Application & Cloud Support Engineer

JOB DESCRIPTION

Location: Toronto, ON

In this position, you'll be based in the Toronto office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more at computershare.com/flex.

We give you a world of potential

Computershare has an exciting opportunity for a permanent full-time Application & Cloud Support Engineer to join our Computershare Entity Services (CES) Application Technology team. Your working hours will be 37.5 hours a week, Monday to Friday with flexible hours typically between 8:30 am to 5:00 pm EST.

A role you will love

Our CES Application Technology team has great visions for the future, and they want you to be a part of it!

In this technically rewarding role, you will expand your knowledge and become an expert on Computershare's hosted SaaS applications. Along with full training and development, we will also provide you with realistic opportunities to progress your career within this area of the business.

Computershare's Entity Services group is a business line focused on the support and development of our enterprise class Entity Management application - GEMS (Global Entity Management System) and our Board Materials portal software - BoardWorks as well as several other governance-based applications.

As one of our Application & Cloud Support Engineers, you will work as part of our dedicated application technology support team, troubleshooting issues, supporting day-to-day requirements of the Business and helping to improve the overall quality of service. This is a hands-on IT focused role, suited to an individual with experience in IT and Application/Infrastructure support. If you are focused, adaptable and have a willingness to learn then this is the role for you.

Other key responsibilities include:

• Management and execution of onsite, remote and Azure cloud-based installation, configuration and troubleshooting of the suite of CES web-based SaaS applications.
• Contributing to achieving SLA and application performance standards.
• Performing in-house installs and upgrades on pre-release versions of the software and providing technical input on installation and technical guides.
• Participating on rotating on-call for out of hours support of production applications.
• Contributing to design and implementation of Cloud and On-Premises application hosting architecture.
• Avoidance of issues after deployments and upgrades in production and non-production environments.
• Providing technical help on various in-house hardware, network and software issues.
• Collaboration with infrastructure and security teams within Computershare and your immediate peers and colleagues around the world. Escalate to management as necessary, acting internally as a customer advocate and keeping the customers informed.
• Working with the CES Client Services support team to ensure smooth scheduling and completion of tasks.
• Ownership of new tickets and escalations and provide support to internal and external clients.
• Scoping a customer's issue by collecting the relevant facts; investigate the problem by doing your own research and by involving other teams as needed.
• Documentation of process, specification and research in detailed and comprehensive manner.
• Prioritizing your work to accomplish the most important and urgent requests first. - Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns before they become problems.
• Flexibility with working time, as some jobs must be performed outside normal working hours.

• 5+ years' experience in IT/Technology with 3+ years in Cloud Engineering
• Proven experience with systems planning, security principles, and IT management best practices
• Strong understanding of Load Balancing, Clustering, Failover Configuration, Networks
• Active Directory Federation Services (ADFS) and SP SSO knowledge or similar 3rd party experience (CA SiteMinder, Okta, etc.)
• Strong understanding of Agile
• Familiarity with Change Control methodology and experience working within a controlled environment
• Strong collaboration and communication skills, as this role involves working with various teams and stakeholders to ensure smooth scheduling and completion of tasks
• Experience with DevOps Deployment automation such as Octopus Deploy/ADO
• Experience with Performance Monitoring Tools (e.g., Azure Monitor, Application Insights)
• Strong knowledge of SaaS and Cloud Security Best Practices
• Experience with Microsoft Windows Server 2019 and newer
• Experience with installing software on IIS (version 7, 7.5, 8.x)
• Ability and flexibility to work an on-call rotation
• Relevant certifications such as Azure Administrator, Azure Solutions Architect, Azure DevOps Engineer or AWS Certified Solutions Architect are considered beneficial