We are looking for a capable and self-motivated Internal IT Support Analyst to take responsibility for delivering day-to-day internal IT support at Eclipsys, the Canadian subsidiary of DSP Group. This mid-level role will provide hands-on technical support to end users, manage local IT assets, and help maintain core systems and infrastructure in line with guidance from the Group IT team, based in the UK.

The successful candidate will be the first point of contact for IT support at the Ottawa office, supporting users with hardware, software, and cloud-based tools such as Microsoft 365. In addition, they will be responsible for system administration, device provisioning, user onboarding/offboarding, and assisting with network and security-related tasks.

Reporting into the Group IT function, the role offers a unique opportunity to work across both local and international IT environments. The post-holder will contribute to the integration and standardisation of systems, processes, and policies across the wider DSP Group, while maintaining operational continuity at a local level.

About You

Experience : 4+ years of experience in a hands-on IT support role.

Leadership Experience:

• Experience working independently and taking ownership of local IT operations
• Ability to act as the main point of contact for IT support in a satellite office
• Exposure to communicating with non-technical stakeholders and escalating complex issues appropriately

Technical Skills :

• Proficiency in Microsoft 365 administration, including Exchange Online, Teams, and SharePoint
• Experience with endpoint protection and patching tools
• Basic troubleshooting of network connectivity issues, including LAN/Wi-Fi and printers
• Experience managing user accounts and access within Microsoft 365 and Azure AD
• Hands-on experience with Azure services including Virtual Machines, basic networking, and role-based access control (RBAC)

Preferred Qualifications:

• Certifications: CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate or Azure Fundamentals (AZ-900)
• Exposure to Azure AD and administration of virtualised infrastructure in Azure

While experience and skills, as detailed above, are important, DSP’s focus on high-quality services and original thinking means we place as much emphasis on candidates’ personal qualities and soft skills. The successful candidate must be able to demonstrate the following skills, and strengths in these areas will be taken into account if there are gaps in professional skills:

• Excellent organisational skills.
• Customer focused attitude.
• Drive and determination to get the job done correctly.
• Excellent communication and team working skills.
• Willingness to develop better and more intuitive ways of working.
• Strong attention to detail with a desire and ability to work accurately.
• The ability to work under pressure and plan, manage and deliver multiple simultaneous activities. This will include good time management skills.
• Desire to help improve current processes.

Role & Responsibilities

End-User Support :

• Provide 1st and 2nd line IT support to staff based at the Eclipsys office and remote users where required
• Troubleshoot hardware and software issues across Windows and macOS devices
• Support users with Microsoft 365 applications, including Outlook, Teams, SharePoint, and OneDrive
• Manage user onboarding/offboarding and account administration processes

Device & Asset Management :

• Provision, configure, and maintain company laptops and peripheral equipment
• Maintain accurate records of IT assets using asset management tools
• Manage spare equipment stock and coordinate hardware repairs or replacements

System Administration :

• Perform administration tasks in Office 365, Azure AD, and other SaaS platforms
• Assist with patch management and updates using tools such as ESET Cloud Protect
• Maintain group policies, security settings, and access permissions in line with Group IT guidance
• Support administration of core Azure services, including VM management, networking configurations (e.g. NSGs, VPN), and RBAC for secure access

Network & Infrastructure Support :

• Monitor and support the local office network, including firewall, wireless access points, and connectivity issues
• Liaise with third-party vendors or Group IT for complex network or infrastructure escalations
• Ensure physical network equipment is maintained and operational

Security & Compliance :

• Support implementation of DSP Group cybersecurity policies at the local level
• Assist with endpoint protection and vulnerability monitoring
• Report incidents and participate in remediation efforts in line with Group IT processes

Process & Documentation :

• Maintain local IT documentation, including user guides, device inventories, and network configurations
• Contribute to the development and adoption of standardised IT processes and procedures
• Identify areas for improvement and provide feedback to Group IT for ongoing service development

Stakeholder Support :

• Act as the main point of contact for local IT queries at Eclipsys
• Work closely with the UK-based Group IT team to ensure consistent support and governance
• Provide regular status updates and raise any risks or service issues proactively

Key Success Criteria

The successful candidate will ensure the delivery of consistent, high-quality IT support to Eclipsys staff, maintaining day-to-day operational stability and acting as the first point of contact for local technical issues. A key measure of success will be the ability to resolve incidents efficiently, support users confidently across both Windows and macOS environments, and uphold the availability of essential systems and services.

In addition to operational responsibilities, the candidate will contribute to the gradual alignment of Eclipsys’s IT practices with DSP Group’s governance model. Success will be reflected in the accurate maintenance of asset records, adherence to security protocols, and effective collaboration with the UK-based Group IT team. A proactive approach to improving processes, managing documentation, and supporting compliance initiatives will be expected.

Strong communication, initiative, and ownership will be essential. The ability to work independently while remaining closely connected to a wider IT team across time zones will determine long-term impact in the role. A professional, user-focused mindset, coupled with a willingness to learn and adapt, will be critical to the success of this position.

Company Overview

DSP offers award-winning IT consultancy and managed services for Oracle, Microsoft and Google technologies. We specialise particularly in data platform management, application development, engineered systems and Cloud, with a strong presence specifically in Oracle SQL Server, APEX, Azure and GCP. We are a leading technology partner in the UK and have been recognised for that by our technology partners and industry through a wide range of awards and accolades.

Our mission is to be the most responsive service provider in the sphere of enterprise database management, regardless of platform, geography, and cloud infrastructure. We will harness the passion of our people and have the courage to challenge traditional methods of service delivery, pursuing customer happiness at all times.

We strive to hire the best people who are aligned to our core values of;

• Excellence: We are committed to giving our best in everything we do and aspire to be exceptional.
• Responsiveness: We are quick to respond to our colleagues' and customers’ needs.
• Passion and fun: We are passionate about what we do and believe that work should be both fun and fulfilling.
• Respect: We act with honesty and treat employees, customers and partners with mutual respect and promote inclusive working practices.
• Continuous Improvement: We have the courage to innovate and embrace new ideas.

Eclipsys, a DSP Company, is a leading information technology company specializing in data management, cloud, engineered systems and data analytics. For more on how Eclipsys is solving our customer’s business problems, our working culture and open positions: https://eclipsys.ca/

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.