IT Service Engineer
- Richmond, BC, Canada
CAD $68,000.00 - CAD $80,000.00 /Yr. · Full-time
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Job details
- Pay
- CAD $68,000.00 - CAD $80,000.00 /Yr.
- Job type
- Full-time
- Apply by
- Experience
- 4-8 years of experience in IT support, desktop engineering, or a related role.
- Posting language
- English
- Posted
Original job description
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
CAD $68,000.00 - CAD $80,000.00 /Yr.
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.
- 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.
CAD $68,000.00 - CAD $80,000.00 /Yr.
More about this job
Responsibilities
Provide Level 2 support for desktop, mobile, and device issues, including Windows and Mac systems, Zebra handhelds, and MDM platforms. Troubleshoot connectivity and outages, coordinate with technical teams, maintain documentation and asset records, and identify opportunities to improve support processes.
Requirements
Requires 4–8 years of IT support or desktop engineering experience, an associate degree or relevant IT coursework, and working knowledge of Windows, MacOS, MDM, networking, Active Directory, and Microsoft 365. Strong troubleshooting, communication, and documentation skills are required; Zebra device experience and warehouse or distribution center support are preferred, while relevant certifications are a plus.
Skills
- Windows Support
- MacOS Support
- Desktop Troubleshooting
- Mobile Device Management
- Intune
- 42Gears
- Addigy
- Zebra Handheld Devices
- Network Troubleshooting
- Wi-Fi
- VPN
- TCP/IP
- Active Directory
- Microsoft 365
- IT Asset Management
- Technical Documentation
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Logistics
Keywords
- Level 2 Support
- Windows
- MacOS
- Desktop Engineering
- PC Deployment
- Device Imaging
- Microsoft Teams
- Zebra TC77/78
- Zebra TC8000/8300
- Zebra MC9300
- Mobile Device Management
- Intune
- 42Gears
- Addigy
- Wi-Fi
- VPN
- TCP/IP
- Active Directory
- Microsoft 365
- Network Outages
- Voice Support
- Compute Support
- IT Asset Tracking
- Inventory Management
- Knowledge Base
- CompTIA A+
- Microsoft 365 Certified
- ITIL Foundation
- Warehouse Support
- Distribution Centers