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

UCCX ENGINEER – Managed Services

Synnapex Inc. – Richmond Hill, ON

[posting date: 2021-10-06]

POSITION SUMMARY

The role of UCCX Engineer is a technical support position within the Managed Services group. This person is an intermediate support provider, responsible for supporting end-users in customer organizations regarding Cisco UCCX, and unified communications. Preference will be given to candidates who also have knowledge of network, security appliances, and servers.

The UCCX Engineer will be responsible for interacting with users at all levels within customer organizations and triage of after-hours incidents. The UCCX Engineer will also, in some cases, be responsible for liaising with technology vendors as part of the issue resolution process. The UCCX 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.

MAJOR ELEMENTS OF THE ROLE

PRIMARY RESPONSIBILITIES

  • Support corporate networks remotely while interacting with "non-technical" staff
  • Monitor and resolve customer incidents or escalate to appropriate staff as needed
  • First responder for all incoming user requests (email, phone, helpdesk portal) from Global users
  • Work directly with customers and communicate in business terms according to Synnapex guidelines
  • Provide accurate and timely resolutions to customer inquiries by email, phone, or remote sessions
  • Efficiently triage and prioritize technical support requests based on the issue presented.
  • Follow up and track open support tickets to ensure timely resolution (create, manage, and update tickets with accurate information)
  • After-hours maintenance and changes based on prepared MOPs (Method of Procedure)
  • Patch Management monitor, recommendation, and mitigation
  • Updating inventory and maintaining inventory database of customer environments
  • Preparing and revising documentation such as “how-to” guides and internal knowledgebase
  • Co-ordination with hardware vendors when required
  • Understand and work within SLA/SLO agreements
  • Create Problem records for issues that require further follow-up / permanent fixes
  • Follow all change management guidelines and policies      

SECONDARY RESPONSIBILITIES

  • Assist with research if required to coach and mentor the members of the support team
  • 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
  • Assist in the creation of Self- Help content such as quick start guides, learning paths, and On-Demand Training materials

SKILLS AND EXPERIENCE REQUIRED:

Education and Experience

  • Post-Secondary education in a related field
  • Minimum 3 years practical business experience with UCCX environment
  • CCNP Collaboration
  • Pursuit of one of the following certifications is an asset: Microsoft (MCSE or equivalent, CCNA, CCNP, CCIE, Fortinet, Security+, A+, Network +)

Technical skills

  • MS Office applications (Excel, Access, Outlook and Word)
  • Experience with UCCX and the Cisco Unified Communications platform.
  • An understanding of switching, routing, security appliances and wireless and their purpose in a corporate network preferred, but not required
  • Past professional experience in maintaining and supporting corporate UC
  • Ability to concisely document an issue and its solution
  • Able to adapt between competing solutions between multiple vendors
  • Professional experience with an Enterprise ticketing/helpdesk system
  • Professional experience with monitoring tools

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
  • Proven organizational and detailed capabilities in a cross departmental support role
  • Ability to concisely document an issue and its solution
  • Canadian French an asset

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

HOW TO APPLY:

To apply, please send your resume and a cover letter to hr@synnapex.com , or click the link below to apply online. Only short-listed candidates will be contacted for an interview. We thank for your interest in this position.

SOLUTION ENGINEER – SECURITY

Synnapex Inc. – Richmond Hill, ON

[posting date: 2021-09-16]

POSITION SUMMARY

Are you a hacker at heart? Are you passionate about technology? We want to strengthen our security team with the best security talent who wants to make a difference by protecting companies across Canada. Our fundamental principles and philosophy consist of knowledge exchange, the desire to learn every day and a commitment to other team members.

The role of Solution Engineer is a position within the Professional Services group. This person is a professional services resource responsible for implementing and supporting Synnapex’s clients with routing & switching and security related projects.

The Solution Engineer will be responsible for interacting with clients, to prepare, plan, implement and optimize security solutions.  The engineer will also be, in some cases, responsible for supporting existing Managed Services clients as a Level 3 escalations from our dedicated Managed Services resources.

