Consultant, ICT Systems Engineering, Level 3, Epic

• Resolve end-user IT problems, such as software and configuration issues
• Investigate, troubleshoot, and resolve support incidents involving our client’s infrastructure. This includes server hardware, virtualization, routing and switching, NAS/SAN storage, backup infrastructure, security (includes Antivirus, intrusion prevention), and client application support. The work requires the role to be a mixture of on site and remote effort
• Provide one-on-one end-user support and problem resolution via telephone, e-mail, and other vehicles of communication
• Accurately log tickets and resolutions into service desk software management system; maintain vigilant maintenance of this process
• Ability to work independently, prioritize existing tickets, and proactively determine which issues require additional attention or need to be escalated to the rest of the team
• Prioritize service tickets according to severity
• Document and audit all service events and create detailed documentation and reports as required
• Implement an infrastructure maintenance routine which includes checking logs, backups and infrastructure resources for problems
• Complete IT infrastructure audits to establish a roadmap using current and future researched technology to be the client trusted IT advisor
• Research and recommend improvements to the client’s infrastructure that follow industry and vendor best practices
• Provide specifications for new infrastructure
• Develop, administer, and maintain policies and procedures for ensuring the security and integrity of all systems
• Test and install issued patches in conjunction with software providers and vendors or other third parties
• Perform hardware and software upgrades and lifecycle management
• Administer and maintain backup systems and processes and perform regular backup, replication and disaster recovery tests
• Apply automation and scripting to streamline system administration and deployment tasks
• Manage and maintain user access in various infrastructure systems for our clients
• Act as a technical resource/consultant during other projects as required
• Escalation point for all Managed service issues
• Provide mentorship/training to the rest of the team

• Minimum of 5+ years of industry experience, preferably in a Managed Services environment
• Professional level certification in any of the following: VCP, MCSA, MCSE, CCNA, CCNP, ITIL
• Working knowledge of virtualization technologies including vSphere, vCenter, Hyper-V. Experience working with vSwitches, iSCSI/NFS, HA and clustering.
• Working knowledge of Active Directory administration, WSUS, Microsoft Defender for Endpoint, group policy, MS SQL, DHCP, DNS. Experience with Linux is a bonus
• Working knowledge of Workspace ONE UEM
• Working knowledge of PowerShell scripting and PSAppDeployToolkit
• Working knowledge of networking technologies including configuration of firewalls, routers, intrusion detection and protection, switches, access points, Site-to-site and client VPN, dynamic routing, VLANs, DNS, DHCP
• Extensive Knowledge of Configuration Manager
• Extensive experience with iOS/iPadOS, Android and Windows device management using Microsoft Intune
• Experience with 1E Tachyon, 1E Shopping and HP Web JetAdmin
• Experience with Connectwise, Connectwise Automate, or ServiceNow
• Excellent verbal and written communication skills, strong organizational and analytical skills
• Ability to work independently as well as part of the team

• Valid Driver’s License with access to own vehicle is an asset
• Ability to occasionally travel within Manitoba
• Overtime as required

Bell