Support Technician

Support Technician

MCAP at a Glance

Joining MCAP means you will be a part of our diverse workforce of highly talented individuals who are recognized for their expertise and success! At MCAP, your professional expertise, commitment to teamwork and passion for service excellence are recognized and rewarded with competitive total rewards offering, a career with continuous learning and development (formal & informal training), and exciting opportunities in a dynamic, entrepreneurial environment.

The Role

This position is responsible for performing all aspects of first and second support for all MCAP IT Infrastructure systems. This includes providing Top Quality first line support via phone/email for all MCAP users. This responsibility includes monitoring the Help Desk ticketing systems, gathering information from the system users, completing problem logs, tracking all helpdesk activities and issuing monthly or weekly reporting to the Infrastructure IT Management. This role is responsible for administrative system duties including vendor, problem and change management along with some server administration.

Strategy and Planning

• Analyze and identify which routine tasks need to be performed.
• Plan and schedule Infrastructure changes (Change / Implementation process).
• Execute maintenance releases during business hours and after.
• Participate in on call rotation, responding and escalating automated alerts with respect to telecommunications, server, storage, branch facilities and partner IT groups.
• Identify when external servicing is required.
• Coordinating and scheduling when service providers' resources are needed.
• Overseeing and signing off on service delivery.

Acquisition and Deployment

• Work with Facilities to schedule move requests made by the business units.
• Planning equipment moves to ensure that all hardware and user requirements are met.
• Create and execute plans according to schedule and defined process.
• Install MCAP certified software.
• Prepare workstations for deployment to MCAP Employees.

Operational Management

• Prioritizing incidents in order of importance/severity.
• Perform and document all technical troubleshooting and problem resolution procedures within the Incident tracking system.
• Complete all documentation and information tracking that is part of defined processes (ie. Inventory / asset tracking, process workflow, standard operating procedures).
• Resolve or escalate all requests.

What You Bring To The Team

• Exceptional oral and written communication skills.
• Excellent organizational and time-management skills.
• Ability to multi-task in a fast-paced environment.
• Strong analytical and problem-solving skills.
• Proven ability to foster relationships.
• Strong customer service skills.
• Self-driven, motivated with the ability to work independently and in a team environment.
• Carries out duties with integrity and takes responsibility for actions.
• Developed troubleshooting skills.
• Strong desire/passion to learn new technologies.
• Interpersonal skills (outgoing, confident, articulate).
• Strong Technical skills, network, desktops, telephony, servers (both hardware and software).
• Understanding of Microsoft System Components – DHCP, Azure, O365, Active Directory.
• Vendor management skills.
• Microsoft Technical Associate (MTA) or Microsoft Certified IT Professional (MCITP) or equivalent experience.
• (Legacy) Administrator (MCSA) or (Legacy) Certified Professional (MCP) or equivalent experience.
• A+ Network Certification or equivalent experience – nice to have.
• Experience with Windows 11.
• Windows Server 2008 / 2022.
• Experience with VM Wear Horizon, SQL, Exchange, Wireless Device Management, Enterprise Print Infrastructure.
• Understanding of Microsoft System Components – DHCP, DNS, WINS, Active Directory, Azure Active Directory, Microsoft Intune, Office 365.
• Bachelor's degree, diploma, or equivalent experience.

If this sounds like you and you are looking to be a part of one of Canada’s largest independent mortgage finance companies, then we want to hear from you!

Be A Part Of Something Great

MCAP is Canada’s largest independent Mortgage Finance company with over $150 billion in assets under management providing mortgage solutions for residential and commercial properties. For over 35 years, MCAP originates, trades, securitizes and services mortgages in offices across Canada. MCAP originates residential mortgages exclusively through the mortgage broker channel as we believe that a professional mortgage broker is a consumer's best option and MCAP actively promotes the services of mortgage brokers across the country. MCAP is also a leader in the Canadian residential construction lending market with over 25 years in the business. Our teams of dedicated professionals serve a variety of developer, construction and lender clients across Canada.

Position #: req2018

Employment Status: Permanent Full Time

Location:Waterloo; Ontario

Number Of Openings:1

Department: Information Technology

Internal Job Title:Support Technician

The above information in this description has been designed to indicate the general nature and level of work performed by employees in the position. It is not designated to contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

MCAP provides equal opportunities for all applicants and is committed to fostering an inclusive, accessible environment, where all employees feel valued, respected and supported throughout the recruitment and employment process. If you require accommodation, we will work with you to meet your needs.