Technical Operations Engineer

Engage People; Markham; On-site; CAD 60,000 - 80,000; Full time

Job summary

Engage People in Markham, Ontario seeks a Technical Operations Engineer to support internal and external clients, manage incidents, and drive timely resolutions. You will work with operations and development teams, handle ticket queues, perform root cause analyses and ensure proper procedures are followed to satisfy clients.

The role emphasizes end-user support, familiarity with ITSM tools, and exposure to AWS, Linux, Docker, and MySQL.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related discipline.
• 1–2 years of end-user facing experience.
• 1st line support experience or equivalent.
• Experience with ITSM systems and support tools.
• Ability to describe technical solutions to other technologists.
• Experience with PHP frameworks and modern JavaScript frameworks.
• Understanding of AWS, MySQL, Linux, and scripting basics.
• Knowledge of SOC2/PCI and audit/compliance standards.
• Experience with Docker, Git, Bitbucket.
• Excellent interpersonal and communication skills.
• Strong prioritization, organization and problem-solving.

Responsibilities

• Manages ticket queues and incident escalations.
• Performs root cause analysis and proposes preventive measures.
• Prioritizes daily tasks to focus work effectively.
• Acts as first point of contact for technical assistance.
• Qualifies and documents customer problems with steps and notes.
• Owns issues and follows procedures to client satisfaction.
• Escalates complex incidents to appropriate teams.
• Advises customers on systems, products and services.
• Maintains understanding of Engage products and their impact.
• Handles service requests across technology domains (workstations, servers, networks).
• Performs installation, configuration and deployment of software.
• Participates in out-of-hours support schedule.
• Supports Applications Engineers on Level 2 tickets.
• Performs other related duties as required.

Skills

End-user support

ITSM

AWS

Docker

MySQL

Linux

Shell scripting

Communication

JavaScript frameworks

Education

Bachelor's degree in Computer Science or Engineering

Tools

Git

Bitbucket

ITSM platforms

Job description

OVERVIEW

The Technical Operations Engineer is responsible for assisting the Operations Management in maintenance, management and delivery of best-in-class technical and client support services. The Technical Operations Engineer acts as the primary support function for internal teams and external clients, resolving issues in person or with the support of the operations and development teams. The Technical Operations Engineer’s scope of responsibilities includes incident management and prioritization of tasks within the production systems and clients. The Technical Operations Engineer must be able to efficiently manage time and prioritize and/or escape technical issues for a prompt closure.

RESPONSIBILITIES

• Manages ticket queues and incident escalations reported via the Engage ITSM and monitoring systems.
• Assists in conducting root cause analyses for incidents and proposing preventive measures.
• Performs daily prioritization tasks, ensuring the right things are being worked on.
• Acts as the first point of contact for customers (internal and external) seeking technical assistance.
• Qualifies and documents problems raised by customers, including reproduction steps and investigation notes.
• Takes ownership of support issues and seeks closure while ensuring all relevant support procedures are followed to client satisfaction, Operational processes and Compliance.
• Escalates complex incidents to the relevant internal or external support team.
• Provides advice to customers on systems, products and services which are available to them.
• Maintains sound understanding of Engage products and the impact of any failure/problems.
• Handles support of service requests which relate to all technology including workstations, servers, printers, networks, and vendor specific hardware and software.
• Performs installation configuration and deployment of new and existing software in line with defined procedures.
• Participates in an out of hours support schedule.
• Supports the Applications Engineers by driving assigned Level 2 tickets to resolution.
• Performs other related duties as required.

QUALIFICATIONS

• Bachelor's degree in Computer Science, Engineering, or a related discipline from an accredited institution.
• One to two years of experience in a related role with end-user facing responsibilities.
• Previous 1st line support experience or equivalent.
• Previous experience working with ITSM systems and support tools.
• Ability to describe technical solutions when communicating with other technologists.
• Experience with PHP frameworks and familiar with modern Javascript frameworks (React, Vue, or Angular).
• Understanding of AWS cloud services and concepts such as S3, EC2, ECS, Lambda, and VPC.
• Understanding of MySQL database queries, shell scripting and Linux commands.
• Good understanding of SOC2/PCI and other audit/compliance standards.
• Experience with software deployment, Docker, Git, Bitbucket is an asset.
• Exceptional interpersonal, presentation, written and verbal communication skills.
• Detail-oriented with strong analytical and problem-solving skills.
• Excellent prioritization, organizational, and multitasking skills.
• Ability to adapt and navigate well through change.

Compensation: Annual base pay of $60,000.00-$80,000.00 CAD, depending on experience and qualifications, plus performance-based bonus.

Vacancy Notice: This job posting represents an existing vacancy that Engage is actively seeking to fill.

AI Disclosure: AI is not used to screen, assess, or select applicants.

We thank all applicants for their interest in Engage, however, only those selected for an interview will be contacted.

Engage is an equal opportunity employer committed to diversity in the workplace. In addition, Engage is committed to providing accommodations for people with disabilities during the recruitment and selection process. In the event you require any accommodations, please advise us in advance and we will work with you to meet your needs.

Values: Integrity/Teamwork/Diversity/Innovation/Courage