Senior Service Engineer (L3) Full Time

Founded in 1999, Supra ITS has grown into a globally trusted IT partner, delivering world-class Managed IT, Cybersecurity, Digital Transformation, Application Services, and Business Process Outsourcing (BPO) Services. Headquartered in Mississauga, Supra ITS operates with 650+ employees worldwide, including Network Operations Centers (NOCs) in Canada and India, ensuring 24/7 IT support and seamless service delivery.

Supra ITS provides a full spectrum of IT solutions, including server and network management, private cloud, disaster recovery, service desk support, and advanced security services. With a security-first approach and SLA-driven commitments, Supra ITS takes complete ownership of IT services, allowing clients to focus on growth while ensuring uninterrupted operations.

Canon Partnership

In 2021, Canon Canada made an equity investment in Supra ITS, recognizing a shared vision to deliver world-class technology and managed services across North America.

What began as a strategic investment has since evolved into an integrated partnership, combining Canon’s innovation and enterprise solutions with Supra ITS’s agility, customer focus, and managed services expertise.

Today, we operate as a unified force, driving rapid growth across North America through automation, cloud, cybersecurity, and business process solutions. Together, Canon and Supra ITS are accelerating digital transformation for customers, delivering secure, scalable, and performance-driven IT solutions that redefine what it means to be truly customer-centric.

Canon Canada’s strategic investment in Supra ITS strengthens this commitment by integrating Canon’s cutting-edge technologies with Supra’s agile IT services. This partnership fosters innovation, enhances efficiency, and accelerates digital transformation, providing customers with superior IT solutions that are scalable, secure, and customer centric.

About Atomic North

Atomic North is the India-based subsidiary of Supra ITS, serving as the global delivery and operations centre behind Supra’s Managed IT, Application Services, and BPO businesses. As an integral part of Supra ITS’ international ecosystem, Atomic North ensures operational transparency, and seamless collaboration with our North American leadership teams. As Supra ITS scales rapidly across North America in partnership with Canon, Atomic North is expanding its leadership team in India to support the company’s next phase of growth, maturity, and operational excellence.

Team Overview

Join a high-performing, execution-driven service delivery organization with strong governance, documented processes, and direct leadership engagement.

You will work closely with Service Desk, NOC, SOC, Cloud, and Security teams across India and North America, supporting mission-critical customer environments in a structured, compliance-driven MSP model.

Job Summary

We are seeking a highly skilled and proactive L3 Infrastructure & End User Computing (EUC) Engineer to manage advanced technical operations, resolve complex infrastructure incidents, and support the overall IT environment across the organization.

This role requires a strong hands-on technical professional capable of handling enterprise-level L3 tickets, supporting the Service Desk (L1/L2) teams, and driving infrastructure improvements. The ideal candidate should possess broad end-to-end infrastructure experience, including office IT setup, data center management, network administration, endpoint management, asset management, user provisioning, and technical documentation.

As the organization grows, this individual will play a key leadership role in establishing, managing, and leading the complete IT Infrastructure function.

Key Responsibilities Infrastructure Operations & Support

• Handle and resolve complex L3 incidents, service requests, and problem management activities.
• Provide escalation support and technical guidance to L1/L2 Service Desk personnel.
• Manage and maintain enterprise IT infrastructure components including servers, firewalls, routers, switches, storage systems, wireless infrastructure, VPN solutions, internet/MPLS connectivity, backup solutions, and endpoint infrastructure.
• Perform root cause analysis (RCA) for recurring incidents and infrastructure failures.
• Ensure infrastructure availability, stability, security, and performance optimization.

Data Center & Office Infrastructure Management

• Coordinate with vendors, ISPs, OEMs, and third-party support providers.
• Manage infrastructure upgrades, migrations, and expansion activities.

