Senior Support Specialist (Infrastructure) - Systems Integrator

Ready to take charge of enterprise servers, cloud environments, and critical infrastructure?

Join a managed IT and cybersecurity team as a Senior Support Specialist – Infrastructure, a senior technical resource responsible for ensuring the reliable, consistent, and timely delivery of support services across server platforms, cloud environments, and enterprise infrastructure. The role serves as a senior escalation point for technical issues, mentors team members, and provides both remote and onsite support for server hardware, operating systems, cloud solutions (IaaS/SaaS/PaaS), and cybersecurity. You will lead complex system upgrades, manage migrations from legacy systems to modern standards, and coordinate training and onboarding materials for users and staff.

Apply now and take the lead in shaping resilient, high-performing infrastructure, guiding teams, and delivering solutions that make a measurable difference across enterprise environments!

Key Responsibilities:

• Customer Support:
  • Senior escalation contact for support team and customers for all support requirements (end user, server, network, SaaS, IaaS, etc.), with an emphasis and deeper skillset in server, cloud, and SaaS/IaaS technologies (IaaS/SaaS/PaaS for Azure, AWS, GCP; Server hardware and OS, storage, enterprise apps, M365, Intune, etc.)
  • Developing and coordinating training materials and other communications (onboarding documents, welcome packages, FAQ).
  • Providing one-on-one end-user support and problem resolution via telephone, e-mail, remote, and onsite.
  • Designing and managing complex system upgrades/updates.
  • Following standardized escalation procedures to ensure timely resolution of complex problems.
  • Ensuring tickets are triaged in a timely manner and customer notifications are delivered within the expected turnaround time.
• Technical Support:
  • Resolving end-user IT and security incidents, problems, requests, and changes including password resets, software support, backup, protection AV, hardware support, network connectivity, etc.
  • Assisting technical resources by troubleshooting software, hardware, cybersecurity, and network issues.
  • Maintaining system integrations between tools.
  • Investigating and resolving alerts generated by the Quick Intelligence Systems and Partner/Customer systems (e.g., malware, failed backup).
  • Accurately logging work and time in (Autotask) tickets and ensuring resolution is documented.
  • Updating the knowledge database as information changes.
  • Compiling, maintaining, and filing all reports and other documents.
• Operational Management:
  • Supports the building of operational processes and procedures to support customers.
  • Developing support strategies based on service packages and support teams.
  • Evaluating and developing new strategies, services, and tools for Quick Intelligence.
  • Contributing to strategy, processes, and procedures for contract management.
  • Contributing to the update of compliance policies templates for customers.
  • Recommending strategies to reduce internal costs.
  • Coordinating with Tier 1 Support team and ensuring client documentation is shared across all staff and is updated as information changes.
  • Looking for improvements to enhance operational processes and procedures to support customers.
  • Vendor and Third-Party Management:
  • Overseeing the service and tool enhancements from vendors and Quick Intelligence.
  • Working with vendors and third parties on behalf of the end user to ensure the best customer experience.
• Technical Expertise:
  • Excellent hands-on knowledge of Server Platforms (VMware, Linux, and Windows based) and server hardware technologies
  • Excellent hands-on knowledge of MAC & Windows Desktop clients
  • Excellent hands-on knowledge of Microsoft Azure IaaS (AWS, OCI, or GCP cloud IaaS also a benefit)
  • Excellent hands-on knowledge of Microsoft M365 suite (Entra, Exchange, SharePoint, OneDrive, Defender, etc.)
  • Ability to quickly learn and understand legacy systems to facilitate the migration of customers from old systems to new standards, including assessing the current setup, planning the migration process, and executing it with minimal disruption to the customer’s operations.
  • Experience with Cisco, Palo Alto, Aruba, PFSense and Fortinet firewalls, routers, switches, and wireless networking an asset

Required Skills/Experience:

• Excellent oral and written communication skills
• Up to date technical certifications and skills
• Server, Infrastructure, and Desktop support experience 5-10 years
• Security and Compliance knowledge
• College diploma in Information Technology or equivalent combination of education and experience, required.
• Have valid Ontario Driver’s License and access to a vehicle, as travel to any customer site may be required.
• Available to work outside of normal business hours in a 24/7 environment.
• Remote work readiness: professional and safe workspace to conduct remote support calls and support.
• While a fully equipped laptop will be provided, you may choose to provide your own peripherals and equipment such as a desk, chair, additional monitors, dock, mouse, keyboard, camera, microphone, etc.

Ideal Qualifications:

• Empathy and patience.
• Effective oral and written communication skills are essential, along with efficient and accurate typing skills.
• Proven exemplary customer service experience, experience working directly with customers providing technical software and hardware support.
• Proven ability to work in a team environment, especially with diverse technologies and user groups.
• Ability to analyze, evaluate and solve problems of a difficult process or technical nature with strong interpersonal and troubleshooting skills.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a 24/7 environment.
• Ability to enthusiastically adopt modern Information Technology and Systems and solutions.
• Ability to perform the essential duties of the job.

Benefits:

• Growth Opportunities: Be part of a rapidly growing company with opportunities for career advancement.
• Innovative Environment: Work in a dynamic and innovative environment where your contributions make a real impact.
• Team Collaboration: Collaborate with a talented and dedicated team committed to delivering exceptional service.

Salary:

• Competitive Salary based on experience.