Support Engineer enabling onboarding, decommissioning, SQL migrations, and escalated platform support for veterinary software customers. Partnering with engineering, customer success, and implementation teams on reliable technical solutions.
About the role
- System Support Technician providing hardware, software, account, network, phone, and mobile support for Aviso’s Canadian wealth-management operations. Hybrid role serving internal and external users.
Responsibilities
- Respond to incoming support requests via phone, email, and ServiceDesk
- Provide technical support to internal and external end users
- Triage support requests and route them to the appropriate technical group
- Track and monitor technical issues and coordinate with internal IT staff and external service providers
- Support, monitor, test, and troubleshoot software problems
- Maintain, analyze, troubleshoot, and repair computer systems, hardware, and peripherals
- Perform approved software installations
- Support and maintain user accounts, including Active Directory and other systems
- Assign rights and access levels and perform general network administration
- Support phone and call center systems, including DID and extension assignments and phone set programming
- Support mobile phone users and troubleshoot mobile device issues
- Follow opening and closing shift duty checklists
Requirements
- Completion of a post-secondary certificate or diploma in IT or equivalent experience
- Technical support experience in an enterprise environment is an asset
- Experience with investment industry data systems such as Dataphile is an asset
- Thorough knowledge of current business hardware and software technologies
- Proficiency in all Microsoft 365 products
- Troubleshooting skills in a Microsoft network environment
- Ability to work under pressure with tight schedules
- Ability to quickly establish rapport across all organizational levels
- Excellent customer service skills and ability to resolve crisis situations quickly
- Strong attention to detail and accuracy
- Fluent communication skills in English required
- Bilingual French skills are an asset
- Availability for 24/7 on-call support on a rotation basis
- Availability to work onsite in a corporate office on a rotation basis
Benefits
- Competitive compensation package that rewards and recognizes individual contributions
- Excellent health, dental and insurance benefits
- Generous vacation time
- Fitness benefit
- Parental leave top-up options
- Matching contributions to the retirement program
- Learning and development opportunities
- Education assistance program
- Regular social events to foster teamwork
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