Technology Support Engineer II

Zafin•Toronto, ON

1d•CA$70,000 - CA$85,000•Onsite

About The Position

As a Technology Support Engineer within the Technology Group, you will learn, 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 the Zafin Toronto office, supporting Global IT operations. This role reports to the Manager, Systems and Technology.

Requirements

Degree in Computer Science, Engineering or equivalent.
3-5 years of proven working experience in the field of IT administration.
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).
Solid understanding of networking concepts and strong hands-on experience administering and troubleshooting enterprise network infrastructure.
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 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.
Proactive Mindset for Continuous Improvement.
Relevant certifications in Microsoft 365 technologies.
AZ-900: Microsoft Azure Fundamentals.
MS-900: Microsoft 365 Fundamentals.

Nice To Haves

Experience working with large enterprise IT environment.
Mindset oriented toward automation - eager to explore tools, scripts, or techniques that can increase efficiency in everyday IT operations.
SC-900: Microsoft Security, Compliance, and Identity Fundamentals.
MD-102 - Endpoint Administrator.

Responsibilities

Perform implementation, administration, and support responsibilities for cloud applications, platforms, and systems including Microsoft 365, Microsoft Azure cloud, Microsoft Defender, Microsoft End Point management / Intune, Windows, MacOS and Linux technology stack, Azure Entra ID, Atlassian products (Jira, Confluence), Network Administration (routers, firewalls, switches), Security Patching & Vulnerability management.
Maintain security, backup, and redundancy strategies.
Provisioning of end user devices.
Software distribution.
Upgrades, repairs, and preventive maintenance on IT equipment.
System security.
Provide Help Desk support, including support to end users experiencing hardware, software, and network issues on-site or via remote-access systems.
Incident response and service request management.
Research, diagnose, troubleshoot, and identify solutions to resolve issues.
Collaborate 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 SLAs.
Adhere to established Change Management process standards.
Participate in Team Meetings, Project Sprints, and other collaborations.
Work on 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 meet new and ever-changing business goals and requirements.
Proactive issue remediation and service mindset to maintain excellent end user experience.