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 1 will reply to requests for technical support by telephone, email, or chat and troubleshoot diverse issues with workstations, peripherals, and industry line of business applications. 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 issues (30%)
2. Train and guide clients in software and hardware usage (15%)
3. Onboard and offboard client employees (25%)
4. Complete move/add/changes of client workstations (20%)
5. Collaborate with other departments to solve complex issues (10%)
6. Tasks assigned by leadership

Skills Required

1. Strong understanding of desktop OS and troubleshooting methodologies
2. Basic understanding of AD, ability to create users, and reset passwords
3. Basic understanding of Managed Backup software(s) and file-level restoration
4. Identify servers hosting File Server roles
   1. Able to identify all shares on a server (net share)
5. Basic understanding of DNS and DHCP
   1. Define them and how they work on a network. Permissions (Shared and NTFS)
6. Basic understanding of network shares, share permissions, and NTFS permissions
7. Basic understanding of InTune
8. Ability to install a network printer on the server and perform troubleshooting
9. Working knowledge of Office 365/Exchange
   1. Create a mailbox user/distribution group
   2. Change/reset passwords (if not AD synced)
   3. Setup Outlook desktop and mobile
   4. Convert an existing mailbox to a shared mailbox and understand what a shared mailbox is
   5. Adding/updating/ licensing
10. Server Client Applications
    1. Ability to distinguish client-side or server-side issues and identify where the application is hosted (server, cloud).
    2. Knowledge of Networking components and dependencies
11. Hardware
    1. Able to replace server hard drive with remote assistance
12. Basic understanding of Wireless technologies
    1. Ability to identify WPA keys and passwords
    2. Troubleshooting connectivity issues
13. Understand what MFA is and be able to deploy it to end users
    1. Setting up a new user
    2. Setup Vendor access
14. Install 365 Apps
    1. Capable of getting a user signed in and working on Click to run applications
    2. Basic troubleshooting
    3. Credential Manager

Qualifications

1. Bachelor's Degree in IT, Engineering or Computer Science
2. Minimum of 2 years of work experience in a Help Desk role
3. Complete Technical understanding and expertise in the following:
   • Windows Desktop (Versions 7/10/11)
   • DNS functionality (desktop)
   • Exchange / Mail flow diagnostics
     • Tool & basic Office portal review
   • Active Directory Moves/Adds/Changes
4. Solid customer service, communication, and organizational skills
5. Excellent English skill (Verbal and writing)
6. Ability to work under tight deadlines and shifting priorities
7. 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. CompTIA A+/Network+ a plus
11. CCNA a plus
12. MCSA certification is a plus
13. Apple OSX knowledge 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.