Job Description

Job Title: Level 2 Managed Systems EngineerLocation: Waterloo, Ontario. (50 % onsite work required)Job Type: Full-timeOpportunity DetailsBuchanan Technologies is seeking experienced Level 2 Systems Engineer to assist our business customers with our Managed Service offerings. Your computer networking and telecommunications experience, advanced problem-solving skills, and an ability to build strong customer relationships, will help Buchanan Technologies support our business customers.This candidate will lead and support the onsite technical delivery for one of our customers located in the Toronto region. This individual will be part of the Managed Services team responsible for both server and end-user customer environments, including Windows operating systems, other applications. You will be responsible for resolving escalated and complex customer cases from Service Desk engineers who have been unable to isolate or fix issues within the Buchanan operational support system. Customer interactions include performing remote system configuration, troubleshooting, as well as connectivity and performance issues. The ideal candidate will have experience in troubleshooting and resolving complex technical solutions.Responsibilities

• Onsite customer requirement
• Maintain, update, monitor customer systems
• Maintain, update, monitor customer client workstations and application software
• Responsible for the support of established security solutions that include:

• Maintain centralized security management software solution
• Tasks include determine systems and cleanup procedures, review threat alerts, investigate, and support
• Review threat cases and perform required action

• Use company ticketing system to assist the support for customers
• Perform support for backup systems
• Use of the remote monitoring and management (RMM) company tools for numerous tasks including:

• OS and third-party application patching
• Monitor and management of devices
• Reporting

• Install, upgrade, support and troubleshoot Windows 7/10 and any authorized desktop applications
• Perform preventative maintenance tasks on a variety of devices
• Support network devices (switch, router, firewall, wifi controllers, etc...)
• Develop trends by monitoring and analyzing tickets, problems and support requests

Requirements:Knowledge and troubleshooting proficiency of:

• Requires ability to travel locally and be onsite, when required.
• Mac OS support
• 4+ years of experience maintaining, operating, and managing IT environment
• Server operating systems and system administration (Windows and Linux)
• Active Directory, DNS, Group Policy, and other Windows based services knowledge
• Cloud computing technologies (O365, Azure)
• General knowledge of network devices such as routers, switches, systems and tools (Cisco, Sophos, WatchGuard, SonicWALL)
• Use of MS Office product suite, in particular Excel, Power Point and Word
• Experience in monitoring/management tools such as SCCM, Remedy, Automate, BCM, True Sight, Entity, Sophos, McAfee and/or more are preferred
• Prior experience with an ITSM service management ticketing system
• Experience within an asset management system

Ability to work proactively and effectively with customers and deliver high quality support in a timely mannerStrong organizational skillsHigh degree of professionalism with the ability to provide exceptional customer service to clientsAbility to work well independently and in a team settingExcellent Customer Service skills. Excellent written and verbal communication skills.Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Job Type: Full-timeBenefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off
• RRSP match
• Vision care

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• managing IT environment: 4 years (preferred)
• Server operating systems: 4 years (preferred)
• System administration: 4 years (preferred)
• O365: 4 years (preferred)
• Windows: 4 years (preferred)
• Mac OS: 4 years (preferred)
• Linux: 4 years (preferred)
• monitoring management tools: 4 years (preferred)