Senior Specialist, IT Engineer

Role Summary

The IT Engineer supports the organization’s IT infrastructure, networks, end-user computing environment, and enterprise systems. This role ensures reliable, secure, and effective IT services while working with regional teams, vendors, and business stakeholders. It offers broad exposure to networking, Microsoft 365, IT support, and infrastructure projects.

Position Responsibilities:

• Manage and support enterprise LAN, Wi-Fi, SD-WAN, internet, and network security infrastructure.
• Administer and troubleshoot Cisco routers, switches, Aruba wireless networks, and Zscaler services.
• Manage Genesys voice systems and coordinate with telecom providers to ensure service reliability.
• Provide Microsoft 365 administration, user support, and troubleshooting.
• Deliver end-user support, including laptop imaging, hardware/software troubleshooting, and incident resolution.
• Support and maintain office IT systems, including CCTV, fingerprint access systems, printers, and meeting room technology.
• Monitor, troubleshoot, and optimize network and infrastructure performance.
• Manage IT vendors, service providers, contracts, and escalations to ensure service quality.
• Collaborate with regional IT teams on infrastructure projects, deployments, and technology initiatives.
• Ensure compliance with corporate security policies, standards, and best practices.
• Manage IT service requests, incidents, changes, and problem records through ServiceNow.
• Assist in IT budgeting, asset lifecycle management, procurement, and cost optimization.

Required Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related field.
• 3+ years of experience in IT infrastructure, networking, or technical support.
• Hands-on experience with Cisco networking, Aruba Wireless, SD-WAN, Zscaler, Microsoft 365, and ServiceNow.
• Strong troubleshooting, communication, stakeholder management, and project coordination skills.

Preferred Qualifications:

• Experience in network security, end-user computing support, vendor and telco management, and IT service management.
• Strong project delivery, regional collaboration, stakeholder management, and problem-solving skills.
• Knowledge of IT budgeting and asset management.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.

About Manulife and John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact hr@manulife.com.