Careers

Join Us in Transforming IT for Industries Worldwide

At Synnapex, our expert team makes all the difference for our enterprise clients. To be the best problem solvers in the IT services industry, we’re also excellent listeners, business-minded thinkers, and effective managers.

We’re primarily a technical bunch, and we’re always looking for top talent to join our engineering team in Richmond Hill, Ontario.

Open Positions

Account Manager SYN-AM-1928

Synnapex Inc. – Richmond Hill, ON

POSITION SUMMARY

Synnapex is seeking an Account Manager who is sales-oriented and values productivity and customer engagement. The candidate will focus on acquiring additional revenue streams from existing clients as well as bringing new customers on board who can benefit from our professional services and hardware offerings. Our Account Managers are responsible for meeting pre-determined quotas while maintaining a high level of customer satisfaction.

Responsibilities include:

  • Enhance existing knowledge further with continuous study of products and technologies supported by Synnapex
  • Conduct sales activities including prospecting to develop opportunities in mid to large strategic accounts
  • Identify and profile targeted accounts
  • Build and strengthen the business relationship with current accounts and new prospects
  • Work with customers to develop and execute a strategic business plan focused on driving new opportunities
  • Liaise with the inside sales team to coordinate and direct sales activities
  • Maintain relationships with customers during the project lifecycle to ensure satisfaction of the project
  • Work with team to ensure accounts payable by customers are made
    Meet and exceed quota expectations
  • Prepare activity and forecast reports for management
    Coordinate with Marketing to develop and execute events as required

All candidates should have advanced problem resolution and communications skills. They should be technically inclined and have the ability to identify customer pain points and anticipate their needs in order to line them up with the appropriate service and products.

Junior Solution Engineer  SYN-JSE-1917

Synnapex Inc. – Richmond Hill, ON

POSITION SUMMARY

Technical resource dealing with the design, configuration, testing, commissioning and documentation of customer technical solutions.

PRIMARY RESPONSIBILITIES

• Work with the customer to design an appropriate technical solution based on the bill of materials provided
• Staging and configuration of the customer hardware
• Installation and testing of the hardware onsite at the customer facilities
• Commissioning of the end solution alongside the customer
• Troubleshoots problems with hardware equipment and software applications, as well as recommend corrective action
• Prepare comprehensive documentation reflecting the implemented solution
• Prepare and provide end-user and admin-user training sessions and materials
• Provide Level 2/3 Support on tickets and/or issues escalated from Managed Services
• Use interpersonal skills, product knowledge and expertise to respond to daily customer-centric activities
• Assist the sales team through the preparation and delivery of technical presentations and statements of work by matching specific client business requirements with effective technical solutions
• Educate potential customer prospects on product implementation and usage and answer their technical questions

Solution Engineer – Managed Services (Overnight) SYN-SE-1904-N
Synnapex Inc. – Richmond Hill, ON

POSITION SUMMARY

The role of Solution Engineer is an entry-level technical support position within the Managed Services group. This person is a first level support provider, responsible for supporting end-users in customer organizations regarding networking, unified communications, security appliances, and desktop/server incidents.

The Solution Engineer will be responsible for interacting with users at all levels within customer organizations and triage of after-hours incidents. The Solution Engineer will also, in some cases, be responsible for liaising with technology vendors as part of the issue resolution process. The Solution Engineer will also be responsible for tasks such as updating inventory and the internal knowledgebase as well as internal and external documentation. The candidate will work directly with and take guidance from and report directly to the manager of Managed Services.

Normal hours are from 7pm to 7am alternating between three- and four-night weeks.

MAJOR ELEMENTS OF THE ROLE

PRIMARY RESPONSIBILITIES

  • Monitor and resolve customer incidents or escalate to appropriate staff as needed
  • First responder for all incoming user requests (email, phone, helpdesk portal) from international and Canadian users
  • Understand and work within SLA/SLO agreements
  • Communicate with customers in business terms
  • Create, manage, and update tickets with accurate information
  • Co-ordination with hardware vendors
  • After-hours maintenance and changes based on prepared MOPs (Method of Procedure)
  • Remote support
  • Patch Management
  • Updating inventory and maintaining inventory database
  • Preparing and revising documentation such as “how-to” guides
  • Update internal knowledgebase

SECONDARY RESPONSIBILITIES

  • Assist with research if required
  • Review, develop and recommend changes regarding support procedures
  • Assist team members with projects as required
  • Assist with audit support
  • Assist with bug tracking and vulnerability management
  • Support role in disaster recovery scenarios
  • Additional duties, as required

SKILLS AND EXPERIENCE REQUIRED:

Education and Experience

  • Post-Secondary education in a related field
  • 1 year practical business experience
  • Pursuit of one of the following certifications is an asset: Microsoft (MCSE/MCSA or equivalent, CCNA, Security+, A+, Network +)

Technical skills

  • Basic troubleshooting processes
  • Experience with routing and switching
  • MS Office applications (Excel, Access, Outlook and Word)
  • Well-rounded familiarity with IT concepts such as networking, wireless, access-lists, servers, programming

Soft Skills

  • Able to work with minimal supervision, as well as within a team environment
  • Comfortable with dealing with customer support
  • Strong desire to learn, ability to work in a fast-paced environment
  • Excellent written and oral communications skills

**Please note that our successful candidate is required to complete a background check**

We regret to advise that only those selected for an interview will be contacted. No agencies please.

Job Type: Full-time

Job Location:

  • Richmond Hill, ON