IT Service Engineer

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.
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.