Lead Technical Support Engineer

3 weeks ago

Winnipeg, Manitoba, Canada Xerox Full time

General Information

City: Winnipeg
Province: Manitoba
Country: Canada

Position Overview

We are seeking a highly proficient and experienced Senior Service Engineer to join our Technical Customer Services department. This role is crucial in delivering advanced support for our managed services, ensuring the reliability and performance of our IT infrastructure.

Key Responsibilities:

  • Deliver Tier 3 support for Managed Services, diagnosing and resolving intricate issues to uphold high system performance and reliability.
  • Oversee, manage, and enhance infrastructure components such as servers, networks, and cloud environments, including Azure and Office 365.
  • Plan and implement IT projects, focusing on system upgrades and migrations, particularly within cloud settings.
  • Administer and maintain Active Directory, DNS, DHCP, File Servers, Hypervisors, and Failover Clusters.
  • Conduct proactive system maintenance, security assessments, audits, upgrades, and optimizations to ensure system integrity and security.
  • Develop and enforce hardware and software policies, establishing secure practices and optimal machine operations.
  • Collaborate with stakeholders to formulate a platform roadmap and prioritize initiatives.
  • Participate in after-hours on-call support rotation.
  • Ensure timely communication regarding incident status, upcoming changes, and agreed service interruptions to clients.

Requirements:

  • Completion of a post-secondary program in IT or a related field, or equivalent education and experience.
  • Minimum of 5 years of relevant experience in System and Network Administration roles.
  • Proficiency in Microsoft Office 365 and comprehensive knowledge of Azure Active Directory.
  • Strong understanding of clustered and virtual storage solutions, along with Hypervisor troubleshooting.
  • Expertise in managing physical Hypervisor hosts, Windows Physical servers, and maintaining server architecture security and backups.
  • In-depth knowledge of networking, including routers, switches, firewalls, LAN, WAN, VPN, network security systems, and intrusion detection systems.
  • Familiarity with Intune, Defender, Exchange, and other Microsoft applications.
  • Strong collaboration and communication skills, with the ability to work effectively in a team environment and assist technicians of varying skill levels.
  • Proven ability to manage projects efficiently and interact effectively with stakeholders.

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