Engineer II

Responsibilities

• Provide advanced technical support for users, including escalations from Level 1 support.
• Administer user accounts, access, and settings across cloud and SaaS applications.
• Support Microsoft 365 services including email, Teams, file services, and device management.
• Assist with onboarding/offboarding processes using Rippling and other automated workflows.
• Help maintain device standards including updates, security settings, and compliance.
• Support office technologies such as networks, WiFi, printers, cameras, and access systems.
• Monitor system health, security alerts, and service performance.
• Document procedures, system configurations, and troubleshooting steps.
• Participate in IT projects, technology rollouts, and process improvements.
• Document issue resolutions and contribute to the knowledge base to improve support efficiency.
• Collaborate with security and operations teams for complex issues or infrastructure-level projects.
• Assist in implementing IT projects, updates, and rollouts across departments.
• Ensure compliance with company policies, security standards, and best practices.
• Provide occasional off-hours support or on-call assistance as needed.

Requirements

• 3 or more years of experience in an IT support, IT generalist, or systems administration role.
• Strong experience supporting Microsoft 365 and modern cloud-based applications.
• Working knowledge of identity and security best practices (multi-factor authentication, user roles, access controls).
• Experience supporting end-user devices (Windows, Mac, or mobile).
• Basic understanding of networking concepts (WiFi, IP addressing, DNS, etc.).
• Basic understanding of network Security Concepts (firewall rules, ACLs, etc).
• Strong troubleshooting and communication skills.
• Ability to work independently, prioritize tasks, and manage multiple requests at once.
• Bi-Lingual – French and English speaking and writing is a plus.
• Experience with remote support tools and mobile device management (MDM) solutions.
• Exposure to ITIL practices and service management frameworks.
• Experience with one or more of the following is a plus: Venn BYOD or similar workspace isolation platforms Modern identity and access tools (Azure AD, Okta, etc.) Automation or scripting (such as Ansible and/or Terraform) Experience in a cloud-first or SaaS-driven environment.
• Venn BYOD or similar workspace isolation platforms
• Modern identity and access tools (Azure AD, Okta, etc.)
• Automation or scripting (such as Ansible and/or Terraform)
• Experience in a cloud-first or SaaS-driven environment.

Education