Messaging L2 Support Engineer – Hybrid in Montréal

As the founding entity of RAINBOW PARTNERS,

Quanteam is a consulting firm specializing in Banking, Finance, and Financial Services.

Guided by our core values of closeness, teamwork, diversity, and excellence, our team of 1,200 expert consultants, representing 35 different nationalities, collaborates across more than 10 international offices: Paris, Lyon, New York, Montreal, London, Brussels, Geneva, Lisbon, Porto, Casablanca, Singapore, etc.

We are looking for a

Messaging L2 Support Engineer for one of our clients based in Montreal.

Missions

The role is expected to support all aspects of the Messaging platform, which includes Exchange, Intune, Iron Port, and Teams, among others.

The primary daily responsibilities are handling user service requests and incidents and addressing any infrastructure issues.

In addition, the role will be required to undertake infrastructure maintenance duties, including patch management and upgrades.

The role will be part of an on-call rotation and, therefore, will be expected to be available outside of business hours for infrastructure-related issues and escalations.

RESPONSIBILITIES

Team Membership

• Act as a strong team player to help the team achieve its assigned objectives.
• Work with other regional L2 Messaging teams to ensure proper infrastructure monitoring and support coverage (Follow-the-Sun L2 infrastructure management/support).
• Work with regional service desk teams and regional L3 Messaging teams (escalation, knowledge transfer).

Technical Management

• Provide L2 technical support (requests and incidents) to users on Email, Instant Messaging, and Mobile Device Management solutions, including Microsoft Exchange, Teams, Intune, Iron Port, Tivoli Directory Server, Fire Eye, and Symphony.
• Monitor messaging infrastructures across all regions of the organization and apply remediation when an issue is encountered.
• Perform change management tasks (patch management, Disaster Recovery tests, Go-Live) related to Messaging infrastructures, during and outside of business hours.
• Maintain a continual improvement and risk mitigation focus, and proactively improve the monitoring, efficiency, reliability, capacity, and quality of all IT services under the managed perimeter.
• Be responsible for having an operational, up-to-date, and tested BCP/DR plan.

Business Relationship Management

• Liaise with Business Application Teams, Regional IT Teams, Global Infrastructure Support, and IT Security Teams to resolve issues, complete tasks, and deliver projects in a timely fashion.
• Provide relevant communication to service desk teams and/or users regarding change management or incidents.

Governance

• Be responsible for the SLA section related to the tower: SLA definition, reporting, and dashboards.
• Ensure coordination and collaboration with the Global Head of the relevant functional area.
• Ensure that the instructions and guidelines of the Group (especially IT Security guidelines and Global ITI&P Governance) are respected and that the architecture is validated.
• Be responsible for controls to be run, as well as the closure of audit points related to the tower.

Key Results Areas

• Optimize the infrastructure and drive the tower strategy in line with Head Office strategy.
• Guarantee the functioning of systems by maintaining resilient infrastructure, adequate staffing, escalation of problems, proper documentation, good procedures/controls, and monitoring.
• Define and implement a comprehensive Collaborative Infrastructure/service monitoring strategy.
• Track and proactively manage incidents, and devise improvement strategies to reduce incidents.
• Track and proactively manage assets.
• Develop procedures and IT controls for the tower.
• Profile

REQUIREMENTS

Mandatory

Required Technical Skills

• Good knowledge of and experience with Exchange On-Prem and Online.
• Outlook client.
• Teams.
• Active Directory (core knowledge of AD, GPO, scripting, etc.).
• Iron Port.
• Power Shell scripting.
• Understanding of core IT infrastructure setup: Wintel systems (Windows Server); Network (WAN/MAN/LAN topology, ICP/DMZ, F5 Load Balancer, Firewall); Storage (NAS/SAN/DAS); MS DNS, Windows 10/11.
• Strong knowledge of ITIL (service delivery).

Experience

• At least 5 years of experience in complex IT infrastructure environments.
• Experience in large organizations (matrix structure with local and functional reporting lines).
• ITIL trained, with experience using ITSM tools.
• Mature, independent, and well organized, with excellent communication skills (written, spoken, presentations).
• Exposure to a multicultural environment and ability to work as part of a global team.
• Quick thinker and good decision-maker.
• Analytical, detail-oriented, and self-motivated.
• Tough mindset, able to work under pressure.
• Availability to work outside of business hours (change management, on-call/incident resolution).
• Nice to Have
• Knowledge of the French language would be welcomed.

LANGUAGE

Fluency in English is required. Knowledge of French would be welcomed as an asset.

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