Service Engineer

Reporting to: Service Delivery Manager – Canada

Salary: To be discussed during the interview process

Full -Time Position: & Monday to Friday. Candidate must be available for rotational shifts between 8am and no later than 6pm as well as be open to an on-call schedule for weekends.&

There is an immediate need for a Service Engineer position at SupraITS in Montreal. This is a Senior Technical level position. If you're French speaking and someone who has a Customer First outlook and believes deeply in providing an exceptional user experience this role is for you!

For candidates located in the GTA region the role will be a hybrid position, with two days in the Brampton office on Mondays and Wednesday.& Occasional travel to Montreal may also be expected.&

For candidates located in the Montreal area this role will be mostly remote with occasional travel to customer offices for onsite service.& &

COMPANY OVERVIEW

Founded in 1999, Supra ITS has grown into a globally trusted IT partner, delivering world-class Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO) Services. Headquartered in Mississauga, Supra ITS operates with 650+ employees worldwide, including Network Operations Centers (NOCs) in Canada and India, ensuring 24/7 IT support and seamless service delivery.

Supra ITS provides a full spectrum of IT solutions, including server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first approach and SLA-driven commitments, Supra ITS takes complete ownership of IT services, allowing clients to focus on growth while ensuring uninterrupted operations.

A vendor of established track record, Supra ITS is dedicated to long-term client success through tailored, scalable IT solutions. Canon Canada's strategic investment in Supra ITS strengthens this commitment by integrating Canon's cutting-edge technologies with Supra's agile IT services. This partnership fosters innovation, enhances efficiency, and accelerates digital transformation, providing customers with superior IT solutions that are scalable, secure, and customer centric.&

For more information, visit& www.supraits.com&

TEAM OVERVIEW&

This role is a senior level technical position and will represent the beginning of your journey at Supra ITS.& The successful candidate has the ability to resolve common technical problems, has a strong work ethic and a proactive, problem-solving attitude.& You will work as part of a Global Service Desk team and will use your work ethic and initiative to continue to grow on the job by learning the tools we use to provide customer support. On-the-job training will be provided for various technical skills to ensure our employees success.

YOU ARE

·& & & & & & Somone who possesses a ‘customer-first' attitude

• Possess exemplary verbal communication skills (French first, English secondary)
• Can communicating effectively through a written format in French (we may ask you to provide examples of technical writing) &
• Able to work in a team environment and can proactively assist others
• Has the drive and initiative to continue to work independently and learn and grow within your role
• Able to manage clients/end users during day to day troubleshooting of tickets&

POSITION OVERVIEW

Service Engineer is responsible for the correct handling of:

·& & & & & & Service calls to resolve technical issues with users,

·& & & & & & Monitoring the alerting and notification systems

·& & & & & & Triage and routing of technical support issues

·& & & & & & Performing routine operational tasks on servers

·& & & & & & Assisting with minor repairs of Printers, Desktop's and Laptop's

& & & KEY RESPONSIBILITIES

·& & & & & & Complete the training and certification requirements, if any communicated by reporting manager from time to time

·& & & & & & Comply with all company policies and procedures including Time Tracking, Ticket note entries, Security Policies, Team communications and others as defined

·& & & & & & Act as first technical contact for support phone calls

·& & & & & & Create and process tickets for “ALL” Support phone calls or user submitted email requests.

·& & & & & & Troubleshoot the customer's question or technical issue quickly and professionally. Triage, assess and help route customer tickets to the proper team or technical expert and ensure that these tickets are picked up by the assignee

·& & & & & & When possible, assist customers with resolving basic technical support issues over the phone or via a remote session

·& & & & & & Perform routine daily tasks as part of our proactive maintenance routines

·& & & & & & As part of the Global Service Desk team, Assist Team India in tickets as and when needed

·& & & & & & Update customer contact records, and configuration settings within our ticketing system

·& & & & & & Update customer documentation and knowledge base articles whenever a change or update is required

·& & & & & & Keep all documentation current and reflecting the managed environments&

QUALIFICATIONS SKILLS REQUIRED

Candidate must successfully complete a federal reliability security clearance check&

CERTIFICATIONS:

·& & & & & & Azure Solution Architect

·& & & & & & Azure Engineer

·& & & & & & Azure Security – On Cloud Certification

EDUCATION EXPERIENCE

·& & & & & & Associate's or Bachelor's degree in IT, Computer Science, or related field

·& & & & & & 6-7 years of experience in troubleshooting on servers and /or cloud Azure

·& & & & & & Fluent in French (reading, writing and speaking) and ability to communicate in English

·& & & & & & Problem-solving and multitasking abilities

·& & & & & & Previous experience working for a Managed Service provider supporting multiple clients is an asset

TECHNICAL SKILLS:

Networking

·& & & & & & Generic understanding of networking skills to troubleshoot issues with end users (remotely or onsite) e.g. DHCP, Basic Switching and Routing knowledge.

Local System Infrastructure

·& & & & & & Expert level in premise Servers, Active Directory.

o& & Local AD

o& & On/off boarding

o& & Permissions

o& & LDAP

o& & Groups, Distribution lists, AD Connect

Cloud Technologies

·& & & & & & Expert level around Azure

o& & O365- Email

o& & Trace emails

o& & Spooff email

o& & Block emails

o& & Entra

o& & InTune

On premise

·& & & & & & Windows server OS 2016 2019&

We thank all applications who apply, however only those who are selected for an interview will be contacted.&

***If you require any accommodation during the recruitment process, please let us know and we'll endeavor to put reasonable provisions into place. ***