Infrastructure Support Engineer

Softtek Integration Systems, Inc.; Toronto; On-site; CAD 75,000 - 95,000; Full time

Job summary

A technology services company in Toronto is seeking an experienced Infrastructure Support Engineer. The role requires at least 5 years of IT experience, with a focus on customer support, hardware maintenance, and incident management. Ideal candidates will have a university degree in Computer Science and preferred certifications such as ITIL V3 & V4. The position is full-time and involves supporting office IT infrastructure and user experience.

Qualifications

• Minimum of 5 years IT experience including customer support.
• 3+ years of Office 365 Support.
• Experience in network troubleshooting.

Responsibilities

• Provide end-user support and issue resolution.
• Manage hardware troubleshooting and maintenance.
• Conduct change and incident management.

Skills

IT Infrastructure management

Customer support

Office 365 Support

VPN clients usage

ServiceNow for ticketing

Education

University Degree in Computer Science

Tools

Microsoft Intune

ServiceNow

VMware Horizon

Microsoft Teams

PowerShell

Job description

Softtek Integration Systems, Inc. is seeking an experienced Infrastructure Support Engineer at Toronto, Ontario, Canada. This is a Full‑time position.

Education / Certifications

• Education : University Degree in Computer Science, Information Technology, or a related field.

Certifications

• ITIL V3 & ITIL V4

Preferred Certifications

• CompTIA A+
• Office 2016
• Office 365

General Technical Knowledge

• IT Infrastructure management (network equipment : routers, switches, modems, access points, IP phones, cabling)
• Microsoft Intune (software deployment, policy management, Autopilot)
• Proprietary Brokerage Software : CBSA, CBP, Candata, Cargowise
• Hardware (Laptop, Desktop, Printer) troubleshooting and maintenance
• Shipment logistics management (FedEx, Purolator)
• IT Asset management (CMDB, Azure, Intune, Active Directory)
• Service Now modules Change / Incident Management, knowledge base, Integration with Copilot.
• Formal Customer Service Training

Experience Requirements

General Experience

• Minimum of 5 years IT experience, including customer support, customer service.

End‑User Support & Issue Resolution

• Office 365 Support : 3 years
• Uniflow Printer System : 3 years
• Nitro PDF usage : 2 years
• VMware Horizon (Virtualization Tools) : 4 years
• RightFAX troubleshooting : 5 years
• VPN clients (Zscaler) : 5 years
• ServiceNow for ticketing and issue resolution : 2+ years

Asset Management & Inventory Control

• Asset tracking / documentation (CMDB, Azure, Intune, AD) : 3+ years
• Image testing / debugging with MDT : 5 years
• MDT reimage / image deployment : 5 yearsGovernance on Asset Management : 3+ years

Hardware Deployment & Maintenance

• General hardware troubleshooting (laptops, desktops) : 5 years
• Laptop hardware maintenance : 5 years
• Printer maintenance and troubleshooting : 5 years
• Peripheral device troubleshooting (monitors, keyboards, mice, RAM modules) : 5 years
• Screen repairs and replacements : 5 years
• Hardware cleaning and preventive maintenance : 5 years

Collaboration

• Microsoft Teams software integrations / deployment : 3 years
• SharePoint : 5 Years
• ServiceNow Knowledge Management (KB articles creation, revision, approval) : 4 years

VIP & Executive Support

• Experience providing VIP IT support : 3+ years working with High Profile clients.

Incident & Change Management

• Change management implementation and documentation : 5 years
• Problem management and resolution : 5 years
• Root Cause Analysis (RCA) management and documentation : 5 years

Infrastructure & Onsite Support

• Network troubleshooting, office setup / relocation
• Meeting Room setups (Cisco WebEx, Teams Voice, Microsoft Rooms, Lenovo HUB)
• Office 365 detailed troubleshooting (plugins, installers, Excel formulas, macros)

Shipment Services & Logistics Management

• FedEx and Purolator processes (label creation, tracking, complaints management) : 5 years

Proprietary and Specialized Software

• Candata & Cargowise

Intune Software Deployment & Management

• Software updates, patch management, configuration deployments
• Autopilot usage : 1+ years
• PowerShell and Batch Scripting

Implementation & Behavioral Expectations

• Proactive troubleshooting, clear documentation, and standardized processes.
• Strong interpersonal and communication skills.
• Commitment to continuous learning and staying updated with IT trends.
• Compliance with company IT policies and industry best practices.