Job Description
Hiring Immediately
Location: Winnipeg/Regina Salary Range: $30-$36CAD/hr
About Mpathic
Mpathic’s mission is to help enterprises fulfill their mission by delivering superlative omnichannel contact center services, leveraging technology that reduces customer effort while magnifying humanity. We believe every interaction is an unrepeatable opportunity to make someone’s life better.
https://www.mpathic.com/
We bring this philosophy into everything we do—including how we build, support, and operate our technology. We are looking for professionals who combine deep technical expertise with empathy, ownership, and a genuine commitment to helping others succeed.
Position Summary
As a Tier 2 Managed Services Technician, you will play a crucial role in providing advanced technical support to our diverse client base. You will be responsible for troubleshooting complex IT issues, implementing solutions, and ensuring the overall health and security of our clients’ IT environments.
Key Responsibilities
Incident Management: Receive, triage, and prioritize incoming support tickets. Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure. Escalate critical issues to higher-tier support or engineering teams as needed. Document incident resolution processes and share knowledge with the team.
System Administration: Manage and maintain server and network infrastructure, including user accounts, permissions, and security policies. Perform routine system maintenance tasks, such as patching, updating, and backups. Monitor system performance and proactively identify and resolve potential issues.
Security: Implement and enforce security best practices, including firewall rules, access controls, and vulnerability scanning. Respond to security incidents and threats, taking appropriate action to mitigate risks.
Remote Support: Provide remote technical support to clients using various remote tools, such as remote desktop and screen sharing. Troubleshoot and resolve issues remotely, minimizing on-site visits.
Client Communication: Effectively communicate with clients, both technical and non-technical, to explain
complex issues in clear and concise terms. Provide timely updates on incident status and resolution efforts. Build and maintain strong relationships with clients.
Documentation: Create and maintain clear and concise technical documentation, including knowledge base articles, procedures, and report.
Requirements
Strong understanding of IT infrastructure, including servers, networks, and virtualization
technologies.
Proficiency in troubleshooting and resolving issues related to Windows and Linux operating systems.
Experience with network protocols (TCP/IP, DNS, DHCP, VPN).
Knowledge of common IT security practices and threat mitigation techniques.
Excellent problem-solving and analytical skills.
Strong written and verbal communication skills.
Ability to work independently and as part of a team.
Job Type: Full-time
Pay: $30.00-$36.00 per hour
Expected hours: 40 per week
Benefits:
Casual dress
Paid time off
Work Location: Hybrid remote in Winnipeg, MB R2H 0T4
Location: Winnipeg/Regina Salary Range: $30-$36CAD/hr
About Mpathic
Mpathic’s mission is to help enterprises fulfill their mission by delivering superlative omnichannel contact center services, leveraging technology that reduces customer effort while magnifying humanity. We believe every interaction is an unrepeatable opportunity to make someone’s life better.
https://www.mpathic.com/
We bring this philosophy into everything we do—including how we build, support, and operate our technology. We are looking for professionals who combine deep technical expertise with empathy, ownership, and a genuine commitment to helping others succeed.
Position Summary
As a Tier 2 Managed Services Technician, you will play a crucial role in providing advanced technical support to our diverse client base. You will be responsible for troubleshooting complex IT issues, implementing solutions, and ensuring the overall health and security of our clients’ IT environments.
Key Responsibilities
Incident Management: Receive, triage, and prioritize incoming support tickets. Diagnose and resolve complex technical issues related to hardware, software, and network infrastructure. Escalate critical issues to higher-tier support or engineering teams as needed. Document incident resolution processes and share knowledge with the team.
System Administration: Manage and maintain server and network infrastructure, including user accounts, permissions, and security policies. Perform routine system maintenance tasks, such as patching, updating, and backups. Monitor system performance and proactively identify and resolve potential issues.
Security: Implement and enforce security best practices, including firewall rules, access controls, and vulnerability scanning. Respond to security incidents and threats, taking appropriate action to mitigate risks.
Remote Support: Provide remote technical support to clients using various remote tools, such as remote desktop and screen sharing. Troubleshoot and resolve issues remotely, minimizing on-site visits.
Client Communication: Effectively communicate with clients, both technical and non-technical, to explain
complex issues in clear and concise terms. Provide timely updates on incident status and resolution efforts. Build and maintain strong relationships with clients.
Documentation: Create and maintain clear and concise technical documentation, including knowledge base articles, procedures, and report.
Requirements
Strong understanding of IT infrastructure, including servers, networks, and virtualization
technologies.
Proficiency in troubleshooting and resolving issues related to Windows and Linux operating systems.
Experience with network protocols (TCP/IP, DNS, DHCP, VPN).
Knowledge of common IT security practices and threat mitigation techniques.
Excellent problem-solving and analytical skills.
Strong written and verbal communication skills.
Ability to work independently and as part of a team.
Job Type: Full-time
Pay: $30.00-$36.00 per hour
Expected hours: 40 per week
Benefits:
Casual dress
Paid time off
Work Location: Hybrid remote in Winnipeg, MB R2H 0T4
💡 Quick Summary
Seeking a career-building opportunity? The Tier 2 Managed Services Technician position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Winnipeg offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.