Technical Operations Engineer

Engage People•Markham, ON

About The Position

The Technical Operations Engineer is responsible for assisting the Operations Management in maintenance, management and delivery of best-in-class technical and client support services. The Technical Operations Engineer acts as the primary support function for internal teams and external clients, resolving issues in person or with the support of the operations and development teams. The Technical Operations Engineer’s scope of responsibilities includes incident management and prioritization of tasks within the production systems and clients. The Technical Operations Engineer must be able to efficiently manage time and prioritize and/or escalate technical issues for a prompt closure.

Requirements

Bachelor's degree in Computer Science, Engineering, or a related discipline from an accredited institution.
One to two years of experience in a related role with end-user facing responsibilities.
Previous 1st line support experience or equivalent.
Previous experience working with ITSM systems and support tools.
Ability to describe technical solutions when communicating with other technologists.
Experience with PHP frameworks and familiar with modern Javascript frameworks (React, Vue, or Angular).
Understanding of AWS cloud services and concepts such as S3, EC2, ECS, Lambda, and VPC.
Understanding of MySQL database queries, shell scripting and Linux commands.
Good understanding of SOC2/PCI and other audit/compliance standards.
Exceptional interpersonal, presentation, written and verbal communication skills.
Detail-oriented with strong analytical and problem-solving skills.
Excellent prioritization, organizational, and multitasking skills.
Ability to adapt and navigate well through change.

Nice To Haves

Experience with software deployment, Docker, Git, Bitbucket is an asset.

Responsibilities

Manages ticket queues and incident escalations reported via the Engage ITSM and monitoring systems.
Assists in conducting root cause analyses for incidents and proposing preventive measures.
Performs daily prioritization tasks, ensuring the right things are being worked on.
Acts as the first point of contact for customers (internal and external) seeking technical assistance.
Qualifies and documents problems raised by customers, including reproduction steps and investigation notes.
Takes ownership of support issues and seeks closure while ensuring all relevant support procedures are followed to client satisfaction, Operational processes and Compliance.
Escalates complex incidents to the relevant internal or external support team.
Provides advice to customers on systems, products and services which are available to them.
Maintains sound understanding of Engage products and the impact of any failure/problems.
Handles support of service requests which relate to all technology including workstations, servers, printers, networks, and vendor specific hardware and software.
Performs installation configuration and deployment of new and existing software in line with defined procedures.
Participates in an out of hours support schedule.
Supports the Applications Engineers by driving assigned Level 2 tickets to resolution.
Performs other related duties as required.