Infrastructure Support Engineer

Softtek Integration Systems, Inc. is seeking an experienced Infrastructure Support Engineer at Toronto Ontario. This is a Full-time position.

Job Description:

General Technical Knowledge:

• IT Infrastructure management (network equipment: routers, switches, modems, access points, IP phones, cabling)

• Microsoft Intune (software deployment, policy management, Autopilot)

• Proprietary Brokerage Software: CBSA, CBP, Candata, Cargowise

• Hardware (Laptop, Desktop, Printer) troubleshooting and maintenance

• Shipment logistics management (FedEx, Purolator)

• IT Asset management (CMDB, Azure, Intune, Active Directory)

• Service Now modules Change/Incident Management, knowledge base, Integration with Copilot.

• Formal Customer Service Training

Experience Requirements:

General Experience:

• Minimum of 5 years IT experience, including customer support, customer service.

End-User Support & Issue Resolution:

• Office 365 Support: 3 years

• Uniflow Printer System: 3 years

• Nitro PDF usage: 2 years

• VMware Horizon (Virtualization Tools): 4 years

• RightFAX troubleshooting: 5 years

• VPN clients (Zscaler): 5 years

• ServiceNow for ticketing and issue resolution: 2+ years

Asset Management & Inventory Control:

• Asset tracking/documentation (CMDB, Azure, Intune, AD): 3+ years

• Image testing/debugging with MDT: 5 years

• MDT reimage/image deployment: 5 years

• Governance on Asset Management: 3+ years

Hardware Deployment & Maintenance:

• General hardware troubleshooting (laptops, desktops): 5 years

• Laptop hardware maintenance: 5 years

• Printer maintenance and troubleshooting: 5 years

• Peripheral device troubleshooting (monitors, keyboards, mice, RAM modules): 5 years

• Screen repairs and replacements: 5 years

• Hardware cleaning and preventive maintenance: 5 years

Collaboration:

• Microsoft Teams software integrations/deployment: 3 years

• SharePoint: 5 Years

• ServiceNow Knowledge Management (KB articles creation, revision, approval): 4 years

VIP & Executive Support:

• Experience providing VIP IT support: 3+ years working with High Profile clients.

Incident & Change Management:

• Change management implementation and documentation: 5 years

• Problem management and resolution: 5 years

• Root Cause Analysis (RCA) management and documentation: 5 years

Infrastructure & Onsite Support:

• Network troubleshooting, office setup/relocation

• Meeting Room setups (Cisco WebEx, Teams Voice, Microsoft Rooms, Lenovo HUB)

• Office 365 detailed troubleshooting (plugins, installers, Excel formulas, macros)

Shipment Services & Logistics Management:

• FedEx and Purolator processes (label creation, tracking, complaints management): 5 years

Proprietary and Specialized Software:

• Candata & Cargowise

Intune Software Deployment & Management:

• Software updates, patch management, configuration deployments

• Autopilot usage: 1+ years

• PowerShell and Batch Scripting

Implementation & Behavioral Expectations:

• Proactive troubleshooting, clear documentation, and standardized processes.

• Strong interpersonal and communication skills.

• Commitment to continuous learning and staying updated with IT trends.

• Compliance with company IT policies and industry best practices.

Education/Certifications:

• Education: University Degree in Computer Science, Information Technology, or a related field.

• Certifications:
• ITIL V3 & ITIL V4

• Preferred Certifications:

• CompTIA A+

• Office 2016

• Office 365

Softtek Company Summary:

Founded in 1982, Softtek is a global provider of process-driven IT solutions with 30 offices in North America, Latin America, Europe and Asia. With 15 Global Delivery Centers in the U.S., Mexico, China, Brazil, Argentina, Costa Rica, Spain, Hungary and India, Softtek helps improve time-to-business-solution, lower costs of existing applications, deliver better engineered and tested applications, and produce predictable outcomes for top-tier corporations in over 20 countries. Through on-site, on-shore and its trademarked Global Nearshore service delivery models, Softtek teams with CIOs to constantly increase the business value of IT. Softtek is the creator and a leader of the nearshore industry.