Senior IT Support Engineer

Mirlin Technologies is an emerging leading provider of SaaS software solutions and Services in Fleet Management and Maintenance. Our solutions deliver unrivaled insights, robust technology, and comprehensive expertise that fuel customers’ success during every phase of the asset and equipment lifecycle. Our solutions are unrivaled in the industry and represent a unique opportunity to reshape how technology is utilized in a vast industry. The Senior IT Support Engineer will provide support and customer service on all the company-supported computer applications and platforms. The incumbent should be able to troubleshoot problems and advise all levels of internal and external customers on the appropriate action, support and improve the organization’s IT systems and platforms by analyzing our current systems to find any flaws or inefficiencies, and recommend and plan solutions to resolve all issues and ensure long-term effectiveness. Responsibilities Manage corporate network locations across all sites. Product administration (endpoint) for all levels of internal and external customers. Ensure security in accordance with SOC2 and general best practices of cybersecurity. Migrate on-premises technology to the cloud. Centralize database architectures to improve disaster recovery plans. Performing on-site support duties (onboarding, offboarding, and day‑to‑day operations). Determining root cause and documenting resolutions within the in‑house ticketing application. Ensuring end‑user satisfaction is attained with presented solutions, in a team environment. Identifying and troubleshooting technical problems that customers have. Available to potentially assist or address system and/or software issues, after hours or weekends. Act as the primary Level 2 escalation point for Mirlin’s IT support operations, resolving complex incidents and service requests across hardware, software, and cloud infrastructure. Manage and maintain Azure cloud resources, Microsoft 365 services, Active Directory, and other infrastructure components to ensure high availability and compliance. Collaborate with engineering teams to escalate and resolve complex infrastructure, application, or network issues. Develop and maintain technical documentation, standard operating procedures (SOPs), and knowledge base articles for internal teams. Support new deployments, patching, updates, and configuration changes in collaboration with the DevOps and Cloud teams. Provide mentorship and guidance to Level 1 IT Support staff, assisting in skill development and escalation management. Other technical related duties that may be required. Education College Diploma in Information Technology or a technology related field. Skills Minimum 7+ years of experience in System Administration, IT Operations, or similar technical IT support roles. Proven experience working in startup or high‑growth environments, managing multi‑functional IT responsibilities. Strong knowledge of Microsoft Azure, Microsoft 365, Active Directory, and Windows Server Administration. Hands‑on experience with Fortinet networking products (firewalls, VPN, routing, and monitoring). Familiarity with ITIL processes (Incident, Problem, and Change Management). Strong understanding of SaaS architecture, web‑based systems, and mobile platform support. Exposure to process engineering concepts and BI/analytics tools such as Power BI. Knowledge and skills for secondary tools such as Microsoft Azure, SQL data warehouse, Visual Studio, etc. Excellent troubleshooting, documentation, and communication skills. Experience in the transportation and logistics industry is considered an asset. Analytical thinker, able to own ideas, processes and can clearly present their ideas across a large audience Knowledge and experience in prototyping, designing, and requirement analysis. Willingness to learn new technical skillsets and upgrade current ones. High‑level written and verbal communication skills in English. Bilingual (French) would be considered an asset. Knowledge and experience in prototyping, designing, and requirement analysis. Critical thinking ability. Ability to work under pressure and to meet tight deadlines. Knowledge of data modelling and data visualization tools. Able to properly understand business requirements and execute them accordingly. Seniority level Associate Employment type Full‑time Job function Information Technology Industries Software Development #J-18808-Ljbffr