What you will do as our new Integration Engineer for the Deployment and Integration services.
- Serve as a single point of contact while effectively and cooperatively providing superior service and problem resolution.
- Create service requests and properly document all customer interactions and troubleshooting actions in the department's case management system.
- Configure, implement, and test new functionalities in software solutions.
- Log, update, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAs.
- Perform new implementations, integrations, installations, upgrades, and migrations of existing customer systems.
- Integration with customer IT systems such as SSO, LMS, SIS
- Communicate and coordinate with internal departments when addressing software bugs or new releases.
- Occasionally perform Quality Assurance tasks for testing of new software versions
- Follow procedures and continually improve internal processes for maintenance of solutions that are in production.
- Collaborate with developers and QA teams for high-quality on time delivery.
- Develop and maintain technical knowledge base for the deployment services department, making sure internal documentation and processes are up to date.
- Liaisons with the Professional Services team to ensure all installation and integration are completed on time and to specifications.
- Liaisons with the Customer Support team to ensure we can provide them with assistance if needed.
- Build relationships with the operational and technical department management of key customers.
Must have:
- 1-3 years’ experience in IT related field
- Exceptional Customer Service focus
- Experience with authentication solutions (LDAP, CAS, SAML, ADFS)
- Experience with authentication systems (Azure, ADFS, Shibboleth)
- Engineer or Business Diploma in related field.
- Experience working and consuming APIs, especially SOAP and REST APIs Relevant technical work (using API testing tools).
- Experience and knowledge with programming and scripting languages (specially in C#, Python and PowerShell)
- Experience deploying web applications in IIS server and network administration.
- Experience working with Microsoft Server 2012/2014/2016/2019, MSSQL 2014,2016,2017 IIS 7.5/IIS 8
Here's what you'll bring to the role.
- Experience with system integration, a good understanding of product architecture, infrastructure components, databases, cloud systems, and virtualization
- Experience with software development and/or scripting languages.
- Good understanding of HTML, CSS, and XML
- Proactive maintenance on hosting/SaaS infrastructure
- Strong analytical, problem solving, and decision-making skills.
- Experience working with multiple stakeholders in a problem-solving environment.
- Exceptional communication skills, both oral and written, with client interaction experience at executive levels
- Ability to handle difficult or sensitive situations with diplomacy and tact.
- Excellent time management and organizational skills
- Creative and self-motivated with good interpersonal skills
- Ability to work independently and as part of a team.
- Ability to quickly learn new technologies and to troubleshoot technical problems.
- Attention to details.
- English (both verbal and written), French a bonus
- Passion for helping customers with strong customer service skills.
Nice to Have:
- Technical Certifications: Microsoft
- Experience with various Learning Management Systems (Blackboard, Canvas, Sakai, D2L, Moodle)
- Knowledge/Experience working with cloud offerings such as Microsoft Azure or AWS
- Experience working with SANs.
- Other languages a plus