Associate Systems Engineer

GroupHEALTH Benefit Solutions•Winnipeg, MB

38d•Hybrid

About The Position

The Associate System Engineer (SE) will be supporting the day-to-day IT operations environment primarily focusing on tier 1-2 technical support for GroupStrength based in Winnipeg and extending to the Family of Companies across Canada. Additional responsibilities could include supporting systems and applications on-premises, cloud, SaaS. Reporting directly to the Supervisor, IT Operations and working with the rest of the team to support uniform solutions that meet our business objectives. This role will be hybrid working a few days in the Winnipeg office each week.

Requirements

Certificate or Diploma in a related field or equivalent industry experience
1-3 years’ experience in a similar role as a tier 1/2 support
Experience with Office 365 Administration (tenant, Exchange, SharePoint, OneDrive, Teams)
Experience with VOIP telephony specifically Ring Central and MS Teams
Experience with Active Directory (including Azure AD), Intune, Group Policy.
Ability to work both independently and in a team environment
Experience troubleshooting connectivity TCP/IP, DNS, client VPN and tools such as ping, nslookup, etc.

Nice To Haves

JIRA Service desk experience a plus
Experience with scripting and automation tools such as PowerShell, ManageEngine experience is a plus
Information Technology Infrastructure Library (ITIL) knowledge and experience a plus
Experience from hospitality industry is an asset as it aligns with customer experience expectations we strive to provide

Responsibilities

Maintain, manage and prioritize Help Desk queues and tasks
Provide 1st, 2nd level support to on and off-site employees, including onboarding and offboarding of full-time, employees.
Communicate effectively with end users and stakeholders – status updates, next steps, confirmation of issue resolution etc.
Maintain complete documentation of work done/steps taken within tickets for historical reference or escalation purposes.
Manage/update, monitor inventory of IT assets, ensuring accurate and up-to-date records
Receive, ship, and manage the logistics of equipment, ensuring timely and secure delivery to designated locations
Liaise with vendors and other IT personnel for incident resolution
Participate in proactively in monitoring the health of overall IT environment including on-premise, cloud, disaster recovery,
Install, configure, test and maintain operating systems, application software and system management tools when needed
As needed, ability to research and find possible solutions to issues based on vendor documentation, help forums, knowledge bases (Microsoft etc.)
Support on-call for afterhours requirements as needed
Occasional evening and weekend and travel required when necessary