End User Computing (EUC) & User Management

• Manage endpoint provisioning, configuration, and troubleshooting for desktops, laptops, printers, conferencing devices, and peripherals.
• Handle Active Directory administration, Group Policies, user provisioning, de-provisioning, and access management.
• Support collaboration and productivity platforms including Microsoft 365, Outlook, Teams, SharePoint, and endpoint management tools.
• Ensure compliance with IT security and access management policies.

Endpoint Management & Modern Workplace

• Manage and administer Microsoft Intune environments for device enrollment, compliance, application deployment, policy management, and endpoint security.
• Configure and manage Autopilot deployments, Mobile Device Management (MDM), Mobile Application Management (MAM), compliance policies, endpoint security baselines, Conditional Access integration, and Windows Update for Business (WUfB).
• Support hybrid endpoint environments integrated with Active Directory, Azure AD / Entra ID, and Microsoft 365.
• Manage endpoint lifecycle including provisioning, patching, remote support, and decommissioning.

Asset & Process Management

• Maintain IT asset inventory, hardware allocation records, software licensing, and lifecycle tracking.
• Drive IT standardization and operational process improvements.
• dentify infrastructure gaps, risks, and operational inefficiencies through technical analysis and reporting.
• Recommend scalable infrastructure improvements and optimization strategies.

Documentation & Knowledge Management

• Prepare and maintain SOPs, technical resolution documents, knowledge base articles, build and configuration documents, incident recovery procedures, and infrastructure diagrams.
• Develop troubleshooting guides for L1/L2 teams to improve first-call resolution and operational efficiency.
• Ensure documentation is regularly reviewed and updated.

Leadership & Team Management

• Mentor and guide L1/L2 engineers and Service Desk teams.
• Participate in hiring, onboarding, and technical evaluation processes for infrastructure team expansion.
• Eventually lead and manage the complete Infrastructure & EUC support function.
• Define operational standards, support models, and escalation processes.

Required Technical Skills Infrastructure & Systems

• Windows Server Administration
• Linux Administration
• Active Directory & Group Policy
• DNS, DHCP, VPN, TCP/IP Networking
• VMware/Hyper-V Virtualization
• Storage & Backup Solutions
• Microsoft 365 Administration
• Endpoint Management Solutions

Networking & Security

• Firewall Management (Fortinet, Palo Alto, Sophos, Cisco, etc.)
• Router & Switch Configuration
• Network Troubleshooting
• Wireless Network Management
• VPN & Remote Access Solutions
• Infrastructure Security Best Practices

Endpoint & Device Management

• Microsoft Intune
• Autopilot
• SCCM / MECM (preferred)
• Endpoint Security & Compliance
• Device Lifecycle Management
• Mobile Device Management (MDM)

EUC & IT Operations

• User Provisioning & Access Management
• Asset Management
• Hardware & Peripheral Troubleshooting
• ITIL-based Incident/Problem/Change Management
• Vendor & OEM Coordination

Preferred Skills

• Experience setting up complete office IT infrastructure from scratch.
• Experience managing small to mid-sized data center environments.
• Strong analytical and troubleshooting capabilities.
• Ability to create structured operational documentation and SOPs.
• Exposure to cloud platforms such as Azure or AWS is an advantage.
• Certifications such as ITIL, Microsoft, Cisco, VMware, Fortinet, or Azure are preferred.

Soft Skills

• Strong leadership and ownership mindset.
• Excellent problem-solving and decision-making abilities.
• Strong communication and stakeholder management skills.
• Ability to work independently in fast-paced environments.
• Process-oriented with strong documentation discipline.
• Ability to manage multiple priorities and critical incidents effectively.

Key Expectations from the Role

• Act as the primary L3 escalation point for infrastructure-related issues.
• Improve operational maturity of IT support functions.
• Build scalable infrastructure processes and standards.
• Enable L1/L2 teams through technical mentorship and documentation.
• Lead future infrastructure operations and team management initiatives.

Skills: infrastructure,itil certified,security,azure,it,microsoft,leadership,management