IT Support Services (Contract)

Job Description

<p><b>IT SUPPORT SERVICES (CONTRACT POSITION)</b></p><p><br></p><p><b>About Juno Engineering Canada</b></p><p><br></p><p>For over 40 years, <b>Juno Engineering Canada</b> has been at the forefront of delivering innovative, sustainable Electrical, Instrumentation and Controls engineering solutions across the energy and infrastructure sectors. Our people-driven approach-centered on collaboration, continuous improvement, and a commitment to excellence-ensures that every project not only meets but exceeds expectations. We are dedicated to building a diverse, inclusive environment where every team member is empowered to contribute to our collective success.</p><p><br></p><p><b>Position Overview</b></p><p><br></p><p>Juno Engineering Canada is seeking a skilled <b>IT Support Services Contractor</b> to support, maintain, and enhance our IT infrastructure, cybersecurity posture, cloud services, and workstation environments in our office in downtown Calgary. This role is responsible for delivering high-quality technical support to internal users, managing critical systems, and ensuring secure and reliable IT operations. </p><p><br></p><p><b>Key Responsibilities</b></p><p><br></p><p><b>IT Infrastructure Management & System Administration</b></p><p><br></p><ul><li>Manage and maintain servers (on-premises and cloud), desktops, laptops, and network devices (switches, routers, access points, firewalls).</li><li>Administer user accounts, permissions, policies, and group access.</li><li>Support VPN configuration, connectivity, troubleshooting, and user provisioning.</li><li>Coordinate printer support, configuration, deployment, and vendor liaison.</li><li>Perform software and hardware upgrades across all endpoints and infrastructure.</li><li>Install, relocate, and configure workstations at corporate office and remote locations as and when needed.</li><li>Procure and deploy peripherals and replacement equipment.</li></ul><p><br></p><p><b>On-boarding & Off-boarding</b></p><p><br></p><ul><li>Prepare and configure accounts, licenses, hardware, and access for the new hires.</li><li>Securely decommission accounts and devices during employee off-boarding.</li></ul><p><br></p><p><b>Service Desk Support</b></p><p><br></p><ul><li>Procure an IT Support Services vendor who can provide Level 1, 2, and 3 support help desk on pay-as-you-go basis.</li><li>Manage the IT Support Services vendor such that the incident response SLAs are adhered to in the most cost-effective manner:</li><li>Low Priority - response within 8 business hours</li><li>Medium Priority - response within 4 business hours</li><li>High Priority - response within 30 minutes (critical impact)</li><li>Maintain 99.9% uptime of critical systems excluding external factors outside of reasonable control.</li></ul><p><br></p><p><b>Network & Security Management</b></p><p><br></p><ul><li>Monitor and maintain security infrastructure including anti-virus, anti-malware, ransomware protection, and email filtering solutions.</li><li>Conduct security patching, firmware updates, vulnerability assessments, and firewall administration.</li><li>Support SOC functions including 24/7 digital threat monitoring and XDR solutions.</li><li>Coordinate annual and bi-annual security audits and provide reporting.</li><li>Deliver phishing and security awareness training to staff.</li><li>Oversee ISP performance, outage liaison, and escalation.</li><li>Manage password policy enforcement and user administration.</li></ul><p><br></p><p><b>Cloud Services</b></p><p><br></p><ul><li>Manage Microsoft 365 services, including Exchange Online email, Microsoft Teams, SharePoint Online, and OneDrive for Business.</li><li>Administer identity management, conditional access policies, device compliance, and Defender for Office 365.</li><li>Support data governance, retention, and compliance configurations within the Security & Compliance Center.</li></ul><p><br></p><p><b>Backup & Disaster Recovery</b></p><p><br></p><ul><li>Manage daily, weekly, and monthly backup cycles with redundant storage locations.</li><li>Conduct disaster recovery testing, documentation, and continuous improvement of recovery plans.</li></ul><p><br></p><p><b>Consulting, IT Strategy & Projects</b></p><p><br></p><ul><li>Provide IT strategic guidance, road-mapping, and technology life-cycle planning.</li><li>Assist with regulatory or compliance requirements and reporting.</li><li>Support budgeting forecasts for IT hardware, software, and licensing.</li><li>Vendor management and procurement analysis.</li><li>Deliver projects under a formal Statement of Work including scope, schedule, resources, change management, and reporting.</li></ul><p><br></p><p><b>Success Attributes</b></p><p><br></p><p>Your success in this role will depend on your ability to:</p><p><br></p><ul><li>Demonstrate strong interpersonal skills with an emphasis on active listening, communication, and user rapport-building.</li><li>Communicate technical concepts clearly to vendors and to internal stakeholders.</li><li>Balance cost and service quality in IT support services.</li><li>Adapt to evolving IT support service priorities of the organization.</li><li>Commitment to representing the IT department professionally and positively in all business interactions.</li></ul><p><br></p><p><b>Requirements</b></p><p><br></p><p><b>Education & Credentials</b></p><p><br></p><ul><li>Bachelors in IT or in Computer Science or Diploma in IT.</li></ul><p><br></p><p><b>Experience:</b></p><p><br></p><ul><li>Minimum 10 years of IT support experience, including 3 years in a leadership role.</li><li>Prior experience in providing emergency support and in handling escalations </li><li>Experience in working as a vendor liaison</li><li>Experience with user training and documentation</li><li>Experience in execution and delivery of complex IT projects</li><li>Experience in working as a contractor/service provider role with minimal or no supervision</li><li>Additional experience with server virtualization/cloud servers and in supporting engineering software tools is a plus.</li></ul><p><br></p><p><b>Location & Travel</b></p><p><br></p><ul><li>Based in downtown Calgary, Alberta </li><li>Little to no travel is required</li></ul><p><br></p><p><b>Contract Terms </b></p><p><br></p><ul><li>Part-time/casual contract role with flexible term (e.g., 6-12 months, potential renewal)</li><li>Must be available for on-site support at our office in Calgary when required</li><li>Standard business hours with emergency support for after-hours incidents as needed</li></ul><p></p>