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.

We are looking for a systems-focused engineer to act as the "Guardian of the Data" for our MSP tool stack. This is a backend Quality Assurance role, distinct from our user-facing Help Desk.

You will be responsible for Cross-Platform Asset Integrity—ensuring that the data in our CMDB (ConnectWise/IT Glue) perfectly matches reality. Beyond just maintaining data, you will own the Asset & Configuration Management processes. You will review, update, and enforce the SOPs that govern how our team tracks devices from onboarding to retirement, ensuring our documentation standards evolve with our tool stack.

Key Responsibilities

1. Process Governance & Documentation

• Process Ownership: Manage and refine the end-to-end processes for Asset Management (Lifecycle) and Configuration Management. You are the owner of the "How-To" for asset tracking.
• SOP Maintenance: Regularly review and update documentation in IT Glue to ensure our procedures for Onboarding, Offboarding, and Documentation Standards are current and effective.
• Gap Analysis: Identify areas where our current processes are failing (e.g., "Why do we always miss capturing the warranty date?") and implement process improvements to fix the root cause.

2. Cross-Platform Asset Integrity & Reconciliation

• • Data Verification: Use Liongard and RMM data to audit our "Source of Truth" (ConnectWise/IT Glue). You will ensure that every active device on a client network is accounted for.
  • Portal Alignment: Regular cross-referencing of vendor portals (M365, Meraki, SonicWall) against our internal records to ensure license counts and active user lists are accurate.
  • Drift Detection: Monitor Liongard "Change Notifications" to identify unauthorized configuration changes (e.g., a firewall rule change) that deviate from our documented standards.

3. Tool Stack Health & Connectivity

• • Agent Health: Monitor the "Health of the Fleet" by ensuring RMM and Liongard agents are installed, running, and communicating on all endpoints.
  • Connectivity Troubleshooting: Remote into servers/workstations to troubleshoot why an agent has gone offline or why an inspector has failed (checking Services, DNS, Outbound Ports).
  • Sync Management: Monitor the synchronization between ConnectWise Manage, IT Glue, and Liongard to ensure data flows correctly between systems.

Required Technical Skills

• • Automated Discovery: Experience using Liongard (or equivalent tools like Auvik/Lansweeper) to visualize and verify network assets.
  • Process Documentation: Ability to write clear, concise Standard Operating Procedures (SOPs). You can take a complex technical task and break it down into a checklist for others to follow.
  • CMDB/Asset Knowledge: Strong understanding of how assets are tracked in an MSP (Configurations, Agreements, Flexible Assets).
  • Network & Cloud Literacy: Enough technical knowledge to navigate M365 Admin Center, Azure AD, and Firewall GUIs (SonicWall, Fortinet) to verify data manually.

Nice to Have Skills

• • Data Analysis (Excel): Strong Excel skills (VLOOKUP, Pivot Tables) to compare large datasets.
  • PowerShell for Data: Ability to write basic scripts to extract data or verify system settings (e.g., Get-ADComputer).
  • Billing Awareness: Understanding of how device counts in ConnectWise translate to client invoices.

Technology Stack Experience

• • Discovery & Verification: Liongard (Primary), Auvik, or Lansweeper.
  • PSA & Documentation: ConnectWise Manage, IT Glue.
  • RMM: Experience dealing with agent deployment and health checks.
  • Vendor Portals: M365, Meraki, SonicWall, Datto.

Soft Skills

• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities.

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.

Innovatia is an equal opportunity employer.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.