System Engineer-Remote

System Engineer Service and Support Grup
Office Location: Remote Work

The Company:

Process Fusion (PFI) is a managed services and cloud application provider of Secure Information Exchange (SIX) and Business Process Automation (BPA) solutions. Our cloud input and output management solutions bridge the gap between the physical and digital world, by converting multi-channel inputs into actionable data, which can then be integrated into any system and further output into physical or digital forms.

Our mission is to help organizations automate critical business processes, exchange information securely, and eliminate the inefficiencies and errors associated with manual and labor-intensive processes.

The PFI crew is comprised of a group of highly technical, young, and energetic individuals. If you are searching for a corporate culture that promotes innovation and who is constantly exploring ways to incorporate innovative technologies in software, then this is the company for you.

The Opportunity:

We are seeking a Systems Engineer to join us as a permanent employee. Reporting to the Director of Technical Operations, this is a Toronto-based role working primarily on ongoing operations and support for our worldwide customers. In this role, you will play a critical role in monitoring, patching, and supporting equipment, software, and systems. You will ensure that the systems are functioning in accordance with Process Fusion Inc and Customer requirements and is an accepted industry practice.

You are a System Engineer with a passion for making systems work on complex to simple solutions and applications offered by Process Fusion Inc. You have hands-on experience with operating and support applications or systems in various environments. You have outstanding communication skills to work with customers as well as co-workers, with a logical, structured mindset that demands you approach problems and issues in an organized, well-thought-out manner.

Position Responsibilities:

• Provide first-line technical support for our cloud-based applications, and on prem applications,resolving customer issues in a timely and efficient manner.
• Log, track, and manage incidents from initial report to resolution, ensuring all are resolved within agreed service levels.
• Perform network and software troubleshooting to isolate and diagnose common problems.
• Monitor cloud environments and systems to ensure high availability and performance, identifying and resolving any potential issues before they impact customers.
• Working with small to medium sized project teams following modern best practices in project management.
• Regularly perform system checks to ensure the smooth running of IT systems. This includes managing updates, patches, and security measures to keep systems secure and up-to-date.
• Participate in system development activities, providing technical recommendations on bug fixes.
• Engage in research and development .
• Assist in the maintenance, updates, and upgrades of applications and infrastructure.
• Maintain accurate records and documentation of system configurations, changes, incidents, and resolutions.

Minimum Requirements:

• Degree in Computer Science, Information Security, or a related discipline, or equivalent work experience.
• Experience in working in an IT support area.
• Experience working with Microsoft Window Server environments, Linux Servers, on premise or cloud-based including the following technologies: Active Directory, DNS, GPOs, Exchange or Office online (O365), MS SQL, MS Azure, VMWare, IIS.
• Experience working with or intermediate level familiarity with Networking technology and protocols, such as advanced IP routing, IP telephony, unified communications, virtualization, and storage technologies.
• Microsoft Azure certifications are desirable.
• Basic to Intermediate skill level in programming languages C#, Java, or PowerShell is an asset.
• Strong problem-solving skills, self-motivation, and demonstration of proactive work in the design and management of reliable and robust production systems.
• Able to learn and work independently.
• Fluent in English; strong verbal, reading comprehension and written communication skills.
• Strong customer focus.
• Some experience working with customers and understanding business processes and ability to translate to technical needs

Soft Skills:

• Bilingual English/French preferred.
• Strong Analytical Skills.
• Attention to Detail.
• Effective Communication: Proficiency in explaining technical database concepts to non-technical staff and stakeholders and working collaboratively with IT teams.
• Problem-Solving Abilities: Capacity to quickly identify issues and implement effective solutions, particularly under pressure.
• Adaptability and Continuous Learning: Eagerness to stay updated with the latest database technologies and trends and adapt to new tools and practices.
• Time Management: Skills in prioritizing tasks and managing time efficiently, especially in a fast-paced environment.
• Team Collaboration: Ability to work well in a team, contributing to and respecting collaborative efforts for database management and project completion.
• Proactive Approach: Taking initiative in monitoring and optimizing database performance without waiting for issues to arise.
• Resilience and Stress Management: Staying calm and effective under pressure, especially during critical situations like database outages or data recovery scenarios.
• Customer Service Orientation: Focused on meeting the needs of internal and external stakeholders, ensuring that database services are aligned with user requirements and business goals.
• Able to work in a 7 x 24 environment

Benefits:

• Competitive base salary

Company Benefits:
Health Insurance for Self, Spouse, Kids and Parents, 18 Paid Leave per annum, 12 Sick Leave per annum, Team Meeting on every quarter, Assistance in creating home office environment, and if company recognised holidays falls on a weekend, the following workday will be considered as holiday.