Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

Systems Engineer Level 3 will reply to requests for technical support by telephone or email and troubleshoot diverse issues with workstations, peripherals, and industry line of business applications. Providing end-user and team member assistance is the overall expectation of this role. This role will assure optimal performance and conform to our standards and guidelines for installing, configuring, repairing, and maintaining client infrastructure equipment. Interacting with vendor support contacts to identify and resolve issues on various computing equipment is part of this role.

Responsibilities

1. Resolve situations with VIP clients (white glove experience) (25%)
2. Troubleshoot and resolve critical server, network, and lines of business incidents (25%)
3. Resolve escalated issues from the L1 and L2 team members (20%)
4. Complete move/add/changes of client servers and workstations, including adding printers, applications, roles, etc. (10%)
5. Mentor team members on technology (10%)
6. Collaborate with other departments to solve complex issues (10%)
7. Tasks assigned by leadership

Skills required

1. Active Directory/DFS
   1. Ability to add a DC to an existing domain.
   2. Understanding and ability to troubleshoot AD replication.
   3. Install and transfer domain roles, setup AD sites and services
   4. Domain/Forest trusts
   5. Create new namespaces and replication groups. Ability to troubleshoot replication issues and perform replication health checks
   6. Ability to implement DFS, preseed files for DFS setup, backlog checks, and troubleshoot user end replication issues
   7. Ability to install and set up DNS and DHCP. Understanding PTR, SPF, DMARC. Advance diagnostics of DNS and DHCP issues
   8. Implement/Migrate  network shares, NTFS permissions, and troubleshoot complex permission issues
   1. Ability to create and apply new GPO Policies, including software deployment. Advanced troubleshooting and knowledge of GPO
2. Scripting/Automation
   1. Create new scripts
   2. Run and review the outcome
   3. Implement scripts for mass changes.
   4. Setup and troubleshoot AD/LDAP sync issues
3. Networking
   1. Ability to deploy, configure, and create NAT, ACL, VPN, VLAN and routing
   2. Implement group policy solutions, and address complex issues, including GPO inheritance
4. Virtualization
   1. Expanding VHDs, adding resources while making sure the host supports it
   2. Understand and troubleshoot clustering/HA
   3. Administration of virtual networking
   4. Administration of NSX/Software Defined Networking
5. Networking
   1. Creating VLANs
   2. Understand layer 3 switching
   3. Basic understanding of Inter VLAN Routing and router on a stick setup.
   4. Running Pcaps and troubleshooting
6. Office 365/Exchange
   1. Compliance searches
   2. Troubleshoot AD Sync
   3. Troubleshoot complex mail issues
7. Printing
   1. Deploy a printer via GPO using ILT
   2. Troubleshoot deployment issues
   3. Troubleshoot complex issues
8. Remote Desktop Service/Citrix
   1. Advanced understanding of RDGateway setup, including firewall & NAT rules.
   2. Understanding how to modify, create and remove RemoteApps.
   3. Update/Implement SSL Cert
   4. Troubleshoot  RDG Farms, Remoteapps, and TS Profile redirection.
   5. Admin and troubleshooting of VDI
9. Spam Filtering
   1. New client setup, understanding MX and SPF records.
   2. Ability to troubleshoot advanced spam filtering issues
   3. Clustering and high availability
   4. Scripting, automation, and monitoring
   5. Security administration
   6. Index management
   7. Backups and disaster recovery - maintenance plans
10. Storage
    1. LUN/Datastore creation
    2. iSCSI connections
    3. Host/LUN Mapping
    4. Configure separate VLANs and multiple SSIDs/Networks
11. Wireless Access solutions
    1. Troubleshoot WLC issues
    2. Identify design change needs

Qualification

1. Bachelor's Degree in IT, Engineering or Computer Science
2. 7-10 years of work experience in an End User Support  role
3. Excellent English skill (Verbal and written)
4. CCNP, CompTIA A+/Network+ or equivalent experience
5. MCSE or equivalent experience
6. Solid customer service, communication, and organizational skills
7. Ability to work under tight deadlines and shifting priorities
8. Occasionally work past scheduled work hours to complete work tasks
   • Including occasional nights and weekend work as needed

8. Ability to participate in a rotating on-call schedule
9. Reliable and punctual
10. Network (Sophos, SonicWALL, Cisco) certifications are a plus

Benefits at Innovatia.

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.
Innovatia is an equal opportunity employer.