L3 Service Desk Contractor – Infrastructure Operations & Escalation Specialist

Symbiotic Digital • Calgary, AB

127d • Onsite

About The Position

This role serves as the dedicated operational bridge between the Service Desk and Infrastructure teams. The resource will own and actively work Infrastructure‑assigned tickets and requests received via the Infrastructure queue, which fall outside standard Service Desk Analyst access. The role is responsible for timely triage, resolution, escalation, and client communication, and is execution‑focused and queue‑driven—critical to maintaining SLA performance and service stability.

Requirements

• Demonstrated L3‑level experience supporting enterprise IT infrastructure operations
• Proven experience owning and managing ITSM queues and tickets
• Hands‑on experience in Virtualization environment administration (e.g., VMware ESXi, Hyper‑V)
• Experience supporting IT system backups administration (backup/restore operations and related troubleshooting)
• Strong experience working with Microsoft 365 Global Administration (tenant-level administration and service management)
• Hands‑on experience using Windows Server OS administration (server administration and operational support)
• Strong troubleshooting experience across identity and access management (Active Directory, Azure/Entra ID, Exchange, MFA)
• Experience resolving Microsoft 365 issues, including OneDrive, SharePoint, Teams, and licensing
• Experience in Exchange Online administration, SharePoint Online administration
• Proven experience with Microsoft Azure administration
• Hands‑on experience troubleshooting network‑related issues (connectivity, Wi‑Fi, ports, printers, outages, degradation)
• Ability to engage clients directly for live troubleshooting and provide clear, professional updates
• Strong ticket documentation experience using an ITSM tool (e.g., Ivanti, ServiceNow)
• Sound knowledge of cybersecurity principles, including secure system administration practices, access control, data protection, incident awareness, and adherence to organizational security policies.
• Excellent customer service skills
• Strong verbal and written communication skills
• Availability to work on‑site in Calgary, five days per week
• Government of Canada Reliability Status (or clear eligibility to obtain one)

Nice To Haves

• Experience working in environments with defined ITIL‑aligned escalation and change processes
• Exposure to backup and restore operations (file servers, OneDrive, SharePoint)
• Experience supporting outage response, maintenance windows, or operational scrums
• Familiarity with PowerShell for access management or troubleshooting tasks
• Ability to contribute fixes and procedures to Knowledge Base articles or provide guidance to Service Desk Analysts
• CompTIA A+ certification, or equivalent experience, indicating solid foundational knowledge of computer hardware, operating systems, and technical troubleshooting
• CompTIA Network+ certification, or equivalent experience, demonstrating understanding of networking concepts, connectivity, and network troubleshooting
• CompTIA Security+ certification, or equivalent experience, demonstrating knowledge of core security principles, risk management, and secure system administration practices

Responsibilities

• Own and actively work Infrastructure‑assigned tickets and requests received via the Infrastructure queue.
• Perform timely triage, resolution, escalation, and client communication for infrastructure tickets.
• Maintain SLA performance and service stability.
• Engage clients directly for live troubleshooting and provide clear, professional updates.
• Document tickets thoroughly using an ITSM tool.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed