IT Support Engineer

At
KeyData Cyber,
we're shaping the future of identity security. Recognized by Gartner and KuppingerCole as a leading IAM professional services firm, we specialize exclusively in designing, deploying, and managing end-to-end Identity and Access Management programs for organizations across North America.

With 20 years of experience, 50M+ identities managed, and 1,000+ successful deployments, our team is our strongest asset and is built by design to help clients protect critical infrastructure, enable digital transformation, and ensure compliance with confidence.

We Deliver Comprehensive Solutions Across IAM Domains, Including

• Workforce IAM (Access Management, Identity Governance and Administration, Privileged Access Management)
• Consumer IAM (Identity Verification, Authentication and Access, Threat Detection) in highly regulated industries.

If you're ready to grow your career alongside some of the industry's best, come join us — you're key to our success

We are currently seeking an
IT Support Engineer (Secret Clearance)
to join KeyData's IT Team In this role, you will play a key part in delivering exceptional IT support and ensuring a seamless technology experience across the organization. You'll leverage your technical expertise, problem-solving skills, and customer-first mindset to efficiently resolve technical issues, maintain system reliability, and drive continuous improvement in IT operations.

Location:
Canada

Employment Type:
Full-time, Remote

To be eligible for this position, candidates must either hold or be eligible for Secret Clearance.
Key Responsibilities

• Troubleshoot and resolve IT issues efficiently, achieving high First Call Resolution (FCR) rates.
• Deliver excellent customer service through effective communication and empathy while supporting users across all levels, including C-level executives.
• Maintain high Customer Satisfaction (CSAT) scores by ensuring prompt response and resolution times.
• Proactively identify areas for improvement and implement solutions to enhance IT support services.
• Foster a culture of continuous learning, knowledge sharing, and improvement within the support team.
• Understand IT functions, policies, procedures, and expectations to resolve incidents and support the Service Desk.
• Identify, evaluate, and prioritize user incidents to ensure timely resolution within established SLAs.
• Work under minimal supervision to research, troubleshoot, and resolve trouble tickets.
• Stay up to date with the latest developments in technologies relevant to the role.
• Document processes, troubleshooting steps, and solutions in internal knowledge bases.
• Adhere to global and local IT policies, compliance requirements, and governance processes.
• Review customer agreements and provide guidance on compliance-related aspects when required.
• Provide general compliance support and assist with audit-related tasks.
• Maintain accurate and up-to-date hardware and software inventory records.
• Diagnose, troubleshoot, and repair computer systems, peripherals, and supported mobile devices.
• Administer user accounts, access rights, permissions, and group memberships across systems.
• Support basic identity lifecycle tasks, including onboarding/offboarding and SailPoint-related access activities.

Required Qualifications

• Knowledge or basic experience working with SailPoint (IdentityIQ or IdentityNow) — user access management, onboarding/offboarding, access reviews, or basic troubleshooting.

• Familiarity with SailPoint certifications such as:

• SailPoint Identity Security Leader

• SailPoint Identity Security Professional

• SailPoint IdentityIQ Associate

• 2–3 years of experience in IT Security and Service Desk operations supporting Mac and Windows environments.

• 2–3 years of hands-on IT systems experience including DNS, remote access, networking fundamentals, OS administration, profiles, policies, authentication, authorization, permissions, and encryption.
• Strong understanding of ITIL concepts and their application in IT operations.
• Ability to troubleshoot and resolve complex support issues efficiently.
• Basic knowledge of Unix/Linux commands (for log reviews or simple troubleshooting).
• Excellent communication, customer service, and collaboration skills.

Preferred Qualifications

• Active or in-progress SailPoint certification(s) — highly preferred.
• Familiarity with ITIL frameworks or structured IT service management processes.
• Exposure to identity lifecycle management or IAM workflows is an asset.

Why You'll Love Working Here
At KeyData Cyber, we put people first, valuing learning, growth, and work-life balance. We offer extensive opportunities to advance your career through leading digital identity projects across North America. Our culture is built on respect, inclusion, and equal opportunity for everyone.

Accessibility & Accommodations
If you require accommodation due to a disability at any time during the recruitment and/or assessment process, please contact
Talent Acquisition
, and we will make all reasonable efforts to accommodate your request.
Apply now to join the
KeyData Cyber
team and be part of our mission to secure the future of digital identity across North America