Engineer, Technical Alignment

About ITS: 

Do you have the CHOPS? IT Solutions lives its values: Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be a part of a fast-growing Managed Service Provider specializing in providing high-end technology solutions to small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients. Join and grow with us, as we continue to innovate new ways to help businesses Experience Excellence. 

Job Summary:

The Analyst, Technical Alignment plays an integral part in supporting our Technology Alignment Department. As our Analyst, Technical Alignment, you are responsible for providing proactive services and support to our clients across the Greater Toronto Area. More specifically, you’ll be tasked with ensuring all client technologies are functioning properly, while reducing the need for reactive support. This role reports to our Technology Alignment Team Lead, and works closely with various departments to ensure optimal operations. 

Responsibilities  

• Adhere to our established Technology Alignment processes, procedures, and policies  
• Assist with client onboarding and offboarding procedures  
• Provide proactive IT support to clients, ensuring all physical and digital networks are operating smoothly without any interruptions  
• Monitor and remedy client infrastructure issues and alerts in a timely manner  
• Perform regular onsite proactive services that will reduce the need for reactive support  
• Perform regular checks for maintenance installation to ensure all systems are running smoothly  
• Document system reviews, recommendations, internal processes, and procedures  
• Escalate client issues to the Technology Alignment Team Lead if need be  
• Provide additional IT support to other departments as required  
• Participate in after-hours on call and/or on call escalation rotations as assigned  
• Other assignments as instructed by the Technology Alignment Team Lead 
• Attend regular internal/external meetings  
• All other duties and responsibilities as assigned by the Technology Alignment Team Lead 

Requirements  

• Post-secondary diploma or bachelor’s degree in Computer Science or Information Technology; and/or 1-5 years of proven technical support experience  
• Any of the following professional IT certifications: Microsoft, Citrix, Sophos, Cisco, Comptia  
• Previous experience working with a Managed service provider is an asset  
• Proven experience providing network administrative support  
• Previous experience working with VMware, Windows Servers, RMM, and PSA  
• Advanced MS Windows Server administrative skills and support skills  
• Experience in administering, managing, and troubleshooting patch management tools  
• Sound knowledge of backups and Disaster Recovery software and strategies  
• Experience with Datto BDR and VEAM  
• Experience in creating custom scripts using Remote Management Tools, such as ConnectWise, Automate, or Datto will be an asset  
• Excellent communication, interpersonal, and active listening skills  
• Professional, proactive, and personable telephone etiquette  
• Ability to adapt and respond to challenging situations, different personality types, and difficult client inquiries  
• Ability to solve problems independently, effectively, and efficiently  
• Ability to multi-task and work under tight deadlines  
• Ability to manage changing priorities effectively and efficiently  
• Strong team player spirit is a must  
• Must be willing to work in a hybrid working environment  
• Must be willing to attend the office or client worksites in-person when required 

ITS offers a full benefits package, including:  

• Rich Medical and prescription plans  
• Dental & Vision 
• Paid Holidays and Flexible Paid Time Off 
• 401K/401K Roth with Safe Harbor matching  
• Stock Appreciation Rights  
• Company-paid life insurance, long-term and short-term disability insurance 
• Company-paid mental health support & financial wellness services 
• FSA for medical and dependent care  
• HSA option with compatible medical plan  
• Company-paid training, materials, and exams  
• Performance-based bonuses  

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.