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, take guidance from and report directly to the manager of Professional Services.

MAJOR ELEMENTS OF THE ROLE

PRIMARY RESPONSIBILITIES

  • Design and implement network and security solutions
  • Communicate with customers in business terms
  • Co-ordination project timelines and plans with customers and project managers
  • After-hours maintenance and changes
  • Preparing and revising documentation such as “as-built” documents
  • Update internal knowledgebase    

SECONDARY RESPONSIBILITIES

  • Assist with research if required to coach and mentor the members of the support team
  • 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
  • Assist in the creation of Self- Help content such as quick start guides, learning paths, and On-Demand Training materials

SKILLS AND EXPERIENCE REQUIRED:

Education and Experience

  • Post-Secondary education in a related field
  • 5-year practical business experience in an implementation role
  • Pursuit or holding of one of the following certifications is an asset:
  • CCIE R&S or Security, CCNP R&S or Security, JNCIA / JNCIS
  • CISSP, OSCP, PCNSE

Technical skills

  • MS Office applications (Excel, Access, Outlook and Word)
  • Nexus 9K / 7K / 5K / 3K / 2K
  • Cisco Security Solutions (ASA, FTD, ISE, Umbrella, AMP for Endpoints, ISE, ThreatGrid, etc.)
  • Juniper Security Solutions
  • Palo Alto firewalls
  • Cisco Enterprise Routing and Switching
  • Juniper Enterprise Routing and Switching
  • HP and Aruba Enterprise Routing and Switching
  • Ability to assist in the pre-sales process

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
  • Proven organizational and detailed capabilities in a cross departmental support role
  • Ability to concisely document an issue and its solution
  • Canadian French an asset

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

If you would like more information on Synnapex, please visit our website at http://www.synnapex.com

We thank all applicants in advance for their interest; however, only those candidates selected for an interview will be contacted. No agencies please.

HOW TO APPLY:

To apply, please send your resume and a cover letter to hr@synnapex.com , or click the link below to apply online. Only short-listed candidates will be contacted for an interview. We thank for your interest in this position.

JR SOLUTION ENGINEER – Managed Services

Synnapex Inc. – Richmond Hill, ON

[posting date: 2021-09-01]

POSITION SUMMARY

The role of Solution Engineer is a 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.

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 Global users
  • Understand and work within SLA/SLO agreements
  • Communicate with customers in business terms according to Synnapex guidelines
  • Create, manage, and update tickets with accurate information
  • Co-ordination with hardware vendors when required
  • After-hours maintenance and changes based on prepared MOPs (Method of Procedure)
  • Remote support for customer environments
  • Patch Management monitor, recommendation and mitigation
  • Updating inventory and maintaining inventory database
  • Assist with preparation 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
  • 3 -5 years practical business experience
  • Pursuit of one of the following certifications is an asset: Microsoft (MCSE/MCSA or equivalent, CCNA, CCNP, CCIE, Security+, A+, Network +, Unified Collaboration)

Technical skills

  • 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
  • Proven organizational and detailed capabilities in a cross departmental support role
  • Canadian French an asset

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

HOW TO APPLY:

To apply, please send your resume and a cover letter to hr@synnapex.com , or click the link below to apply online. Only short-listed candidates will be contacted for an interview. We thank for your interest in this position.

SOLUTION ENGINEER – Managed Services

Synnapex Inc. – Richmond Hill, ON

[posting date: 2021-09-01]

POSITION SUMMARY

The role of Solution Engineer is a 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.

