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 2 will reply to requests for technical support by telephone, email, or Chat and troubleshoot diverse issues with workstations, peripherals, industry line of business applications, and server infrastructures. Providing end-user and team member support 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. Troubleshoot and resolve desktop, server, and line of business application incidents (30%)
2. Complete move/add/changes of client workstations/servers (25%)
3. Resolve escalated issues from the L1 team members (20%)
4. Train and guide clients in software and hardware usage (15%)
5. Collaborate with other departments to solve complex issues (10%)
6. Tasks assigned by leadership

Skills required

1. Basic understanding of Active Directory OU Structure.
   1. Ability to create security groups and apply NTFS permissions
2. Basic understanding of Managed Backup software(s) and file restoration
   1. Can perform a virtual disk restore
3. Basic understanding of namespace and DFS replication
   1. Ability to identify replicated folders and namespace servers
4. Ability to identify when an issue is DNS related.
   1. Ability to check DHCP for correct settings (Gateway/DNS servers) and identify DHCP device
   2. Understanding A Records, CNAME, MX records
5. Basic understanding of folder inherence
   1. Ability to create and modify file permissions
   2. Ability to identify and perform basic troubleshooting
6. Ability to identify and troubleshoot InTune issue
   1. Modify existing InTune policies
7. Exchange/Office 365
   1. Understand mail flow from sender to recipient
   2. Update/change Send & Receive Connectors
   3. Legal Hold/eDiscovery/Compliance
   4. Creating new Transport rules
8. Ability to install a network printer on the server and perform advanced diagnostics
   1. Scan to email setup
   2. Scan to Folder setup
9. Network Printing
   1. Add a printer to Print Management
   2. Troubleshoot existing printer GPOs
   3. Troubleshoot printer driver issues
10. Understanding of RDGateway setup on the server and troubleshooting server-side issues
    1. Publish RemoteApp.
11. Basic understanding of network routing.
    1. Difference between Dynamic & Static routing.
12. Overall understanding of basic server components, knowledge of RAID, ability to identify and utilize iDRAC and Dell OMSA
13. Spam filtering
    1. Set up encryption filters, and understand mail flow and how it relates to spam filtering
    2. Whitelist/blacklist Company-wide
14. SQL knowledge
    1. RBL checks, contacting vendors to fix
    2. Basic knowledge of SQL services, servers, and different SQL applications
    3. Ability to troubleshoot SQL Server service issues.
    4. Troubleshoot ODBC and determine if issues are server or client-side
15. Basic understanding of SAN technology and ability to patch
    1. Be able to check NAS functions
    2. Perform file-sharing operations
    3. Basic knowledge of iSCSI/FibreChannel
16. Ability to prep WAP, perform onsite installation, and troubleshoot advanced errors
17. Modify current scripts
18. Office Deployment Tool
19. File share/SharePoint
    1. Basic understanding of folder inherence
    2. Ability to create and modify file permissions
    3. Ability to identify and perform basic troubleshooting
    4. Create/Manage Sharepoint sites 

Qualification

1. Bachelor's Degree in IT, Engineering or Computer Science
2. Minimum of 4 years of work experience in a Help Desk role
3. Excellent English skill (Verbal and writing)
4. MCSE, CCNA, CompTIA A+/Network+ or equivalent experience
5. Complete Technical understanding and expertise in the following:
   • Windows Desktop
   • DNS functionality
   • Mail flow diagnostics
   • VPN support
   • File server support
   • RDS environment support
   • Active Directory support
6. Solid customer service, communication, and organizational skills
7. Work under tight deadlines and shifting priorities.
8. Ability to work under tight deadlines and shifting priorities
9. Occasionally work past scheduled work hours to complete work tasks
   • Including occasional nights and weekend work as needed
10. Participate in a rotating on-call schedule
11. Reliable and punctual.
12. MCSA certification is a plus
13. Network (Sophos, SonicWALL, Cisco) certifications are a plus
14. Apple OSX knowledge is 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.