Senior Support Engineer

THE SHORT VERSION

We need a senior engineer who is the last technical stop before the CIO.

Right now that last stop is the CIO, and that is the problem we are hiring to
fix. You would own escalations from our junior technicians, take directed work
from management, and carry your own tickets and projects through to sign-off.
You will be trusted to make the call and defend it, not to hand it back up the
chain.

If you are senior, you have run a real multi-client queue, and you are tired of
being the person who escalates rather than the person who d ---------- , read on.


WHO WE ARE

CasCom is a managed technology services provider in Yellowknife, Northwest
Territories. We have been doing this since 1996. Our clients are federal,
territorial and Indigenous governments, mining and resource companies,
construction firms, financial institutions, hotels and remote industrial camps
across the Northwest Territories, Nunavut and Yukon.

Many of our sites sit at the end of a satellite link in a community with no
local IT staff and nobody available to read a screen back to you. In winter
there is no road in. That constraint shapes how we work. We document, we
verify, and we do not guess on somebody else's production system.


WHAT THE WORK ACTUALLY LOOKS LIKE

These are real problems from recent months, with client names removed. If
reading them makes you want to start typing, you are the person we want.

- An RMM-deployed installer succeeds across most of a fleet and fails on a
stubborn subset with "Object reference not set to an instance of an
object." Nothing in the logs separates the failures from the successes.

- A user passes every Microsoft 365 policy and licensing check for a feature
and still gets told they do not have permission. Policy propagation, client
version and organizer scoping are all live possibilities.

- A PowerShell script that ran fine last month now dies at sign-in because
two Microsoft modules loaded in the same session disagree about which
authentication assembly to use.

- An EDR detection fires on a client server at 2 AM. You d ---------- whether it is
noise or an i ---------- , you start the clock on notification obligations, and
you write it up so it holds up later.

- A mailbox starts behaving strangely. You find the forwarding rule, work out
what was taken and when, and explain it to a client executive who does not
want a lecture on OAuth.

- A hotel property's guest network saturates because IPTV shares a node with
guest traffic. The fix is per VLAN bandwidth control on the edge firewall.

- Guest devices at a property drop when they roam between access points. The
answer is somewhere across VLAN tagging, controller configuration and RF
coverage, and not cleanly inside any one of them.

- Mail from a client domain starts failing authentication after a vendor
changes its sending service, and you sort out SPF, DKIM and DMARC alignment
before the client's invoices stop arriving.

- A delegated admin relationship to a client tenant lapses and your
multi-tenant management portal quietly stops seeing that tenant.

Alongside that, you will carry project work through to completion: tenant
migrations, endpoint standardization, security tooling rollouts, and the
documentation that makes the next person's job possible.


WHAT WE RUN

- Microsoft 365 and Entra ID in a multi-tenant environment, GDAP delegated
administration, Conditional Access, Intune
- Datto RMM and Datto EDR
- Kaseya 365 User and Endpoint, RocketCyber, SaaS Alerts, Kaseya SIEM
- Autotask PSA and IT Glue
- CIPP for multi-tenant Microsoft 365 management
- Enterprise edge firewall and UTM gateway platforms
- Ubiquiti and Cambium wireless and network infrastructure
- PowerShell and Microsoft Graph

You will not have used all of it, and we do not expect you to. Tell us honestly
what you have and have not touched. We would rather teach a strong engineer our
tools than hand our escalation queue to somebody who memorised a product list.


WHAT WE NEED FROM YOU

Required:

- Five or more years in managed services or another multi-client
environment. This is not a single-employer internal IT role and it does
not behave like one.
- Real Microsoft 365 and Entra ID depth. Not only user administration.
Conditional Access, licensing, mail flow, and reading sign-in logs through
to a conclusion.
- PowerShell you write, not only PowerShell you run.
- Working security fundamentals. You can triage a detection, recognise a
compromised mailbox, find a malicious inbox rule, and explain what you
found to somebody non-technical without frightening them or patronising
them.
- Written English strong enough that your ticket notes and client updates go
out without editing. Half of this job is writing.
- You finish things. You close the loop. You update the ticket before you go
to bed.

Counts for a lot:

- Hands-on Datto RMM, Datto EDR, Autotask, IT Glue or CIPP experience.
- Ubiquiti and Cambium wireless. Controller administration, point to point
links, guest network design and RF troubleshooting.
- Firewall, VLAN and routing work on real edge devices.
- Backup and disaster recovery, including a restore you actually performed.
- I ---------- response against a framework such as NIST 800-61, and comfort
writing the i ---------- report afterwards.
- A documentation habit. IT Glue articles, SOPs, runbooks.
- Automation and integration work against vendor APIs.


THE HONEST PARTS

We would rather tell you these now than after three rounds of interviews.

- Remote only, working from the Philippines. The role does not relocate.
- Our helpdesk runs Monday to Friday, 8 AM to 5 PM Mountain Time in Canada,
which falls overnight in the Philippines. We need genuine overlap and we
need you to be honest about what you can sustain over years rather than
weeks.
- You will be trusted quickly with client production systems and with
administrative access across our managed base. Background and reference
checks apply, and so does a confidentiality agreement.
- Some weeks are i ---------- weeks. They are not the normal week, but they
happen, and when they happen everyone works.
- Our clients include governments and regulated organizations, so discretion
is part of the job description rather than a bonus.


WHY THIS ONE IS WORTH YOUR TIME

You will see the whole stack rather than one slice of it. You will make
decisions instead of routing them. The environments are genuinely unusual:
satellite links, mine sites, Arctic communities, and organizations where the
nearest alternative technician is a flight away. Nobody here will ask you to
read from a script.


HOW TO APPLY

Send your CV to ---------- with "Senior Systems Engineer" in the
subject line, and answer three questions in the body. Short answers are fine.
We care more about how you reason than about a tidy result, and the answers
matter more to us than the CV does.

1. Tell us about one piece of work you owned from the first ticket through to
sign-off while you were still carrying a live queue. What nearly derailed
it, and what did you do about it?

2. A user cannot do something in Microsoft 365. Every policy and licensing
check you run says they should be able to. The client is asking for an
update. Where do you go next?

3. Your EDR fires on a client server outside business hours. What do you do
in the first thirty minutes, and what tips it from noise into a declared
i ---------- ?

Every application is read by a person, and we will come back to you either way.


CasCom Ltd.
Enabling the North
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