Technology Support Engineer I

Reporting to the Manager, Systems & Technology, the Technology Support Engineer will learn to grow, and contribute as part of a highly competent global team, supporting a leading-edge mixed cloud and on-premises environment. This role is accountable for maintaining the cloud applications and platforms as well as on-premises infrastructure for the organization. This role is responsible for identifying and resolving any issues in the domain delivering an excellent end-user experience.
This role will be based in Zafin Toronto office supporting Global IT operations.

What will you do?

• Perform implementation, administration and support responsibilities for cloud applications,
  
  • platforms and systems including, but not limited to the below :
  • Microsoft 365
  • Microsoft Azure cloud
  • Microsoft End Point management / Intune
  • Windows and Linux technology stack
  • Active Directory
  • Atlassian products – Jira, Confluence
  • Network Administration (routers, firewalls, switches)
  • Security Patching & Vulnerability management 
  • Backups and Restores
  • Maintain security, backup, and redundancy strategies
  • Provisioning of end users devices 
  • Software distribution
  • Upgrades, repairs, and preventive maintenance on IT equipments
  • System security
• Provide Help Desk support, including:
  • Provide support to end users experiencing hardware, software, and networking issues 
    on-site or via remote-access systems.
  • Incident response and service request management
  • Research, diagnose, troubleshoot and identify solutions to resolve system issues
  • Collaborate well with stakeholders across the globe and within the team to ensure 
    time-bound resolution of issues and service requests
  • Follow standard procedures for proper escalation of unresolved issues to the 
    appropriate internal teams
  • Ensure proper recording, documentation, and closure of support tickets as per IT 
    Service Management standards, adhering to SLA’s
• Adhere to established Change Management process standards
• Participate in Team Meetings, Project Sprints, and other collaborations.
• Work on complex technical projects in an Agile environment.
• End user training for employees
• Prepare user documentation, procedures, and relevant training materials.
• Assist in statistical data capture of key metrics for IT reporting
• Research and report on new technologies that would help the organization to meet new and 
  ever-changing business goals and requirements.
• Proactive issue remediation and service mindset to maintain excellent end user experience

What do you need to succeed?

• Degree in Computer Science, Engineering or equivalent
• 1-3 years of proven working experience in the field of IT administration
• This is a 100% in-office role. The selected candidate must work from the office every business 
  day. Remote or hybrid work arrangements are not available for this role.
• Sound knowledge in cloud concepts and working experience in at least one cloud platform, 
  preferably Microsoft Azure
• Experience in administering Microsoft 365 suite of applications
• Solid experience with Infrastructure components (Compute, Storage, Networking, 
  virtualization)
• Familiarity with Atlassian Jira and Confluence
• Excellent troubleshooting skills with experience in issue triaging and resolution as per ITSM 
  standards
• Must demonstrate excellent written and verbal communication abilities, with the confidence 
  to engage clearly and respectfully across all levels of the organization
• Strong collaboration skills are essential. This role will involve working closely with our global 
  team, particularly with senior leaders across various functions.
• Ability to build trusted relationships and manage diverse stakeholder expectations
• A genuine passion for technology
• A love for helping people and solving problems
• An instinct to communicate and collaborate with others
• A desire to work hard, learn, and grow
• Ability to multi-task with strong attention to detail and follow-up skills
• Strong work ethic and flexible to take on varied responsibilities
• Relevant certifications in Microsoft 365 technologies, Microsoft Azure and Cloud Security

Nice-to-have: 

• Experience working with large enterprise IT environment
• Experience with automation software
• Experience with IaC (Infrastructure as Code) deployment
• Experience with Containers (Docker / Kubernetes)
• Scripting skills
• Advanced knowledge on information security
• Certifications : 
  
  • AZ-900: Microsoft Azure Fundamentals
  • MS-900: Microsoft 365 Fundamentals
  • MD-102 - Endpoint Administrator
  • SC-200: Microsoft Security Operations Analyst