Support Engineer

We are looking for a Support Engineer! Reach out if you are interested and feel free to refer friends/colleagues!

Type of Employment: Contract
Title: Support Engineer
Term: 12-months – 37.5 hours/week
Location: Remote/Hybrid
Job ID number: C1148

Brief description of duties:

• Troubleshoot and resolve Level 1/2/3 support issues from various support channels (phone calls, chats, self-service tickets); document and escalate issues further as required.
• Record all incident tickets under the appropriate severity into the ServiceNow call tracking system.
• Configure and image PC’s with the required core environment image and practice specific software.
• Provide technical support for various practice specific software applications and firm proprietary software.  Install and configure software, updates and patches.
• Troubleshoot various IT hardware issues with PC’s, printers, peripherals, etc.
• Provide device and app support for various types of mobile devices – both iOS and Android.
• Provide support for audio-visual setups, system hardware and connectivity issues in meeting rooms.
• Provide technology training to new hires (one-on-one or group sessions), either in-person or virtually through online sessions.
• Provide support for telecom issues as required.

MUST haves:

• Previous deskside support, virtual support and/or help desk experience a requirement.
• Strong knowledge of Microsoft 365, Teams and Windows 10.  Microsoft Access, Project, Visio, Power BI knowledge an asset.
• Mobile device knowledge and experience – iOS and Android.
• Knowledge and experience with ServiceNow.
• Thorough understanding of networks, file servers and wireless technology; previous exposure to the Windows networking environment.
• Aptitude for learning software quickly with minimal instruction.
• Proficient knowledge of computer hardware – PC’s, printers, peripherals, laptop imaging, etc.
• Excellent interpersonal and communication skills.