Customer Support Engineer diagnosing broadband software and network issues for global service providers. Providing bilingual English - Spanish support, documentation, training, and technical escalations.
About the role
- Senior IT Support Analyst resolving complex Microsoft, Azure, and networking issues for Canadian managed IT provider. Eliminating recurring incidents through problem management, coaching, runbooks, and automation.
Responsibilities
- Take ownership of escalated incidents and drive them to resolution
- Diagnose complex, ambiguous, multi-system problems where the answer is not in any runbook
- Raise and drive problem records, eliminating recurring causes rather than repeatedly fixing symptoms
- Coach and shadow the front line
- Write runbooks that raise first-line resolution
- Maintain escalation quality by coaching back unready escalations and packaging cleanly what is escalated
- Turn observed patterns into concrete automation proposals for the Architect
- Execute changes within established customer standards, safely and with rollback in mind
- Participate in the second-line on-call rotation
- Follow a one-page development plan, monthly conversation, quarterly capability review, and protected development time
Requirements
- Two or more years supporting Microsoft environments, ideally across multiple customers in a managed services setting
- Solid Microsoft 365 administration, including Entra ID — groups, licensing, authentication
- Windows Server and Active Directory: DNS, DHCP, Group Policy, file services
- Endpoint management with Intune: policy, compliance, application deployment
- Practical security: MFA, Conditional Access, and the Microsoft Defender stack
- Networking skills sufficient to diagnose routing, VLANs, VPNs, and firewall behaviour
- Cisco Meraki and Barracuda experience
- Azure exposure: virtual machines, networking, backup
- Structured diagnosis and ability to form and eliminate hypotheses
- Comfort with ambiguity and undocumented problems
- Pattern recognition
- Coaching instinct
- Risk judgement: knowing when to stop, escalate, or refuse to proceed
- Participation in the second-line on-call rotation
Benefits
- Personally tailored benefits - health, vision, dental, and paramedical
- Flexibility in how, when, and where you work across a 4.5-day workweek
- Vacation policy well above standard
- Focus windows that protect deep, uninterrupted work
- Broad exposure to technology through client engagements and lab environments
- Funded lifelong learning: an immersive education platform, vendor training, and soft-skills development
- Wellness support, including access to the employee wellness platform and a wellness allowance
- Defined career framework with development plans, capability bands, and protected development time
- Open voice in shaping the direction of the company, with leadership that serves your best interest
- Certifications are supported and funded
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