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Technical Support Engineer

4 months ago

Old Toronto, Canada MPOYNT Inc. Full time

MPOYNT is currently putting together a dynamic delivery and results driven Service Management Team to help our client partners successfully adopt mobility, both as a technology product and productivity tool.

As a Technical Support Engineer, you will be a master problem solver and customer first focused technologist. We will provide a deep and broad knowledge of the company’s eco-system, you will monitor, manage, and support all Production and Non-Production environments, while ensuring 24/7 product availability.

This is a full-time (in-person) role at our Toronto, ON HQ.

WHAT YOU’LL BE DOING:

  • Provide technical support to troubleshoot and resolve all hardware and software problems within pre-defined service levels.
  • Collaborate with team members to perform root cause analysis and escalate unresolved issues to the next level of support.
  • Assist with physical setup and distribution of mobile devices, laptops, and network appliances.
  • Maintain inventory levels and communicate with both internal and external parties to ensure timely inventory replenishment and order fulfillment.
  • Maintain server activities and ensure availability of all supported server applications.
  • Ongoing maintenance of server and desktop environments by performing application upgrades and operating system patches.
  • Perform after hours support as required per on-call schedule rotation.
  • Provide technical content to compile knowledge base articles, network diagrams, etc.
  • Stay current on industry trends (relative to scope of responsibility), leveraging ideas to improve or better align IT systems and services.

SKILLS, QUALIFICATIONS & REQUIREMENTS:

  • Degree or diploma in Computer Networking, Information technology, Computer Science.
  • Industry recognized certifications A+ and/or Network+.
  • Minimum 2 years of relevant experience in Service Management.
  • Strong working knowledge of Active Directory, Exchange, SQL, O365, Azure, AWS.
  • Solid understanding of networking principals and server administration.
  • Experience administering and/or troubleshooting MDM/EMM solutions (i.e. VMWare, SOTI, Microsoft Intune, JAMF).
  • Basic understanding of ITIL best practices and Service Management platforms.
  • Experience navigating Wireless Carrier portals (i.e. Bell, Rogers, Telus).
  • Excellent ability to communicate findings clearly to both technical and non-technical audiences.
  • Bilingual in English and French is a nice to have.
  • Valid Drivers License.
  • Open to travel (approx. 25%).

PERKS/BENEFITS:

  • Medical/dental/vision package to fit your needs.
  • Work with an energetic and motivated team in an open concept atmosphere.
  • The unique opportunity to get in on the ground floor of something that is truly a game changer.
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