Role Overview
The IT Service Engineer provides Level 2 support for desktop, mobility, and device issues. This role independently handles the escalated tickets, supports Zebra RF/handheld and MDM platforms, and is a first line of technical support during network, voice, and compute outages. The IT Service Engineer has a solid technical foundation and is building toward greater ownership of specific tools, device categories, and process areas. This position is onsite.
Key Responsibilities
- Independently troubleshoot and resolve hardware and software issues on Windows and Mac desktops, laptops, printers, and peripherals.
- Deploy, image, and configure PCs, laptops, and mobile devices in line with standard procedures.
- Support video conferencing and collaboration tools (Microsoft Teams) and resolve related connectivity/meeting issues.
- Troubleshoot, and support Zebra RF/handheld devices (TC77/78, TC8000/8300, MC9300) including app deployment and firmware/image updates.
- Manage day-to-day administration of MDM platforms, including enrollment, policy application, and troubleshooting.
- Support rollout of new devices and MDM policy changes.
- Perform network troubleshooting for Wi-Fi, VPN, and general connectivity issues, escalating complex cases to the Network team with clear diagnostic detail.
- Act as a first line of technical support during outages, coordinating with Network, Voice, and Compute teams to gather information and communicate status from start to finish.
- Contribute to and help maintain the knowledge base, including documenting new issues and resolutions.
- Support IT asset tracking, inventory, and lifecycle management activities.
- Identify recurring issues and suggest process or tooling improvements to reduce ticket volume.
Required Qualifications And SKILLS
- 4-8 years of experience in IT support, desktop engineering, or a related role.
- Associate's degree or coursework in IT, Computer Science, or related field.
- Strong working knowledge of Windows OS; working knowledge of MacOS.
- Hands-on experience with MDM platforms such as Intune, 42Gears, Addigy or similar.
- Solid understanding of networking fundamentals (Wi-Fi, VPN, TCP/IP) and ability to troubleshoot connectivity issues independently.
- Experience supporting Active Directory, and M365 in a Level 2 capacity.
- Strong problem-solving skills and ability to manage multiple priorities in a fast-paced environment.
- Excellent communication skills, with the ability to explain technical issues to non-technical users.
- Experience documenting technical issues and contributing to a knowledge base.
- CompTIA A+, Microsoft 365 Certified, or ITIL Foundation certification is a plus.
- Experience configuring and troubleshooting Zebra handheld/RF devices is strongly preferred.
- Experience supporting warehouses and distribution centers, is highly desirable.
Pay Range
CAD $68,000.00 - CAD $80,000.00 /Yr.