MAJOR ELEMENTS OF THE ROLE

PRIMARY RESPONSIBILITIES

  • Support corporate networks remotely while interacting with "non-technical" staff
  • Monitor and resolve customer incidents or escalate to appropriate staff as needed
  • First responder for all incoming user requests (email, phone, helpdesk portal) from Global users
  • Work directly with customers and communicate in business terms according to Synnapex guidelines
  • Provide accurate and timely resolutions to customer inquiries by email, phone, or remote sessions
  • Efficiently triage and prioritize technical support requests based on the issue presented
  • Follow up and track open support tickets to ensure timely resolution (create, manage, and update tickets with accurate information)
  • After-hours maintenance and changes based on prepared MOPs (Method of Procedure)
  • Patch Management monitor, recommendation, and mitigation
  • Updating inventory and maintaining inventory database of customer environments
  • Preparing and revising documentation such as “how-to” guides and internal knowledgebase
  • Co-ordination with hardware vendors when required
  • Understand and work within SLA/SLO agreements
  • Create Problem records for issues that require further follow-up / permanent fixes
  • Follow all change management guidelines and policies      

SECONDARY RESPONSIBILITIES

  • Assist with research if required to coach and mentor the members of the support team
  • 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
  • Assist in the creation of Self- Help content such as quick start guides, learning paths, and On-Demand Training materials

SKILLS AND EXPERIENCE REQUIRED:

Education and Experience

  • Post-Secondary education in a related field
  • 3 -5 years practical business experience
  • Pursuit of one of the following certifications is an asset: Microsoft (MCSE or equivalent, CCNA, CCNP, CCIE, Fortinet, Security+, A+, Network +, Unified Collaboration)

Technical skills

  • MS Office applications (Excel, Access, Outlook and Word)
  • An understanding of switching, routing, security appliances and wireless and their purpose in a corporate network
  • Past professional experience in maintaining and supporting corporate networks
  • Ability to concisely document an issue and its solution
  • Able to adapt between competing solutions between multiple vendors
  • Professional experience operating and provisioning RMM tools

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
  • Proven organizational and detailed capabilities in a cross departmental support role
  • Ability to concisely document an issue and its solution
  • Canadian French an asset

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

HOW TO APPLY:

To apply, please send your resume and a cover letter to hr@synnapex.com , or click the link below to apply online. Only short-listed candidates will be contacted for an interview. We thank for your interest in this position.

JR Solution Engineer – Professional Services

Synnapex Inc. – Richmond Hill, ON

[posting date: 2021-09-01]

POSITION SUMMARY

The role of JR Solution Engineer is a full-time, entry-level technical position within the Professional Services group. This person is a dealing with the design, configuration, testing, commissioning, and documentation of customer technical solutions The Solution Engineer will be responsible for interacting with users at all levels within customer.

MAJOR ELEMENTS OF THE ROLE

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

 

EDUCATION AND EXPERIENCE

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

TECHNICAL SKILLS

  • Basic troubleshooting processes
  • MS Office applications (Excel, Access, Outlook, and Word)
  • Well-rounded familiarity with IT concepts such as networking, wireless, 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
  • Excellent organization and attention to detail

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

HOW TO APPLY:

To apply, please send your resume and a cover letter to hr@synnapex.com , or click the link below to apply online. Only short-listed candidates will be contacted for an interview. We thank for your interest in this position.

ACCOUNT MANAGER

Synnapex Inc. – Richmond Hill, ON

[posting date: 2021-09-01]

POSITION SUMMARY

The Account Manager role is for someone 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. The successful candidate should be technically inclined and can identify customer pain points and anticipate their needs to line them up with the appropriate service and products.

MAJOR ELEMENTS OF THE ROLE

PRIMARY RESPONSIBILITIES

  • 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

SKILLS AND EXPERIENCE REQUIRED:

Education and Experience

  • Post-Secondary education in a related field
  • Minimum 5 years practical business experience

Skills

  • Advanced problem resolution and communications skills
  • MS Office applications (Excel, Access, Outlook, and Word)
  • Well-rounded familiarity with IT concepts such as networking, wireless, servers, endpoints
  • Able to work with minimal supervision, as well as within a team environment
  • Proven customer excellence experience
  • Strong desire to learn, ability to work in a fast-paced environment
  • Excellent written and oral communications skills
  • Proven organizational and attention to detail

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

HOW TO APPLY:

To apply, please send your resume and a cover letter to hr@synnapex.com , or click the link below to apply online. Only short-listed candidates will be contacted for an interview. We thank for your interest in this position.

