Caseware is one of Canada's original Fintech companies, having led the global audit and accounting software industry for over 30 years, with more than 500,000 users across 130 countries and available in 16 different languages. While you might not have heard of us (yet) over 36,000 accounting and audit professionals list Caseware as a skill on their LinkedIn profiles!
Are you an IT professional who is enthusiastic about delivering excellent customer service with strong dedication to providing technical support that enhances the end user experience? Are you seeking a role where you can achieve success by prioritizing service excellence, identifying, developing, and executing continuous improvement plans for your team, and leading strategic and operational initiatives for the Service Desk and Technology Solutions to ensure exceptional customer support?If so, we have an excellent opportunity that you don't want to miss!
Summary:
Reporting to the Director of IT, the IT Systems Engineer will be responsible for enhancing the end-user experience with focus on end-user computing environment, collaboration systems, end-user Security and workplace services, including Desktop hardware, Microsoft Operating Systems, Office 365, GSuite and deployment technologies including Intune and Jamf. You will be also tasked to provide technical support services locally, supporting IT business systems hosted across onprem, co-located data centers and public cloud (Azure, AWS). Comfortable in a Hybrid environment, the engineer will help develop and support the IT infrastructure components aligned to Caseware’s business and technical requirements, while working with a diverse global team. Provide Level 1 and Level 2 desktop support of computer environments by providing end-user support in; moves, hardware, software installations/upgrades and patch management.
You will be joining a talented team of IT professionals who seek to constantly deliver excellence.We are looking for a motivated and highly autonomous team player who is technically capable and who understands the bigger picture. The perfect candidate is someone who thrives in a fast-moving environment where they will have a lot of discretion and influence over establishing best practices.
In this role you will:- Provide Level 1 and Level 2 Desktop support to our remote and in-office employees.
- Independently drive technical infrastructure projects to support corporate initiatives.
- Coordinate efforts with other teams and external vendors to deliver quality solutions to the business.
- Administer and maintain the organization’s applications, services, and software in a virtualized and non-virtualized environment.
- Assist in the implementation, support and maintenance of public cloud (Azure, AWS) IaaS and PaaS Infrastructure.
- Handle and track user account creations, changes, and terminations.
- Install and maintain on-prem data center infrastructure, including hands-on work with physical servers, storage arrays and network devices.
- Ensure compliance, privacy, and security best practices.
- Provide orientation, guidance, assistance, and support to users on the use of IT equipment, services, and software.
- React to, act on, and manage incoming requests, prioritizing according to business needs.
- Maintain records, monitor system performances and logs of issues, repairs, fixes, changes, and maintenance.
- Manage small to medium projects including upgrades, new services, service changes including end-user impacts.
- Ensure functionality and organization of shared spaces and conference rooms.
- Create and maintain knowledge articles for new and existing issues/procedures.
- Maintain and assist with Windows and Linux Red Hat environment issues.
- Drive resolution of issues with new and existing on premise and cloud solutions if required.
- Assist application teams in diagnosing application issues.
- Configure servers, implement systems, software and security upgrades as necessary.
- Work closely with vendors on the delivery of initiatives.
What you bring to the team:- 3+ year experience in providing technical assistance and support for end-users, infrastructure systems, and carrying out the installation and maintenance of Datacenter equipment.
- Knowledge and understanding of Active Directory, Azure AD, Group Policy, DNS, DHCP.
- Virtualization on Microsoft Hyper-V and VMware.
- Proven ability to troubleshoot and resolve technical and procedural issues.
- Excellent customer service skills and communication skillsProven ability to handle multiple requests concurrently and with a sense of urgency to deliver an excellent client experienceExperience with asset management.
- Experienc