Job Category

  • Service Delivery

Basic Function

A Service Desk – Systems Engineer is a technology specialist and is expected to have a working knowledge in client service, networking, storage, backup, common applications and cloud technologies. The Service Desk – Systems Engineer is responsible for supporting customer IT environments as per our client engagements and service agreements.

Principal Responsibilities

  • Keep up to date on technologies that are relevant to the role (network, cloud, infrastructure and applications)
  • Service Desk – System Engineers are expected to maintain a minimum of one major relevant certification active at all times.
  • Translate user needs into formal requirements
  • Document all aspects of work: standards, procedures, diagrams, credentials, configurations, correspondence and definitions
  • Work closely with IT project managers ensuring constant communications, raising issues and escalating as appropriate for the projects being working on and assisting to complete projects
  • Provide technical services and support for client infrastructure and applications
  • Work escalated support issues with third parties related to Microsoft’s core business solutions, WAN and LAN connectivity, routers, firewalls, security, and remote access solutions
  • Work with the technical account team to define projects, identify new products and solutions, and research solutions for existing clients
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Work with other staff team members to design and execute the technical implementations.
  • Provide configuration assistance to other solution deployment team members
  • Experience with consolidation, and migration projects.

Secondary responsibilities and requirements

  • Demonstrate strong analytical, troubleshooting and problem-solving skills
  • A proven track record of creating successful outcomes for customers, prospects, or clients using new technology
  • Working knowledge of AD integrated DNS and DHCP as well as layer 3 Networking concepts
  • Working knowledge of configuring site-to-site VPN
  • Working knowledge of Office 365 suite of applications (Exchange Online, Skype for Business, SharePoint, OneDrive)

Expectations for this position

  • Dedication to customer satisfaction and getting it right the first time
  • Strong learning aptitude and ability to learn new technologies independently
  • Ability to manage multiple priorities, commitments and projects
  • Self-motivated, guided, directed and passionate; ability to deliver without being asked more than once for a given task
  • Demonstrate a positive attitude towards change and ability to adapt
  • Excellent interpersonal skills and the ability to work in a team environment and interact with all levels of management as well vendors and customers
  • Excellent written and oral communication skills
  • Well-proven time management skills while remaining flexible in responding to changing company and/or client needs
  • Experience working in a consulting environment preferred
  • Ability to use incident tracking software

Preferred Technical Proficiencies

  • Hyper-V, vSphere, SQL, and Remote Desktop Services
  • Latest version of Exchange Server
  • Latest version Windows Server
  • WAN Technology (MPLS, VPLS, VPN)
  • Firewalls: WatchGuard, Fortinet, Cisco, SonicWALL
  • VPN connectivity troubleshooting and configuration (Cisco, OpenVPN, IPSec).
  • Security software such as Anti-virus, Anti-SPAM, Anti-Spyware, and other security related technologies
  • Azure Active Directory (AAD), Azure MFA and SSO Apps, AD synchronization (AAD Connect)
  • Datto Backup Technologies
  • Microsoft Intune
  • Microsoft Cloud App Security
  • Mobile Application Management (MAM); protection and app restrictions on for Outlook and Office mobile apps on various mobile devices
  • Mobile Device Management (MDM), Blackberry UEM, AirWatch and InTune
  • Rights Management Services (RMS) (AD)
  • Azure AD SSPR /Password Reset Portal Setup
  • Amazon Web Services
  • Exchange 2010/2013/2016/Online
  • SharePoint 2013/2016/Online
  • SQL 2012/2014/2016
  • Systems Center Configuration Manager
  • Systems Center Operations Manager
  • System Center Virtual Machine Manager
  • System Center Orchestrator
  • Windows Deployment Server (WDS) and Microsoft Deployment Toolkit (MDT)
  • Compete security technologies
  • Azure Multi-factor authentication server
  • Application compatibility testing

Qualifications

Canadian “Secret” clearance. A college diploma in computer science, or equivalent experience and 3+ years of progressively responsible experience in a similar role; working knowledge of Microsoft Azure, Office 365, virtualization technologies, networking protocols and related infrastructure.

Reporting

The Service Desk – Systems Engineer reports to the Director of Service Support. When working on project work, the System Engineer may report to a TAC or a Project Manager for the duration of the project. Ultimate prioritization of work or conflict resolution with regards to task loading will be resolved by the Director of Service Support.

Commitment

This role is a full-time responsibility

Application Form

  • Accepted file types: pdf.