and a professional demeanour are essential.

This role suits a service desk professional with 2+ years of hands-on Microsoft 365 administration experience who wants to work in a modern, well-tooled MSP environment. Because our clients include law enforcement, healthcare, and municipal organizations, you will work to a higher standard of security and documentation discipline than a typical help desk — and you'll be trained and supported to meet it. Under the supervision of the Service Desk Manager, you will deliver exceptional first-contact support and maintain the standards our clients expect.

Work Environment & Location Requirements

This position is based in Kenora, Ontario, with the flexibility to work from home when not required onsite. You will regularly visit client locations in Kenora and travel within the region to support FSET clients as needed. A valid Class G driver's licence and reliable transportation are essential for this role.

Key Responsibilities

• Serve as first point of contact for client support requests — intake, triage, diagnosis, and resolution or escalation of incidents and service requests
• Provide technical support to end users onsite and remotely, including desktops, laptops, mobile devices, VoIP phone systems, applications, printers, and network devices
• Administer Microsoft 365 tenants for managed clients: user lifecycle, licensing, Exchange Online, Entra ID, and Intune-managed endpoints
• Provision and deploy endpoints using Windows Autopilot and Intune configuration and compliance policies
• Manage service tickets in accordance with Service Level Agreements (SLAs) and maintain clear client communication through to resolution
• Maintain accurate, current documentation in our service management and IT documentation platforms for all assigned tickets, clients, and projects
• Travel to client sites in Kenora and the regional service area to deliver hands-on technical support and project implementation
• Prepare support documentation, user guides, and training sessions for end users as needed
• Promote and strictly adhere to FSET information security policies, standards, and procedures — our ISO 27001:2022 certification depends on every team member
• Represent FSET professionally during all client engagements, maintaining a courteous, tactful, and service-oriented approach
• Collaborate with the Managed Services team to ensure consistent, high-quality service delivery
• Perform other related duties as assigned to support business objectives and client needs

Required Qualifications

• Graduate of a certified IT/technical training program and/or equivalent work experience
• Minimum 2+ years in an IT support role in a Managed Services Provider or multi-client help desk environment
• Hands-on administration of Microsoft 365: Entra ID (users, groups, MFA), Exchange Online, and the Microsoft 365 apps
• Hands-on experience with Intune: device enrolment, compliance policies, and application deployment
• Experience provisioning Windows devices with Windows Autopilot (or equivalent zero-touch deployment)
• Working experience with an RMM platform and a PSA ticketing system in a production environment
• Solid grounding in TCP/IP networking: DNS, DHCP, VLANs, VPN, and Wi-Fi troubleshooting
• Understanding of WAN solutions and communications infrastructure
• Microsoft Certified: Endpoint Administrator Associate (MD-102) or Microsoft 365 Administrator Expert (MS-102) — or willingness to obtain within 12 months
• Valid Class G driver's licence with a clean driving record
• Must reside in or be willing to relocate to Kenora, Ontario
• Bondable with a clear criminal record check and ability to obtain enhanced reliability security clearance
• Must be eligible to work in Canada
• Fluent professional English (written and verbal); French is an asset but not required

Preferred Qualifications (Assets)

• Experience with RMM or PSA platform migrations
• Experience maintaining structured IT documentation in a multi-client environment
• Experience supporting business VoIP/UCaaS environments
• CompTIA Network+ or Security+
• ITIL Foundation or other service management certification
• Experience supporting clients in regulated or security-sensitive sectors (law enforcement, healthcare, government)

Professional Attributes

• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users
• Strong attention to detail with the ability to work in an organized, efficient, and neat manner
• Self-motivated with demonstrated ability to work independently and exercise sound judgment
• Proven capability to work reliably both independently and as part of a collaborative team
• Strong work ethic with excellent punctuality and time management skills
• Ability to work effectively in a fast-paced environment under pressure while maintaining quality
• Good physical dexterity and fitness; ability to kneel, bend, and work in areas with restricted or limited movement
• Professional image and demeanour suitable for direct client interaction
• Commitment to strong customer service standards and positive client relationships
• Flexibility to adapt to changing priorities and client needs

Schedule & Availability

• Standard 8-hour day shift, Monday through Friday
• 4-Day Work Week available after successful completion of probation period (earned privilege program)
• Rotational on-call responsibilities
• Flexibility required for occasional evenings, weekends, and statutory holidays as business needs dictate
• Time in lieu provided where extended hours are warranted
• Occasional regional travel required (typically day trips, occasional overnight)

Compensation & Benefits Package

FSET offers a competitive compensation package and comprehensive benefits program designed to support your health, financial security, and professional growth:

• Competitive salary commensurate with experience
• Comprehensive health benefits including dental care, extended healthcare, and vision care
• Life insurance and disability insurance coverage
• Employee Assistance Program (EAP) for mental health and wellness support
• RRSP matching program to support your retirement planning
• Generous paid time off including vacation, personal days, and sick leave
• Professional development opportunities and paid educational training
• Industry certification support and reimbursement
• Career growth opportunities within a growing organization
• Four-day work week program (earned privilege after probation)
• Hybrid work flexibility with work-from-home days
• Supportive team environment with 100% Canadian-based colleagues

Why Join FSET?

FSET is more than just an MSP — we're a close-knit team dedicated to making a difference in the communities we serve.

When you join FSET, you become part of a company that:

• Is Great Place to Work Certified (every year since 2022) and recognized among Canada's Top 25 Best Workplaces (Under 100 Employees)
• Values work-life balance through our four-day work week program and hybrid work model
• Invests in employee growth through continuous training, certifications, and advancement opportunities
• Serves meaningful clients including law enforcement, healthcare, and municipal organizations across Canada
• Maintains ISO 27001:2022 certification, demonstrating our commitment to information security excellence
• Has been a trusted technology partner in Northwestern Ontario since 1999
• Provides the tools, training, and support you need to excel in your role
• Fosters a collaborative culture where your contributions are valued and recognized