Associate Systems Engineer

GroupHEALTH Benefit Solutions is a fast-moving organization focused on transforming the way Canadians experience benefits. The Associate Systems Engineer will support day-to-day IT operations, primarily providing tier 1-2 technical support and collaborating with teams to meet business objectives.

Responsibilities

• Maintain, manage and prioritize Help Desk queues and tasks
• Provide 1st, 2nd level support to on and off-site employees, including onboarding and offboarding of full-time, employees
• Communicate effectively with end users and stakeholders – status updates, next steps, confirmation of issue resolution etc
• Maintain complete documentation of work done/steps taken within tickets for historical reference or escalation purposes
• Manage/update, monitor inventory of IT assets, ensuring accurate and up-to-date records
• Receive, ship, and manage the logistics of equipment, ensuring timely and secure delivery to designated locations
• Liaise with vendors and other IT personnel for incident resolution
• Participate in proactively in monitoring the health of overall IT environment including on-premise, cloud, disaster recovery
• Install, configure, test and maintain operating systems, application software and system management tools when needed
• As needed, ability to research and find possible solutions to issues based on vendor documentation, help forums, knowledge bases (Microsoft etc.)
• Support on-call for afterhours requirements as needed
• Occasional evening and weekend and travel required when necessary

Skills

• Certificate or Diploma in a related field or equivalent industry experience
• 1-3 years' experience in a similar role as a tier 1/2 support
• Experience with Office 365 Administration (tenant, Exchange, SharePoint, OneDrive, Teams)
• Experience with VOIP telephony specifically Ring Central and MS Teams
• Experience with Active Directory (including Azure AD), Intune, Group Policy
• Ability to work both independently and in a team environment
• Experience troubleshooting connectivity TCP/IP, DNS, client VPN and tools such as ping, nslookup, etc
• JIRA Service desk experience a plus
• Experience with scripting and automation tools such as PowerShell, ManageEngine experience is a plus
• Information Technology Infrastructure Library (ITIL) knowledge and experience a plus
• Experience from hospitality industry is an asset as it aligns with customer experience expectations we strive to provide

Benefits

• Generous paid time off
• Extended health and dental benefits
• RRSP matching
• Flexible work options
• Wellness support, including comprehensive mental health resources

Company Overview