Technology Support Engineer II

What is the Opportunity?  

As a Technology Support Engineer within Technology Group, you will learn, grow, and contribute as part of a highly competent global team, supporting a leading-edge mixed cloud and on-premises environment. This role is accountable for maintaining the cloud applications and platforms as well as on-premises infrastructure for the organization. This role is responsible for identifying and resolving any issues in the domain delivering an excellent end-user experience. This role will be based in Zafin Toronto office supporting Global IT operations.  

This role reports to the Manager, Systems and Technology. 

What will you do?  

• Perform implementation, administration and support responsibilities for cloud applications, platforms and systems including, but not limited to the below: 

• Microsoft 365 

• Microsoft Azure cloud 

• Microsoft Defender 

• Microsoft End Point management / Intune 

• Windows, MacOS and Linux technology stack 

• Azure Entra ID 

• Atlassian products – Jira, Confluence 

• Network Administration (routers, firewalls, switches) 

• Security Patching & Vulnerability management 

• Maintain security, backup, and redundancy strategies 

• Provisioning of end user devices 

• Software distribution 

• Upgrades, repairs, and preventive maintenance on IT equipments 

• System security 

• Provide Help Desk support, including: 

• Provide support to end users experiencing hardware, software, and network issues on-site or via remote-access systems 

• Incident response and service request management 

• Research, diagnose, troubleshoot and identify solutions to resolve issues 

• Collaborate well with stakeholders across the globe and within the team to ensure time-bound resolution of issues and service requests 

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams 

• Ensure proper recording, documentation, and closure of support tickets as per IT Service Management standards, adhering to SLA’s 

• Adhere to established Change Management process standards 

• Participate in Team Meetings, Project Sprints, and other collaborations 

• Work on technical projects in an Agile environment 

• End user training for employees 

• Prepare user documentation, procedures, and relevant training materials 

• Assist in statistical data capture of key metrics for IT reporting 

• Research and report on new technologies that would help the organization to meet new and ever-changing business goals and requirements 

• Proactive issue remediation and service mindset to maintain excellent end user experience 

What do you need to succeed?  

• Degree in Computer Science, Engineering or equivalent 

• 3-5 years of proven working experience in the field of IT administration 

• This is a 100% in-office role. The selected candidate must work from the office every business day. Remote or hybrid work arrangements are not available for this role. 

• Sound knowledge in cloud concepts and working experience in at least one cloud platform, preferably Microsoft Azure 

• Experience in administering Microsoft 365 suite of applications 

• Solid experience with Infrastructure components (Compute, Storage, Networking, virtualization) 

• Solid understanding of networking concepts and strong hands-on experience administering and troubleshooting enterprise network infrastructure 

• Familiarity with Atlassian Jira and Confluence 

• Excellent troubleshooting skills with experience in issue triaging and resolution as per ITSM standards 

• Must demonstrate excellent written and verbal communication abilities, with the confidence to engage clearly across all levels of the organization 

• Strong collaboration skills are essential. This role will involve working closely with our global team, particularly with senior leaders across various functions. 

• Ability to build trusted relationships and manage diverse stakeholder expectations 

• A genuine passion for technology 

• A love for helping people and solving problems 

• An instinct to communicate and collaborate with others 

• A desire to work hard, learn, and grow 

• Ability to multi-task with strong attention to detail and follow-up skills 

• Strong work ethic and flexible to take on varied responsibilities 

• Proactive Mindset for Continuous Improvement 

• Relevant certifications in Microsoft 365 technologies 

• AZ-900: Microsoft Azure Fundamentals 

• MS-900: Microsoft 365 Fundamentals 

Nice to have: 

• Experience working with large enterprise IT environment  

• Mindset oriented toward automation - eager to explore tools, scripts, or techniques that can increase efficiency in everyday IT operations.  

• Certifications:  

• SC-900: Microsoft Security, Compliance, and Identity Fundamentals 

• MD-102 - Endpoint Administrator 

 

Expected Salary Range: $70,000 - $85.000 

Vacancy Status: Open Position to be filled 

Mode of Work: 100% In-Office 

Use of AI: Zafin may use Artificial Intelligence (AI) and/or other forms of automated technology to screen and/or assess applicants for this position. Zafin will not utilize AI for conducting interviews and/or making hiring decisions.