ORDER MANAGEMENT ASSOCIATE

Synnapex Inc. – Richmond Hill, ON

[posting date: 2021-09-01]

POSITION SUMMARY

The Order Management Associate position is a key role within the Inside Sales team responsible for processing incoming orders from order through delivery. 

Normal hours are from 9am to 5pm

PRIMARY RESPONSIBILITIES

  • Processing incoming orders with distribution and manufacturers ensuring to capture pertinent details within the order management system
  • Setup of eCommerce shipping with database updates and communication
  • Inventory tracking and drop ship order management
  • Creation and sending invoices to customers as orders are shipped/received by distribution
  • Receiving incoming shipments for customers and ensuring to capture all relevant details for tracking
  • Vendor relationship management to ensure positive experiences
  • Will be expected to request expedites on orders quickly and efficiently

SKILLS AND EXPERIENCE REQUIRED:

Education and Experience

  • Post-Secondary education in a related field is an asset
  • 1 years practical experience in retails sales/customer service environment
  • Proven Customer Service or Customer Experience related experience
  • Familiarity with Quickbooks and CRM tools is an asset
  • MS Office applications (Excel, Access, Outlook and Word)

Soft Skills

  • Able to work with minimal supervision, as well as collaborate well with other teams
  • Comfortable with dealing with internal teams at all levels
  • Strong desire to learn, ability to work in a fast-paced environment
  • Excellent written and oral communications skills
  • Proven strong organizational and attention to detail
  • Excellent time management
  • Effective problem-solving skills
  • Initiative

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

HOW TO APPLY:

To apply, please send your resume and a cover letter to hr@synnapex.com , or click the link below to apply online. Only short-listed candidates will be contacted for an interview. We thank for your interest in this position.

SERVICE DELIVERY ADMINISTRATOR

Synnapex Inc. – Richmond Hill, ON

[posting date: 2021-09-01]

POSITION SUMMARY

The role of Service Delivery Administrator will work directly with the PMO, Managed Services and Professional Services leads.  The Service Delivery Administrator role is designed to work and support across all services teams.  The primary responsibilities are designed to increase visibility and consistency in delivery of service both internally and externally. This role will report directly to the Director of Services.   This role is a non-technical customer service and admin support role.

Normal hours are from 9am to 5pm

MAJOR ELEMENTS OF THE ROLE

PRIMARY RESPONSIBILITIES

  • Coordination of business case creation for internal projects including resource requirements and presentation to Executive Management for approval
  • Documentation for, and management of, internal projects including report outs and task assignment from scoping through closure
  • Conversion and setup of project boards for all new professional services won opportunities
  • Produce and distribution of project related status reporting from on a pre-defined schedule and identify opportunities to create automated workflows within the tool
  • Project completion survey distribution and collection with reporting matrix developed for internal teams
  • Collection and distribution of ‘lessons learned’ after project completion and monthly review with Sales Team.  Reporting of trending and associated actions.
  • Customer liaison for new client integration into the Managed Services including population of client runbook, policy and communication documentation.
  • High touch customer lead for managed services including but not limited to, monthly cadence meetings, escalation of un-resolved tickets, patch management approvals
  • Responsible to assume Customer Experience quarterly cadence meetings and identify additional opportunities
  • Maintain customer contacts and update as required for changes in Synnapex or Customer staff at the project level and Managed Services contact parameters
  • Manage and maintain all internal documentation folders for ease of use, simplicity and visibility.

 

 

SKILLS AND EXPERIENCE REQUIRED:

Education and Experience

  • Post-Secondary education in a related field
  • 3 years practical business experience
  • Proven Customer Service or Customer Experience related experience
  • Project management foundational understanding or greater

Technical skills

  • 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 customers at varying levels
  • Strong desire to learn, ability to work in a fast-paced environment
  • Excellent written and oral communications skills
  • Proven organizational and detailed capabilities in a cross departmental support role

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

HOW TO APPLY:

To apply, please send your resume and a cover letter to hr@synnapex.com , or click the link below to apply online. Only short-listed candidates will be contacted for an interview. We thank for your interest in this position.