Job Title

Company DescriptionSmartLayer is an independent computing and technology consulting company based in Calgary, specializing in delivering tailored and high-quality services to small-to-medium-sized enterprises. Our offerings include IT consulting, managed services, systems integration, and Cloud implementation, among other vital technology solutions. With SmartLayer Labs, our in-house development team, we provide software consulting and create custom programming for tracking data, automating processes, and designing bespoke web interfaces. Our mission is to deliver stable, practical, and effective technology solutions that meet the unique needs of your business.Role DescriptionThis is a full-time, on-site role for an Information Technology Analyst located in Chandigarh, India. The Information Technology Analyst will be responsible for analyzing technical requirements, providing technical support, troubleshooting system and network issues, and implementing and maintaining IT solutions. The role also involves documenting processes, communicating technical information effectively, and collaborating with team members to ensure seamless IT operations.Primary DutiesHandle and resolve L1/L2 support issues across Microsoft 365, Windows desktops, basic Windows Server/AD, networking, printers, peripherals, and endpoint management.Troubleshoot user issues end-to-end, including workstations, email, Teams, OneDrive, VPN access, and common business applications.Escalate issues appropriately where required, while ensuring proper troubleshooting and documentation is completed before handoff.Assist with project implementation work including workstation deployments, onboarding/offboarding, software rollouts, hardware replacements.Maintain strong ticket hygiene, including detailed notes, accurate time entries, and proper documentation of work completed.Follow established runbooks, standards, and procedures while identifying opportunities for operational improvement.Collaborate with offshore teams to coordinate task execution, maintain communication, and ensure support quality remains consistent.Communicate clearly with clients by providing updates, managing expectations, and maintaining a professional and service-oriented approach.Participate in after-hours or as required to meet client demands.Qualifications3–5 years of experience in IT support / systems supportPost-secondary education in IT (or equivalent experience)Strong troubleshooting and customer-facing support experienceStrong knowledge of:Microsoft 365 / Entra ID (user administration, Outlook, Teams, OneDrive, SharePoint, MFA basics)Windows 10/11 support and troubleshootingWindows Server + Active Directory fundamentals (user accounts, groups, password resets, GPO awareness, DNS/DHCP basics, file shares)Networking fundamentals (TCP/IP, DNS, DHCP, VPN, wireless, basic switch/firewall troubleshooting)Endpoint troubleshooting including printers, laptops, desktops, and software/peripheral issuesBasic backup and recovery conceptsStrong documentation, communication, and customer service skillsNice-to-have (strong assets):Intune / endpoint managementBasic PowerShell knowledgeVMware and/or Hyper-V exposureBackup tooling exposure (e.g. Veeam)Firewall and security appliance exposureExperience in an MSP environmentVendor certifications (Microsoft, CompTIA, or equivalent)What we value: Dependability, professionalism, strong troubleshooting ability, good communication, and a consistent focus on doing things properly.Additional pay:Bonus pay