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.
Position Overview
We are seeking a client-focused IT Support Analyst to join our Managed Services team in Red Lake, Ontario. This is a permanent full-time hybrid position offering the flexibility of working from home while providing onsite technical support to clients throughout our community and regional service area. The ideal candidate possesses excellent communication skills, strong technical capabilities, and a professional demeanour, as you will be the face of FSET when supporting our valued clients.
This role is perfect for Service Desk professionals (2+ years experience) looking to advance their IT career with a company that values work-life balance, professional development, and long-term growth. Under the supervision of the Service Desk Manager, you will be instrumental in delivering exceptional technical support and maintaining the high standards our clients expect.
Work Environment & Location Requirements
This position requires you to be based in Red Lake, Ontario, with the flexibility to work from home when not required onsite. You will regularly visit client locations throughout Red Lake and travel within the region to support FSET clients as needed. A valid Class G driver's license and reliable transportation are essential for this role.
Key Responsibilities
- Provide technical support to end users both onsite at client locations and remotely, including desktops, laptops, VOIP phone systems, applications, and network devices
- Travel to client sites in Red Lake and northern service area to deliver hands-on technical support and project implementation
- Manage service support requests in accordance with Service Level Agreements (SLAs) and maintain excellent client communication throughout the resolution process
- Monitor, update, and maintain accurate documentation in the service ticketing system for all assigned tickets, locations, and projects
- Prepare and provide support documentation, user guides, and training sessions for end users and groups as needed
- Promote and strictly adhere to FSET information security policies, standards, and procedures in all client interactions
- Represent FSET professionally during all client engagements, maintaining a courteous, tactful, and service-oriented approach
- Collaborate effectively 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
- Strive for excellence in customer service in alignment with FSET values and expectations
Required Qualifications
- Graduate of a Certified IT/Technical Training Program and/or equivalent work experience
- Minimum 2+ years of experience in a similar IT support role, preferably in a Managed Services or Help Desk environment
- Thorough knowledge of Microsoft 365 Administration and Configuration
- Extensive knowledge of PC configuration and Microsoft networking environments
- Excellent working knowledge of Office 365 suite of applications
- Strong understanding of WAN solutions and communications infrastructure
- Extensive knowledge of the TCP/IP suite of network protocols
- Valid Class G driver's license with a clean driving record
- Must reside in or be willing to relocate to Red Lake, Ontario
- Bondable with a clear criminal record check and ability to obtain enhanced reliability security clearance
- Must be eligible to work in Canada
- Native/fluent English language skills (written and verbal); French is an asset but not required
Technical Skills & Competencies
- Experience with remote support tools and ticketing systems
- Ability to troubleshoot complex technical issues independently
- Knowledge of cybersecurity best practices and information security protocols
- Familiarity with backup and disaster recovery solutions
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 and responsibly 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 demeanor suitable for direct client interaction
- Commitment to maintaining strong customer service standards and building positive client relationships
- Flexibility to adapt to changing priorities and client needs
Preferred Qualifications (Assets)
- Microsoft M365 Certified: Fundamentals (MS-900)
- CompTIA Certified (Network+, Security+, Other)
- ITIL Foundation or other service management certifications
- Experience with Managed Services Provider (MSP) tools and methodologies
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
- Overtime opportunities available
- 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
- Career growth opportunities within a growing organization
- Industry certification support and reimbursement
- 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:
- 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
