Lux Windows and Glass Ltd. was founded in 1969 with just five employees in a small shop in Calgary. Today, we operate out of a 105,000 sq. ft. state-of-the-art manufacturing facility and employ more than 300 engineers, installers, craftsmen, carpenters, and sales professionals.
As a family-owned business, our success has always been built on care, attention to detail, and an unwavering commitment to customer satisfaction - values that continue to guide everything we do.
Position Summary
You are a customer service and technical troubleshooting star!
We are looking for someone with excellent customer service skills to join our IT Service Desk team. Your primary role is to support users and resolve technical issues across the company. This covers a wide range of IT service tickets requiring both remote support and desk-side support expertise. As a mid-sized company, you will have exposure to many different technologies and opportunities to apply your skills beyond a typical IT Service Desk role. This is a perfect opportunity for someone looking to get rapid experience and wanting to grow into the next level of their IT career.
Responsibilities
- Deliver exceptional customer experiences to end users through active listening, problem-solving, root cause identification, timely service delivery, and follow-up.
- Prioritize issues based on severity and immediacy, communicating, and collaborating with team members to proactively solve problems and escalating issues as required.
- Provide technical support for hardware and software issues to employees at all levels of the organization including onsite staff and field staff.
- Diagnose hardware and software issues with a focus on root cause analysis. Document findings when appropriate and formulate the root cause fix to avoid similar issues from recurring.
- Resolve technical issues via phone, email, remote tools or in-person & deskside support.
- Provision and maintain IT Equipment including setup and tracking of hardware & software.
- Configure, maintain and update existing and new user profiles.
- Document relevant procedures and processes related to IT Service Desk, cloud administration, and cybersecurity administration.
- Stay current with emerging trends and technologies related to IT support, cloud computing, and cybersecurity.
Qualification and Skills
- Min 2-year diploma in a computer-related field that included practical hands-on experience.
- Maintain relevant industry certifications or be actively working towards them (Examples: A+, Microsoft certifications, Cisco, ITIL, etc.).
- 2–4 years of experience in an IT Service Desk & Desk-side Support environment.
- Ability to easily prioritize email requests, phone calls, and walk-ins and comfortable using IT service desk ticketing systems.
- Comfortable managing standard tier-2 escalations and escalating complex issues in a timely fashion.
- Proven problem solver and options generator.
- 2–4 years of experience installing, configuring, and troubleshooting hardware and software, with networking and virtualization fundamentals considered a strong asset.
- 2–4 years of working experience with one or more of the following:
- Office 365 and Azure services, Windows 11
- Mobile phones and telephone support
- Systems and applications designed for Microsoft OS, Intune, tools, and utilities.
- Patching, software distribution, and security baseline support.
- Service desk systems for monitoring, ticketing, and asset tracking.
- You love working on a team and helping teams accelerate forward with technology.
- You have a great personality and are ready for an opportunity to take on more responsibility and work independently.
- You have excellent customer service skills and are technically curious and solutions-focused.
- You possess strong troubleshooting skills and enjoy wearing multiple hats across a variety of technologies. You are creative, consider multiple options, and are open to new ideas.
Why Work for Lux Windows and Glass?
- Established & Respected Company – Over 50 years of industry leadership and innovation
- Family-Owned Culture – A supportive, respectful workplace where employees are valued
- Valuable Experience – Gain hands-on experience with a leading manufacturer and trusted brand
- Work-Life Balance – We support professional and personal well-being
- Competitive Compensation – Competitive wages, RRSP program, and comprehensive health and dental benefits
- Collaborative Team – Work alongside experienced professionals across multiple disciplines
Benefits:
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- RRSP match
Application question(s):
- This role is fully onsite and requires hands-on IT support on a manufacturing shop floor (including physically troubleshooting hardware). Are you comfortable performing this type of work daily?
- Are you able and willing to work onsite full-time in a hands-on IT support role?
- This role is primarily hands-on IT support with some exposure to infrastructure (not a primarily infrastructure or cloud engineering role). Does this align with your experience and interests?
Education:
Experience:
- IT Service Desk Support: 2 years (preferred)
Work Location: In person
