[Hiring] Technical Services Engineer @Perseus Group, Constellation Software

Role Description

The Technical Services Engineers + Local IT delivers maintenance for a primary incident solution, reported to the centralized division of service desk. Responsibilities include:

• Initial test, allocation of the task, research, and resolution of primary incidents and requests concerning application software and hardware products.
• Gathering information through client conversations and logging onto support tools.
• Fixing cases informed by consumers or customers, acting as the first point of contact.
• Working with other experts, vendors, and specialists to solve incidents.
• Provisioning articles for users in the self-service site and updating requirements.
• Performing multiple functions effectively and simultaneously.

Core responsibilities include:

• Administration function within the organization, including Desktop Support & Administration, Network Administration.
• Recommending, acquiring, and deploying new hardware for staff.
• Building out server infrastructure required to host customer environments in 3rd party cloud.
• Monitoring and maintaining server infrastructure for performance, reliability, and availability.
• Provisioning backup and disaster recovery services for clients.
• Managing service documentation and maintaining comprehensive records of software and hardware issues.
• Creating and forwarding purchase orders for recommended hardware purchases.
• Creating and forwarding work orders for billable engagements.
• Managing support requests through various networks (meeting, email, chat, telephone).
• Resolving technical issues, providing users with technical documentation for common problems.
• Accelerating customer support requests to higher-level IT System Architects when necessary.
• Providing education to new customers on technical aspects of software applications, maintenance, and deployment.
• Providing peer-to-peer training to create subject matter experts within the group.

Qualifications

• Degree in Computer Science or a related discipline.
• Certifications such as MCSA, PCCSA are beneficial.

Requirements

• Technical expertise in fixing client problems.
• Problem-solving abilities to devise technical solutions.
• Strong communication skills for data collection and user guidance.
• Excellent time management skills to prioritize multiple issues.
• Team partnership skills to collaborate with customer IT personnel.

Benefits

• Estimated base salary range: CAD$63,000.00 - CAD$77,000.00 per year.
• Commitment to diversity and inclusion in the workplace.
• Equal opportunity employer, non-discrimination based on various protected categories.