Field Support Engineer II

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Position Title: Field Support Engineer II

Position Type: Regular - Full-Time ​

Grade: Grade 04 

Requisition ID: 45122 

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In every role, McCainers are ambitious, curious, and passionate about creating exceptional work experiences - together. With a customer-first mindset, we make doing business with McCain easy.

About the role.

The Field Support Engineer II is a senior onsite technical resource and a highly visible representative of Digital Technology. Reporting to the Manager, Regional Service Delivery, you will provide end-to-end technology support for more than 200 users across a corporate office environment, including white-glove support for senior leaders.

You will take ownership of onsite IT services and partner with local and global teams to maintain reliable operations. You will also help advance automation, AI, data, and digital adoption to improve productivity, user experiences, and business decision-making.

What you’ll be doing.

• Provide end-to-end onsite and remote IT support across end-user computing and site technology infrastructure, helping ensure the availability and reliability of business-critical systems.
• Deliver white-glove technical support for senior leaders and resolve issues involving desktops, laptops, peripherals, mobile devices, and local applications.
• Manage meeting-room and collaboration technologies to support seamless onsite, remote, and hybrid meetings.
• Administer, monitor, maintain, and troubleshoot local servers, backups, data restoration processes, and related site infrastructure.
• Identify and advance AI, data science, automation, and digital use cases that improve office productivity and decision-making.
• Support the responsible deployment and adoption of AI-enabled solutions, including user enablement, training, and change communications.
• Execute Evergreen refresh activities for PCs, networks, and servers while maintaining accurate IT asset records through HAM Pro.
• Ensure local IT infrastructure is secure, reliable, operational, and aligned with global IT standards, escalating exceptions to the appropriate regional IT leader.
• Manage or coordinate physical security systems, endpoint security controls, IT procurement activities, and mobile device administration.
• Act as a trusted connection between Digital Technology and the local business, translating complex technical issues into clear, professional updates for senior leaders and other stakeholders.
• Perform software testing and deployments, sharing feedback with Global IT teams to improve operational efficiency and user adoption.
• Partner with internal teams, external vendors, service providers, and technology partners to resolve issues and deliver consistent IT services.

What you’ll need to be successful.

• Bachelor’s degree in Information Technology, Engineering, Data Science, Artificial Intelligence, Automation, or a related field.
• At least five years of relevant industry experience, preferably including white-glove technical support for senior leadership.
• Experience working in a global IT support environment and collaborating effectively with geographically distributed teams.
• Strong hands-on experience with Windows desktop environments, Active Directory, Windows Server, and Microsoft 365.
• Practical experience designing, integrating, or operationalizing large language models and small language models using platforms such as OpenAI, Anthropic Claude, or similar technologies.
• Understanding of AI model selection, prompt engineering, APIs, security considerations, fine-tuning, and enterprise-scale deployment within IT or data platforms.
• Demonstrated ability to deliver AI-enabled productivity, automation, or data-driven solutions with measurable improvements to business outcomes.
• Working knowledge of endpoint security, malware prevention, cybersecurity practices, and PC security controls.
• Proficiency with IT service management processes, including incident, problem, and change management, along with experience using ServiceNow.
• Understanding of physical security systems, IT asset management, Evergreen refresh programs, and tools such as HAM Pro.
• Knowledge of networking concepts and technologies, including TCP/IP, DNS, DHCP, VPNs, and network troubleshooting, is considered an asset.
• Strong customer service, communication, and stakeholder-management skills, with the ability to influence and support employees at all organizational levels.
• Demonstrated problem-solving, prioritization, time-management, and change-leadership capabilities.
• Ability to remain composed under pressure, manage competing priorities, and stay current with emerging technologies.

About the team.

You will join the Infrastructure & Operations organization and report to the Manager, Regional Service Delivery. As a senior individual contributor with no direct reports, you will serve as the primary onsite Digital Technology contact for the Toronto Head Office.

The role works closely with business clients, Network Services, Application Support, IT Architecture, IT Service Management, IT Security, IT Operations, Facilities, and Security teams. You will also coordinate with external vendors, partners, and service providers to maintain reliable technology services and deliver a consistent employee experience.

About McCain.

Click Here to learn more about McCain and how we provide opportunities to make an impact that matters.

Leadership principles.

At McCain, our leadership principles guide how we engage with customers, collaborate as a team, and achieve success. We focus on understanding customer needs, driving innovation, empowering people, and taking ownership to clear obstacles and deliver results.

AI & Digital Capabilities.

At McCain, AI and digital capabilities are part of how we work and innovate. We value curiosity toward emerging technologies and the thoughtful, responsible use of AI-enabled tools to improve outcomes as part of our future-ready culture.

The McCain experience.

We are McCain. This statement is a testament to our collective strength and our individual value. Your contributions play a vital role in our success. Our winning culture is rooted in authenticity and trust, empowering us to bring out the best in one another. Here, you’ll find opportunities to learn, grow, and thrive. Join us and experience why we’re better together.

Our purpose is grounded in building meaningful relationships. We’re big believers in the power of working together in person - it helps us stay connected, collaborate more effectively, and grow as a team. At the same time, we recognize the importance of flexibility. Most office-based roles follow a hybrid model, with the option to work remotely two days a week. There may be exceptions depending on the role and location, so we encourage you to speak with your recruiter for more details.

I reorganized the original description into the global salaried template, consolidated overlapping responsibilities, corrected wording and punctuation, and preserved the role’s technical, AI, service-delivery, and stakeholder requirements.

Compensation Package: $58,800.00 - $78,500.00 . CAD annually + Bonus Eligibility 

The above reflects the target compensation range for the position at the time of posting. Hiring compensation will be determined based on experience, skill set, education and training, and other organizational needs. This posting is for an existing vacancy. 

Benefits: At McCain, we’re on a mission to create a winning culture that puts employee safety and well-being at the heart of what we do, every day. We understand and appreciate that each person’s needs are unique and ensure our benefits & well-being programs reflect that. Employees are eligible for the following benefits: health coverage (medical, dental, vision, prescription drug), retirement savings benefits, and leave support including medical, family and bereavement. Well-being programs include vacation and holidays, company-supported volunteering time, and mental health resources. Coverages are aligned with applicable law and can vary by work level, location, and nature of the role. Additional benefit detail available during the application process.    

Your well-being matters to us, and we’re here to provide you with the necessary resources to support you in being your best self at work - and at home.

McCain Foods is an equal opportunity employer. As a global family-owned company, we strive to be the employer of choice in the diverse communities around the world in which we live and work. We recognize that inclusion drives our creativity, resilience, and success and makes our business stronger. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, veteran status, disability, or any other protected characteristic under applicable law.
 
McCain is an accessible employer. If you require an accommodation throughout the recruitment process (including alternate formats of materials or accessible meeting rooms), please let us know, and we will work with you to find appropriate solutions.

Your privacy is important to us. By submitting personal data or information to us, you agree this will be handled in accordance with McCain’s Global Privacy Policy and Global Employee Privacy Policy, as applicable. McCain leverages AI in the hiring process, though all final decisions are made by humans. You can understand our approach to AI and how your personal information is being handled here. 

Job Family: Information Technology      
Location(s): CA - Canada : Ontario : Toronto

Company: McCain Foods (Canada)