Technical Support Engineer

Position: Deskside Support Specialist (IT Asset Management)

Location: Onsite- Cambridge, ON

Job type: Long-term contract

We are seeking a highly organized and proactive IT Asset Management & Deskside Support Specialist. In this high-impact role, you will own the end-to-end lifecycle of IT hardware and software assets while delivering top-tier desktop, walk-up, and smart-hands technical support.

The ideal candidate brings a blend of logistical precision (inventory control, shipping/receiving, vendor audits) and strong technical troubleshooting skills (Windows, macOS, iOS, deployment tools). You will ensure compliance, optimize stock levels, and deliver exceptional user experiences from new hire onboarding to asset decommissioning.

Required Experience & Technical Skills

• Experience Range: 5–8 years of dedicated experience in IT Hardware & Software Asset Management services and on-site IT support.
• Asset Lifecycle Management: Deep practical knowledge of managing PC and mobile assets across all lifecycle stages (Forecasting, Receiving, Stocking, Shipping, Maintenance, Warranty/Refresh Tracking, and EOL/Recycling).
• Platform Mastery: Hands-on experience navigating and managing assets within the ServiceNow Asset Management module.
• Modern Deployment Tooling: Working knowledge of Windows Autopilot, device importing, profiling, and modern provisioning workflows.
• OS & Troubleshooting Ecosystems: Advanced troubleshooting skills across Windows OS, macOS, iOS (iPhones/iPads), Microsoft Office, and local printer configurations.
• Infrastructure Support: "Smart hands" support capabilities for local Server and Network room equipment (cabling, racking, physical resets).
• Logistics & Compliance: Experience working with external vendors to conduct physical inventory audits, managing local stock rooms, and handling heavy shipping/receiving schedules.
• Soft Skills & Enablement: Exceptional communication and interpersonal skills, with experience conducting "Train the Trainer" sessions and leading new-hire IT orientations.

Roles and Responsibilities

• On-Site Presence: Maintain 100% work-from-office dedication at the client's corporate facility.
• Inventory & Fulfillment Control: Maintain meticulous stock rooms. Manage incoming new hardware, process bulk imports into ServiceNow, and execute physical stocking.
• PC & Mobile LCM Fulfillment: Drive PC Lifecycle Management (LCM) scheduling. Execute device fulfillment for new hires, break-fix swaps, and unassignments across Windows, MAC, and iOS devices.
• Device Recertification: Sanitize, perform diagnostics, wipe data, re-image/re-index via Autopilot, and run QA checks on returned assets to return them to active inventory.
• Offboarding & Recycling: Coordinate asset retirement, manage user recycle pickup requests, verify sanitation protocols, and document data destruction for local disposal.
• Deskside & Walkup Support: Provide elite, face-to-face, and remote technical support for hardware, peripheral accessories, and software provisioning requests. Manage incidents and requests through ServiceNow SLAs.
• Collaboration Infrastructure: Manage and maintain local AV Meeting Room equipment to ensure seamless office connectivity.

Preferred Certifications (Good to Have)

• ITIL Foundation Trained or Certified (ITIL v3 or v4)
• Dell Certified Systems Expert (DCSE) / Dell Certified Technician
• Apple Certified Support Professional (ACSP) / Apple Certified Technician