Technology Support Engineer II

Zafin is an AI platform company helping regulated institutions modernize how critical work is designed, governed, and delivered. Our technology enables organizations to move faster while maintaining the governance, accountability, and control required in highly regulated environments.

Our portfolio includes Zafin AIOS, an agent orchestration platform for governed AI work; the Zafin Banking Platform, which helps banks modernize product, pricing, offers, billing, loyalty, and relationship management; and Zafin IO, an integration platform that connects data, systems, and workflows across complex enterprise environments.

Headquartered in Toronto, Canada, Zafin partners with leading financial institutions across North America, Europe, the Middle East, Africa, and Asia-Pacific. As AI transforms the future of financial services, we're building the platforms that help regulated organizations adopt AI responsibly and at scale.What is the Opportunity?

As a Technology Support Engineer within Technology Group, you will learn, grow, and contribute as part of a highly competent global team, supporting a leading-edge mixed cloud and on-premises environment. This role is accountable for maintaining the cloud applications and platforms as well as on-premises infrastructure for the organization. This role is responsible for identifying and resolving any issues in the domain delivering an excellent end-user experience. This role will be based in Zafin Toronto office supporting Global IT operations.

This role reports to the Manager, Systems and Technology.

What will you do?

Perform implementation, administration and support responsibilities for cloud applications, platforms and systems including, but not limited to the below:

Microsoft 365

Microsoft Azure cloud

Microsoft Defender

• Microsoft End Point management / Intune
• Windows, MacOS and Linux technology stack

Azure Entra ID

• Atlassian products – Jira, Confluence
• Network Administration (routers, firewalls, switches)
• Security Patching & Vulnerability management
• Maintain security, backup, and redundancy strategies
• Provisioning of end user devices
• Software distribution
• Upgrades, repairs, and preventive maintenance on IT equipments
• System security

Provide Help Desk support, including

• Provide support to end users experiencing hardware, software, and network issues on-site or via remote-access systems
• Incident response and service request management
• Research, diagnose, troubleshoot and identify solutions to resolve issues
• Collaborate well with stakeholders across the globe and within the team to ensure time-bound resolution of issues and service requests
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure proper recording, documentation, and closure of support tickets as per IT Service Management standards, adhering to SLA’s
• Adhere to established Change Management process standards
• Participate in Team Meetings, Project Sprints, and other collaborations
• Work on technical projects in an Agile environment
• End user training for employees
• Prepare user documentation, procedures, and relevant training materials
• Assist in statistical data capture of key metrics for IT reporting
• Research and report on new technologies that would help the organization to meet new and ever-changing business goals and requirements
• Proactive issue remediation and service mindset to maintain excellent end user experience
• What do you need to succeed?
• Degree in Computer Science, Engineering or equivalent
• 3-5 years of proven working experience in the field of IT administration
• This is a 100% in-office role. The selected candidate must work from the office every business day. Remote or hybrid work arrangements are not available for this role.
• Sound knowledge in cloud concepts and working experience in at least one cloud platform, preferably Microsoft Azure
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