Employment Opportunities

IT Support Engineer

The Support Engineer’s role is to maintain a balance between responding to technical support requests from office staff and technical projects required to maintain XE’s North American desktop infrastructure and applications.

This role will proactively identify trends in issues raised on the helpdesk and raise work streams in order to address the root cause of these issues from front end user through to backend services.

This position will apply proven communication, analytical, and problem-solving skills to work closely with the business units and other IT functions in order to identify, communicate, and resolve issues in order to ensure the smooth operation of all services provided by XE’s IT Operations-North America.

Established in 1993, XE has been selected as a GTA Top Employer multiple years. We are profitable, growing, and community-involved. In July 2015 XE became part of the Euronet (NASDAQ: EEFT) family, a global provider of electronic payment and transaction processing solutions for financial institutions, retailers, service providers and individual consumers. Euronet has over 4,600 employees in 39 countries who help process over 2.6 billion transactions a year which generates over $1.7 billion in annual revenue.

Each month, more than 35 million people use our foreign exchange tools and services, including the XE Currency Converter and the XE Currency App, which has received 60 million installs. Our money transfer services have booked billions of dollars in transactions and our commercial currency data has been used by thousands of corporate clients, from SMEs to Fortune 500 companies. XE is committed to continuing our role as leaders and innovators in our industry.

We want our team members to lead happy, healthy, balanced lives. Our 40-hour work week supports work-life balance. We offer generous benefits, including dental, maternity, and RSP matching. And if you need a break, you can use our well-equipped gym and showers. We provide delicious lunches every Friday, followed by some intense games of ping pong (to burn off the calories). We think the best relationships are built on respect, so we strive to ensure that this is reflected in our relationship with employees.

  • Collaborate with the business and the rest of the IT department to ensure smooth and reliable operation and third party software and systems for fulfilling business objectives and processes.
  • Work with team members, decision makers, and stakeholders to define business requirements and systems goals, and to identify and resolve business systems issues.
  • Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems.
  • Identify trends based on issues logged by business users and address these trends with relevant solutions either independently or through collaboration within the IT team.
  • Participate in the design, maintenance, development, and evaluation of all infrastructure systems, including LANs, WANs, Internet, intranet, security, wireless implementations, in line with business support needs and requirements.
  • Create and maintain documentation as it relates to system configuration, mapping, processes, and service records both for internal IT use and for business use.
  • Monitor and test system performance; prepare and deliver system performance statistics and reports in line with business support requirements.

Knowledge & Experience

  • Advanced knowledge of at least 3 of the following: Mac OS, Linux , Windows, Active Directory and Citrix XenApp.
  • Advanced Desktop/Laptop experience is highly desirable (Macbook Pro, iMAC, laptops and desktops (Lenovo and HP)
  • Advanced knowledge of Microsoft suite of products such as Office, Outlook, etc.
  • Excellent software troubleshooting experience from end user through to backend services.
  • Good knowledge of Cloud Technology.

Personal Attributes

  • Good organizational skills.
  • Excellent written, oral, and interpersonal communication skills including communicating to a non-technical member of staff.
  • Ability to conduct research into systems issues and products as required.
  • Ability to communicate ideas in both technical and user-friendly language.
  • Highly self motivated and directed, with keen attention to detail.
  • Proven analytical and creative problem-solving abilities.
  • Able to prioritize and execute tasks in a high-pressure environment.
  • Strong customer service orientation.
  • Ability to work in a team-oriented, collaborative environment.

The jobholder must be available at some times outside of work hours, but only as required to facilitate certain infrastructure and software changes.

XE welcomes and encourages applications from people with disabilities. Please advise the Recruiter to ensure your accessibility needs are accommodated throughout the process. Information received relating to accommodation will be addressed confidentially.

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