Infrastructure Support Engineer

Job Description

The company is seeking an experienced Infrastructure Support Engineer at Toronto, Ontario, Canada. This is a Full-time position.

Education/Certifications:

• Education: University Degree in Computer Science, Information Technology, or a related field.
• Certifications: ITIL V3 & ITIL V4
• Preferred Certifications: CompTIA A+, Office 2016, Office 365

General Technical Knowledge:

• IT Infrastructure management (network equipment: routers, switches, modems, access points, IP phones, cabling)
• Microsoft Intune (software deployment, policy management, Autopilot)
• Proprietary Brokerage Software: CBSA, CBP, Candata, Cargowise
• Hardware (Laptop, Desktop, Printer) troubleshooting and maintenance
• Shipment logistics management (FedEx, Purolator)
• IT Asset management (CMDB, Azure, Intune, Active Directory)
• Service Now modules Change/Incident Management, knowledge base, Integration with Copilot.
• Formal Customer Service Training

Experience Requirements:

• Minimum of 5 years IT experience, including customer support, customer service.
• Office 365 Support: 3 years
• Uniflow Printer System: 3 years
• Nitro PDF usage: 2 years
• VMware Horizon (Virtualization Tools): 4 years
• RightFAX troubleshooting: 5 years
• VPN clients (Zscaler): 5 years
• ServiceNow for ticketing and issue resolution: 2+ years

Asset Management & Inventory Control:

• Asset tracking/documentation (CMDB, Azure, Intune, AD): 3+ years
• Image testing/debugging with MDT: 5 years
• MDT reimage/image deployment: 5 years
• Governance on Asset Management: 3+ years

Hardware Deployment & Maintenance:

• General hardware troubleshooting (laptops, desktops): 5 years
• Laptop hardware maintenance: 5 years
• Printer maintenance and troubleshooting: 5 years
• Peripheral device troubleshooting (monitors, keyboards, mice, RAM modules): 5 years
• Screen repairs and replacements: 5 years
• Hardware cleaning and preventive maintenance: 5 years

Collaboration:

• Microsoft Teams software integrations/deployment: 3 years
• SharePoint: 5 Years
• ServiceNow Knowledge Management (KB articles creation, revision, approval): 4 years

VIP & Executive Support:

• Experience providing VIP IT support: 3+ years working with High Profile clients.

Incident & Change Management:

• Change management implementation and documentation: 5 years
• Problem management and resolution: 5 years
• Root Cause Analysis (RCA) management and documentation: 5 years

Infrastructure & Onsite Support:

• Network troubleshooting, office setup/relocation
• Meeting Room setups (Cisco WebEx, Teams Voice, Microsoft Rooms, Lenovo HUB)
• Office 365 detailed troubleshooting (plugins, installers, Excel formulas, macros)

Shipment Services & Logistics Management:

• FedEx and Purolator processes (label creation, tracking, complaints management): 5 years

Proprietary and Specialized Software:

• Candata & Cargowise

Intune Software Deployment & Management:

• Software updates, patch management, configuration deployments
• Autopilot usage: 1+ years
• PowerShell and Batch Scripting

Implementation & Behavioral Expectations:

• Proactive troubleshooting, clear documentation, and standardized processes.
• Strong interpersonal and communication skills.
• Commitment to continuous learning and staying updated with IT trends.
• Compliance with company IT policies and industry best practices.