IT Engineer (Systems, Network & Support)

BC Vancouver

Full time contract

IT Engineer (Systems, Network & Support)

The IT Engineer (Systems, Network & Support) provides day-to-day operational

support and continuous improvement across end-user computing, servers, core

network services, and cloud platforms. The role is responsible for resolving incidents

and service requests, maintaining reliable and secure infrastructure, and supporting

business users through basic desktop and application troubleshooting.

This role partners with helpdesk/TSRs and other engineers to deliver timely support,

provides escalation assistance for complex technical issues, and ensures systems

and network configurations align with organizational standards and intended

architecture.

The role combines hands-on technical execution (support, administration, and

troubleshooting) with disciplined documentation, change control, and a customer-

service mindset, without holding commercial ownership or direct account management responsibilities.

Role Objectives

• Maintain stability, performance, and availability of IT systems and network

services

• Provide timely resolution for incidents and service requests across

infrastructure and end-user computing

• Reduce recurring issues through structured troubleshooting, root cause

analysis, and preventive maintenance

• Execute and govern changes to systems and network configurations with

appropriate risk control

• Improve monitoring, reporting, patching, automation, and documentation to

increase reliability and efficiency

• Support security best practices and reduce operational risk through

standards and continuous improvement

• Collaborate with and mentor junior staff/service desk on systems, network,

and support processes

• Perform structured knowledge transfer to service desk and end users,

ensuring support readiness for new/changed systems and recurring issues

• Maintain accurate IT asset lifecycle records (procurement, assignment,

inventory, warranty, refresh, and disposal) for endpoints and infrastructure

Key Responsibilities

1 Incident Resolution & End-User Support

• Provide technical support for users (PC/laptop, printers, common business

apps, email, collaboration tools)

• Troubleshoot and resolve incidents across systems, network connectivity,

network configuration and basic application access issues

• Escalate effectively to vendors or higher-tier teams, providing clear

diagnostics and impact summaries

• Communicate updates to stakeholders in a clear, customer-friendly manner

(ETA, workarounds, next steps)

• Document resolutions and known errors to improve first-contact resolution

and reduce repeat incidents

2 Problem Management & Root Cause Analysis

• Perform root cause analysis for recurring incidents and document

corrective/preventive actions

• Identify systemic weaknesses in configurations, processes, capacity, and user

enablement

• Implement permanent fixes and preventive measures (patching, configuration

hardening, standardization)

• Reduce repeat tickets by improving self-service guides and knowledge base

articles

• Recommend improvements to infrastructure, network design, or endpoint

standards where required

3 Systems Administration & Platform Services

• Administer Windows/Linux servers and core services (AD, DNS, DHCP,

file/print services) as applicable

• Maintain patching, backups, endpoint management, and routine maintenance

schedules

• Monitor system health, capacity, and performance; tune resources and

services to meet operational needs

• Support virtualization and cloud workloads (e.g., Microsoft 365/Azure/AWS)

within assigned scope

• Maintain and improve system documentation, runbooks, and configuration

baselines

4 Network Administration

• Support Wi-Fi operations including end user internet connectivity
• Maintain network documentation (diagrams, IP addressing, device inventory)
• Monitor network availability and performance; respond to alerts and

coordinate outages with providers

• Troubleshoot connectivity issues (DNS/DHCP, Wi-Fi) end-to-end

5 Change Management & Operational Controls

• Plan, implement, and validate approved changes to systems, network

devices, and cloud services

• Create or validate rollback plans and maintenance window communications
• Follow change control procedures and participate in CAB discussions when

required

• Assess risk and impact prior to implementation, including business/user

impact and security considerations

• Ensure changes are documented, tested (where applicable), and reflected in

configuration records

• Conduct post-change validation and post-implementation review as needed;

update runbooks/KB articles and perform handover/knowledge transfer to

ensure ongoing supportability

6 Vendor & Escalation Management

• Log and manage vendor cases for ISP, hardware, software, and cloud service

issues as needed

• Coordinate troubleshooting with third parties and validate remediation actions

before closure

• Manage escalations, track SLAs/ETAs, and communicate progress to internal

stakeholders

• Ensure support contracts and warranties are leveraged appropriately and

renewals are flagged to owners

7 Monitoring, Automation & Continuous Improvement

• Maintain monitoring and alerting for endpoints, servers, and network devices;

improve signal-to-noise

• Automate routine tasks (scripts, standard templates, self-service

documentation) where practical

• Continuously improve service delivery processes (handoffs, ticket quality,

knowledge base, standards)

• Identify opportunities to improve performance, reliability, and user experience

across the IT environment

• Produce regular operational reports (e.g., availability/uptime, incident trends,

capacity, patch/backup compliance, top recurring issues) and provide

actionable recommendations

8 Documentation & Knowledge Sharing

• Create and maintain user guides, runbooks, and troubleshooting procedures
• Maintain accurate asset records and configuration documentation (systems

and network)

• Share knowledge with the team through walkthroughs, KB articles, and

support playbooks

• Deliver knowledge transfer sessions and handover notes for new

services/changes (support playbooks, FAQs, troubleshooting steps,

escalation paths)

• Support onboarding and basic coaching of junior staff/service desk to

improve consistency and quality

9 Asset Management & Hardware Implementation

• Maintain asset inventory and records (CMDB/asset tool), including

ownership/assignment, warranty status, and location

• Coordinate procurement and vendor deliveries (quotes/specs), and validate

hardware received against requirements

• Prepare and deploy new hardware (imaging, configuration, endpoint security,

standard applications, and device enrollment)

• Perform hardware installations and replacements (PCs/laptops, peripherals,

basic network gear) following change control and documentation standards

• Support refresh cycles, upgrades, and decommissioning; ensure secure data

handling, wipe/disposal procedures, and chain-of-custody where required

• Keep build standards and deployment checklists up to date; provide

handover/knowledge transfer for newly implemented hardware

Scope & Boundaries

The IT Engineer (Systems, Network & Support):

• Does not own commercial pricing or contracts
• Does not manage revenue targets
• Does not serve as Account Manager
• Does not independently approve contractual SLA changes
• May provide architectural input but does not replace formal Solution

Architecture ownership

The role holds technical authority, not commercial or contractual authority.

Key Performance Indicators (KPIs)

Primary (Operational Stability)

• Major Incident MTTR
• Recurring incident reduction rate
• Change success rate (high-risk changes)
• Infrastructure uptime metrics
• Monitoring coverage and alert quality (coverage of critical services, false-

positive reduction, response to alerts)

• Operational reporting quality and timeliness (weekly/monthly reports

delivered, accuracy, and actionable insights)

• Asset inventory accuracy and lifecycle compliance (assignment accuracy,

timely updates, warranty/refresh tracking)

• New hardware deployment success and timeliness (deployment lead time,

rework rate, standard build compliance)

Engineering Excellence

• RCA quality and timeliness
• Automation adoption impact
• Technical debt reduction

Leadership & Governance

• Escalation reduction from lower tiers
• Mentorship effectiveness
• Knowledge transfer effectiveness (handover completeness, reduced repeat

escalations, positive feedback from support teams)

• Compliance with change governance

Governance Statement

The IT Engineer (Systems, Network & Support) is accountable for reliable day-to-day

operations across end-user computing, systems administration, and network

services, including disciplined incident management, change execution,

documentation, and continuous improvement.

Service Delivery/Operations leadership retains SLA and customer governance

accountability.

Project/implementation teams retain delivery accountability for scoped projects.

Commercial authority remains with Account Management and Finance (where

applicable).