IT Support Engineer

Description

• Handle incoming phone calls, gather information, create tickets in ticketing system and escalate/assign as necessary
• Work on trouble tickets to troubleshoot & resolve client network, security, cloud and voice related issues in a timely manner
• Moves/Add/Changes for Client phone systems, network devices, VMware, AWS, or Azure
• Support firewall rule changes on Cisco\Palo Altp\Fortimet or Meraki Firewalls
• Provide support for Windows servers, PCs and laptops as well as loading software
• Responding to monitoring and security alerts according to standard processes
• Execute software updates to network devices and systems
• Escalate issues and partner with Engineering team for network & system infrastructure support
• Update and create internal articles and/or documentation
• Check to ensure backups have been completed and remediate failures when necessary
• Create and manage user accounts in Active Directory
• Work within required SLAs for the business and provide regular and frequent status updates

Required Skills

• Possess college degree or equivalent technical experience
• 3+ years’ experience in an IT position or support environment configuring and supporting various systems.
• Experience working across multiple disciplines (Servers, Desktop, Cloud, LAN, WAN, Voice)
• Palo Alto Firewalls
• Cisco Firepower Threat Defense Appliance (VPN, HA configurations, IDS\IPS, NAT)
• Knowledge of basic network troubleshooting
• Knowledge of basic Windows troubleshooting
• Ability to work independently without supervision
• Strong verbal and written communication skills
• Cisco Network and/or Azure Cloud Certification is an asset

This is a newly created position and offers the opportunity to join an organization that consistently receives a 5-star rating from its employees.

Thank you to all candidates for their interest. Only those with relevant experience will be contacted.