VUE IT INC is an innovative information technology company based in Calgary, Alberta, Canada. We specialize in providing tech solutions to clients, specifically in the veterinary healthcare field. Our fresh approach allows us to cater to the unique needs of our clients, ensuring they receive top-notch IT support. We aim to maintain high standards of excellence and dedication to client satisfaction.
Role Overview
We’re hiring an Entry to Mid-Level IT Help Desk Technician to support end users with hardware, software, and network issues. You’ll be the first line of support, handling tickets, troubleshooting incidents, and escalating when needed. This role is ideal for someone with a strong technical foundation and a passion for helping people.
Key Responsibilities
Provide Tier 1–2 support via ticketing system, phone, chat, and email
Troubleshoot and resolve issues with Windows/macOS, laptops/desktops, printers, peripherals, and mobile devices
Perform account administration (password resets, access requests, basic AD/Azure AD tasks)
Set up, image, and deploy endpoints; maintain inventory and asset records
Configure basic network settings on endpoints; triage connectivity issues (Wi‑Fi, DNS, VPN)
Assist with Fortinet-related Tier 1 tasks (e.g., VPN user setup, basic firewall policy checks, troubleshooting FortiClient connectivity) under guidance
Support Windows Server basics (user/group management, file/print services, basic GPO checks) and escalated advanced issues
Document solutions and update knowledge base articles/runbooks
Escalate complex incidents to senior engineers per SOPs and SLAs
Assist with patching, antivirus/EDR checks, and routine maintenance
Participate in onboarding/offboarding and occasional after-hours support as needed
Required Qualifications
Undergraduate degree in Networking or Systems (or equivalent post-secondary education in IT)
1–3 years of help desk/IT support experience (internships/co-ops count)
Solid troubleshooting skills across Windows 10/11, basic macOS, and common business apps
Fundamental networking knowledge: TCP/IP, DHCP/DNS, VLANs, VPN basics, Wi‑Fi
Exposure to Fortinet products such as FortiGate, FortiAP, and FortiClient (e.g., user VPN setup, reading basic logs, understanding security policies) is essential
Working knowledge of Windows Server (Active Directory, file/print services, basic GPO concepts)
Experience with ticketing systems and remote support tools
Strong customer service, communication, and documentation skills
In-depth knowledge of Veeam Backup & Replication is required.
Solid understanding of VoIP systems, including 3CX, NetSapiens, Asterisk, and Avaya.
Nice to Have
Certifications: CompTIA A+ or Network+, Fortinet NSE 1–3, ITIL Foundation
Experience with Azure AD/Entra ID, Intune/MDM, and basic scripting (PowerShell)
M365 admin exposure (Exchange/Teams/SharePoint) or Google Workspace admin
Experience in an MSP or multi-client environment
Work Conditions
Entry to Mid-level role; full-time
Onsite
Standard business hours with rotating after-hours/on-call for priority incidents
What We Offer
Growth path toward Systems/Network Administration or Field Engineering
Support for certifications (including Fortinet NSE track and Microsoft) and ongoing training
Collaborative team and clear processes/SOPs
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