Technical Infrastructure Engineer

TechDoQuest; City of Moncton; On-site; CAD 50,000 - 70,000; Full time

Job summary

A technology company in Moncton is seeking an IT support specialist to manage the device lifecycle and troubleshoot both MAC and Windows systems. This position requires excellent technical knowledge and strong problem-solving abilities. Responsibilities include managing device provisioning and decommissioning, providing end-user support, and maintaining IT device inventory. The ideal candidate should have experience with MDM tools and familiarity with ticketing systems to ensure smooth operations within the IT infrastructure.

Qualifications

• Able to read and understand technical manuals and procedural documentation.
• Ability to conduct research into laptop issues and products.
• Good written and oral communication skills.
• Analytical and problem-solving abilities.

Responsibilities

• Troubleshoot problem areas in person, by telephone, or via e-mail.
• Install, configure, and test end-user workstations and software.
• Administer and resolve issues with end-user workstation networking.
• Document instances of desktop equipment failures and repairs.

Skills

Knowledge of MAC and Windows operating systems

Device Lifecycle Management

System Troubleshooting

MDM Administration

Apple Ecosystem Support

Technical Expertise in macOS

Familiarity with ticketing systems

Experience in laptop Compliance

Job description

Overview

This position is 100% work from office.

Responsibilities

• End to end onboarding process (Laptop preparation, packing and shipping the assets and preparing the bulk asset upon requirement).
• Sound knowledge of MAC and Windows operating systems.
• Device Lifecycle Management: Provisioning and decommissioning Mac devices (MacBooks, iMacs) for user onboarding and offboarding.
• System Troubleshooting: Diagnosing and resolving hardware, macOS, and software application issues in person or remotely.
• MDM Administration: Managing device fleets using tools like Jamf Pro, Kandji, or Microsoft Intune to enforce security policies and deploy software.
• Apple Ecosystem Support: Assisting with Apple-specific services such as Apple ID, iCloud, FileVault, and Time Machine.
• Technical Expertise: good knowledge of macOS (e.g., Sequoia, Sonoma) and Apple hardware diagnostics.
• Active directory and voice infrastructure including cloud application (Genesys, Cisco jabber, Avaya).
• Candidate must be familiar with the ticketing systems such as Service now, BMC etc.
• Candidate must be aware about the basic SLA and OLA.
• Experience in laptop Compliance ( MS patches, security software etc.).

Detailed Onsite and End-User Support

• The person will also troubleshoot problem areas (in premises, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.
• Perform onsite analysis, diagnosis, and resolution of complex laptop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required laptops service levels.
• Where required, administer and resolve issues with associated end-user workstation networking software products.
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted by line managers.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Develop and maintain an inventory of all IT devices Systems and Monitors etc.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• If necessary, liaise with third-party support and PC equipment vendors.
• Excellent technical knowledge of PC internal components.
• Hands-on hardware troubleshooting experience.
• Equipment support experience with Windows PCs.
• Ability to operate tools, components, and peripheral accessories.

Qualifications and Skills

• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into laptop issues and products as required.
• Good written and oral communication skills.
• Analytical and problem-solving abilities, with keen attention to detail.

Personal Attributes

• Good written and oral communication skills.
• Analytical and problem-solving abilities, with keen attention to detail.