Technology Support Engineer II

Zafinlabsamericasinc; Toronto; On-site; CAD 70,000 - 85,000; Full time

Benefits offered by this job

Annual bonus potential

Paid time off

Volunteer days

Wellness benefits

Career growth opportunities

Job summary

Zafin, an AI platform company based in Toronto, seeks a Technology Support Engineer to maintain cloud and on-premises IT environments, ensuring end-user satisfaction.

You will manage Microsoft 365, Azure, Defender, Intune, and cross-platform stacks while collaborating with a global team. This in-office role emphasizes issue resolution, documentation, and proactive improvements.

Eligible candidates have degree in CS/engineering and 3–5 years IT admin experience; certifications are a plus.

Qualifications

• Degree in Computer Science, Engineering or equivalent.
• 3–5 years of proven IT administration experience.
• This is 100% in-office role; remote/hybrid not available.
• Strong cloud knowledge, preferably Microsoft Azure.
• Experience in administering Microsoft 365 suite.
• Solid experience with compute, storage, networking, and virtualization.
• Solid understanding of networking concepts and hands-on enterprise network troubleshooting.
• Familiarity with Jira and Confluence.
• Excellent written and verbal communication; ability to collaborate across levels.

Responsibilities

• Manage cloud apps, platforms and on-premises systems including Windows, MacOS and Linux.
• Maintain security, backup and redundancy strategies.
• Provide Help Desk support on-site or via remote-access.
• Troubleshoot incidents and service requests per ITSM standards.
• Collaborate with global stakeholders to ensure timely resolution of issues.
• Record, document and close tickets according to procedures and SLAs.
• Prepare user documentation and relevant training materials.
• Participate in team meetings, sprints, and agile projects.

Skills

Azure

Microsoft 365

Networking

ITSM

Linux/Windows/macOS

Security patching

Jira/Confluence

Documentation

Communication

Troubleshooting

On-site support

Education

Degree in Computer Science or Engineering

Tools

Azure cloud

Microsoft 365

Intune/MDM

Jira

Confluence

Job description

Zafin is an AI platform company helping regulated institutions modernize how critical work is designed, governed, and delivered. Our technology enables organizations to move faster while maintaining the governance, accountability, and control required in highly regulated environments.

Our portfolio includes Zafin AIOS, an agent orchestration platform for governed AI work; the Zafin Banking Platform, which helps banks modernize product, pricing, offers, billing, loyalty, and relationship management; and Zafin IO, an integration platform that connects data, systems, and workflows across complex enterprise environments.

Headquartered in Toronto, Canada, Zafin partners with leading financial institutions across North America, Europe, the Middle East, Africa, and Asia-Pacific. As AI transforms the future of financial services, we're building the platforms that help regulated organizations adopt AI responsibly and at scale.

What is the Opportunity?

As a Technology Support Engineer within Technology Group, you will learn, grow, and contribute as part of a highly competent global team, supporting a leading-edge mixed cloud and on-premises environment. This role is accountable for maintaining the cloud applications and platforms as well as on-premises infrastructure for the organization. This role is responsible for identifying and resolving any issues in the domain delivering an excellent end-user experience. This role will be based in Zafin Toronto office supporting Global IT operations.

This role reports to the Manager, Systems and Technology.

What will you do?

• Perform implementation, administration and support responsibilities for cloud applications, platforms and systems including, but not limited to the below:
• Microsoft 365
• Microsoft Azure cloud
• Microsoft Defender
• Microsoft End Point management / Intune
• Windows, MacOS and Linux technology stack
• Azure Entra ID
• Atlassian products – Jira, Confluence
• Network Administration (routers, firewalls, switches)
• Security Patching & Vulnerability management
• Maintain security, backup, and redundancy strategies
• Provisioning of end user devices
• Software distribution
• Upgrades, repairs, and preventive maintenance on IT equipments
• System security
• Provide Help Desk support, including:
• Provide support to end users experiencing hardware, software, and network issues on-site or via remote-access systems
• Incident response and service request management
• Research, diagnose, troubleshoot and identify solutions to resolve issues
• Collaborate well with stakeholders across the globe and within the team to ensure time-bound resolution of issues and service requests
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure proper recording, documentation, and closure of support tickets as per IT Service Management standards, adhering to SLA’s
• Adhere to established Change Management process standards
• Participate in Team Meetings, Project Sprints, and other collaborations
• Work on technical projects in an Agile environment
• End user training for employees
• Prepare user documentation, procedures, and relevant training materials
• Assist in statistical data capture of key metrics for IT reporting
• Research and report on new technologies that would help the organization to meet new and ever-changing business goals and requirements
• Proactive issue remediation and service mindset to maintain excellent end user experience

What do you need to succeed?

• Degree in Computer Science, Engineering or equivalent
• 3-5 years of proven working experience in the field of IT administration
• This is a 100% in-office role. The selected candidate must work from the office every business day. Remote or hybrid work arrangements are not available for this role.
• Sound knowledge in cloud concepts and working experience in at least one cloud platform, preferably Microsoft Azure
• Experience in administering Microsoft 365 suite of applications
• Solid experience with Infrastructure components (Compute, Storage, Networking, virtualization)
• Solid understanding of networking concepts and strong hands‑on experience administering and troubleshooting enterprise network infrastructure
• Familiarity with Atlassian Jira and Confluence
• Excellent troubleshooting skills with experience in issue triaging and resolution as per ITSM standards
• Must demonstrate excellent written and verbal communication abilities, with the confidence to engage clearly across all levels of the organization
• Strong collaboration skills are essential. This role will involve working closely with our global team, particularly with senior leaders across various functions.
• Ability to build trusted relationships and manage diverse stakeholder expectations
• A genuine passion for technology
• A love for helping people and solving problems
• An instinct to communicate and collaborate with others
• A desire to work hard, learn, and grow
• Ability to multi‑task with strong attention to detail and follow‑up skills
• Strong work ethic and flexible to take on varied responsibilities
• Proactive Mindset for Continuous Improvement
• Relevant certifications in Microsoft 365 technologies
• AZ-900: Microsoft Azure Fundamentals
• MS-900: Microsoft 365 Fundamentals

Nice to have:

• Experience working with large enterprise IT environment
• Mindset oriented toward automation - eager to explore tools, scripts, or techniques that can increase efficiency in everyday IT operations.
• Certifications:
  • SC-900: Microsoft Security, Compliance, and Identity Fundamentals
  • MD-102 - Endpoint Administrator

Expected Salary Range: $70,000 - $85.000

Vacancy Status: Open Position to be filled

Mode of Work: 100% In-Office

Use of AI: Zafin may use Artificial Intelligence (AI) and/or other forms of automated technology to screen and/or assess applicants for this position. Zafin will not utilize AI for conducting interviews and/or making hiring decisions.

What’s in it for you

Joining our team means being part of a culture that values diversity, teamwork, and high-quality work. We offer competitive salaries, annual bonus potential, generous paid time off, paid volunteering days, wellness benefits, and robust opportunities for professional growth and career advancement. Want to learn more about what you can look forward to during your career with us? Visit our careers site and our openings: zafin.com/careers

Zafin welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Zafin is committed to protecting the privacy and security of the personal information collected from all applicants throughout the recruitment process. The methods by which Zafin contains uses, stores, handles, retains, or discloses applicant information can be accessed by reviewing Zafin’s privacy policy at https://zafin.com/privacy-notice/. By submitting a job application, you confirm that you agree to the processing of your personal data by Zafin described in the candidate privacy notice.