Infrastructure & Application Support Engineer - Burnaby, BC

6 days ago

Burnaby, British Columbia, Canada Specsavers Full time

Infrastructure & Application Support Engineer

Join our team at Specsavers, a purpose-driven organization committed to changing lives through better sight. As a certified Great Place to Work, we take pride in our optometrist-owned and -led business model, providing quality eyecare and affordable eyewear to Canadians across the country.

About the Role

We are seeking an experienced Infrastructure & Application Support Engineer to join our Technical Operations team. The successful candidate will have a background in IT Infrastructure and Security with exposure at the enterprise level.

Key Responsibilities
  • Act as a point of contact for escalated tickets from the Service Desk
  • Update tickets within the ITSM
  • Administer, maintain, and be a point of escalation for Networking and Cloud platforms in Canada
  • Collaborate with functional partners in the UK & Australia for technology changes and implementations
  • Engage with third-party support to resolve difficult problems and act on change requests
  • Prioritize & troubleshoot issues either in person or using remote control software
  • Remediate software patches, updates, and upgrades
  • Manage restricted access to on-site networking for third parties
  • Monitor, maintain, and configure alerting systems
  • Engage in root cause troubleshooting for Core Applications in Distribution Centers, Support offices, and Retail stores
  • Administration, maintenance, and troubleshooting of hardware and network production systems
  • Utilize network performance monitoring tools to isolate and find the root cause of issues
  • Administer servers when necessary & coordinate with contracted vendors
  • Support IT hardware (PC, Network, Printers, Telephony, Storage)
  • Working collaboratively on Cross-functional projects end to end
  • Maintain inventory tracking and control of hardware and software
  • Create and maintain project and network-related documentation as required
  • Maintain (and create where needed) documentation on user processes, hardware, and software
  • Provide high-level technical explanations for outages
  • Communicate with all levels of the organization
  • Provide solution-based technical demonstrations to stakeholders
Requirements
  • 3+ years of experience providing technical support in an Enterprise IT environment
  • 3+ years of experience providing 3rd line technical support for Core Applications & networking
  • 3+ years of experience with databases, networks (LAN, WAN), and SaaS programs
  • 3+ years of experience in setting up and configuring Core Applications and networking
  • 3+ years of experience providing technical support for servers, switches, structured cabling
  • 3+ years of experience in supporting Meraki, Azure, Cisco VOIP, Office 365, and Splunk
  • 3+ years of experience in supporting security products such as Firewalls, SIEM and EDR
  • High level of accuracy and attention to detail
  • Effective organizational skills
  • Exceptional time management skills
  • Ability to exercise diplomacy and discretion and to handle highly confidential information appropriately
  • Ability to work effectively with an off-site/remote workforce including vendors
  • Familiarity with cloud network hardware infrastructure such as Cisco & Meraki
  • Good knowledge of cloud technology (Office 365, Azure)
  • Good exposure to MDM systems such as Intune / JAMF
  • Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
  • Configuring connectivity between on-site and cloud infrastructure
  • Basic skills with VOIP technology including SIP & QoS
  • Ability to configure, manage, and maintain security products
  • Basic knowledge of servers, networking, and storage for troubleshooting purposes
Nice to Have
  • Knowledge and working experience of ISO 27001, NIST, and PCI Compliance
  • Previous experience with Supply Chain and/or Retail Technology
What We Offer
  • Generous vacation allotment and 1 paid volunteer day
  • 1 extra paid day off and an eyecare voucher on your birthday
  • RRSP matching
  • Quarterly performance bonus
  • Healthcare spending account
  • Health and dental benefits effective on your first day
  • Team and company social events
Behaviours We Value
  • Collaborative: We work together as one Specsavers to deliver our purpose
  • Curious: We question, explore, and seek out diverse perspectives to develop our knowledge and understanding
  • Courageous: We challenge the status quo, we experiment with good ideas, and we are brave, bold, and fast in our decision making
  • Compassionate: We care, support, and help each other
  • Commercial: We treat money wisely and make decisions that are good for our customers, our partners, our people, and good for the long term
Our Hybrid Work Model

Be part of the dynamic culture Our workplace thrives on a hybrid model, combining in-office collaboration and flexibility. Join us in office, three days a week to contribute, connect and excel in our vibrant environment.

Equal Opportunity Employer

At Specsavers, we are committed to fostering a diverse and inclusive workplace. We believe that a diverse team enriches our work environment and enables us to achieve our goals. We are an equal opportunity employer and encourage candidates of all backgrounds and abilities to apply.

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