Technical Support Engineer

Pathway Communications; Markham; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading communications firm in York Region is seeking an experienced Infrastructure Manager to oversee the availability and performance of various infrastructure components. The role includes managing cloud services, leading a multidisciplinary team, and ensuring operational excellence. Candidates should have strong skills in scripting, automation, and team leadership with relevant experience in infrastructure management.

Qualifications

• Proven experience in managing physical and virtual infrastructure.
• Strong understanding of cloud architecture and services.
• Ability to lead cross-functional teams and projects.

Responsibilities

• Ensure availability, scalability, and redundancy of infrastructure.
• Oversee configuration and maintenance of systems.
• Manage performance of network infrastructure.
• Lead automation efforts using scripting tools.
• Provide high-priority issue support.

Skills

Infrastructure management

Cloud services management

Networking expertise

Team leadership

Scripting and automation

Tools

VMware

Azure

AWS

PowerShell

Ansible

Job description

Infrastructure Management

• Ensure the availability, scalability, and redundancy of all physical and virtual infrastructure across multiple environments.
• Plan, purchase, configure, and maintain infrastructure components including servers, storage, and virtualization platforms (VMware, Hyper‑V).
• Manage cloud and hybrid infrastructure (Azure, AWS, Google Cloud) including migration, optimization, and cost control.

Systems Operations

• Oversee configuration, provisioning, and maintenance of Microsoft Windows and Unix/Linux systems both on‑premises and in the cloud.
• Implement and maintain best‑in‑class security controls, patching processes, and compliance practices.
• Lead automation efforts to improve efficiency, using scripting and orchestration tools (e.g., PowerShell, Bash, Ansible).

Networking & Telephony

• Manage and monitor the performance and capacity of all network infrastructure, including LAN, WAN, firewalls, and VPN.
• Oversee corporate telephony systems (e.g., Zoom Phone, MS Teams, VoIP platforms), ensuring high availability and integration.
• Address network bottlenecks and lead initiatives to modernize and secure connectivity across all sites.

Operational Excellence

• Maintain and improve monitoring systems and procedures to proactively detect and respond to issues.
• Ensure all applicable system licenses, support contracts, and renewals are properly tracked and managed.
• Develop and maintain SOPs for all core infrastructure components and ensure compliance with internal SLAs and external commitments.

Support and Escalation

• Provide support for high-priority or escalated issues, including coordination with vendors and internal stakeholders.
• Participate in an on‑call rotation and provide after‑hours support when necessary.
• Engage with clients and stakeholders to ensure engineering support aligns with business needs.

Pre‑Sales & RFP Participation

• Collaborate with the pre‑sales and business development teams to support technical solutioning and infrastructure design for new opportunities.
• Participate in the review and development of responses to RFPs, ensuring proposed solutions are technically sound, scalable, and align with company capabilities.
• Contribute diagrams, solution narratives, and infrastructure strategies to proposals and presentations.

Team Leadership & Oversight

• Lead and mentor a multidisciplinary team covering Windows, Unix/Linux, networking, telephony, and virtual hosting platforms.
• Provide technical guidance, set team priorities, and ensure timely delivery of infrastructure initiatives and SLAs.
• Promote cross‑training and knowledge sharing within the team to build a resilient and agile engineering function.
• Collaborate with other department heads to support strategic IT initiatives and continuous improvement efforts.