About the Company
CGI is among the largest IT and business consulting services firms in the world, committed to helping clients achieve their business goals. With a global presence and a culture of innovation, we empower our professionals to deliver high-quality services and solutions across various industries. We believe in fostering a diverse and inclusive work environment where every individual can thrive and make a significant impact.
Job Description
We are seeking a highly skilled and experienced Technical Support Engineer (Tier 3) to join our dynamic team in Georgetown, ON. This role is crucial for resolving complex technical issues, performing root cause analysis, and providing expert guidance to our clients and internal teams. You will be responsible for managing critical incidents, implementing preventative measures, and contributing to the continuous improvement of our support processes. This position is open to candidates requiring sponsorship, demonstrating our commitment to attracting top talent globally. If you have a passion for technology, problem-solving, and delivering exceptional service, we encourage you to apply.
Key Responsibilities
- Provide advanced technical support and troubleshooting for complex system issues, acting as an escalation point for Tier 1 and Tier 2 teams.
- Perform in-depth root cause analysis for recurring problems and implement permanent solutions.
- Manage critical incidents, ensuring timely resolution and communication with stakeholders.
- Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
- Collaborate with development, operations, and product teams to identify and resolve systemic issues and improve product stability.
- Mentor and train junior support engineers, sharing knowledge and best practices.
- Participate in on-call rotations for critical system support, as required.
- Contribute to the continuous improvement of support tools, processes, and policies.
- Ensure compliance with company security policies and industry best practices.
Required Skills
- Minimum of 5 years of experience in a Tier 2 or Tier 3 technical support role.
- Strong understanding of IT infrastructure, networks (TCP/IP, DNS, VPN), and operating systems (Windows Server, Linux).
- Proficiency in troubleshooting complex software applications and system integrations.
- Experience with database systems (SQL Server, Oracle, MySQL) and query languages.
- Familiarity with virtualization technologies (VMware, Hyper-V) and cloud platforms (Azure, AWS).
- Excellent problem-solving, analytical, and communication skills.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Relevant industry certifications (e.g., ITIL, MCSE, CCNA, AWS/Azure certifications).
- Experience with scripting languages (e.g., PowerShell, Python, Bash).
- Prior experience in a consulting or managed services environment.
- Knowledge of IT security principles and best practices.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Company-matched retirement savings plan (RRSP).
- Professional development and training opportunities.
- Opportunities for career growth and advancement within a global company.
- Employee assistance program.
- Relocation assistance and sponsorship support available for eligible candidates.
- Flexible work arrangements (hybrid model).
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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