IT Deskside Support Technician (Level 2)

Brookfield•Gatineau, QC

22d•Onsite

About The Position

This Level 2 (L2) Deskside Support Technician provides on-site and remote technical support for end-user hardware, software, and connectivity issues that require hands-on troubleshooting beyond the Service Desk (Level 1). The role resolves escalated incidents and service requests, completes device deployments and lifecycle activities, and partners with Infrastructure and Security teams to restore service quickly while maintaining a high-quality customer experience.

Requirements

5+ years of hands-on IT end-user support experience (deskside, field support, or advanced service desk), including ticket-based incident/request management.
Strong troubleshooting skills across endpoint hardware, Windows 11, Microsoft 365 apps, Outlook/Teams, and majority of business applications.
Experience with user and device administration in at least one of: Active Directory, Azure AD/Entra ID, Intune and SCCM/MECM
Working knowledge of networking fundamentals (DNS, DHCP, TCP/IP), VPN concepts, and Wi‑Fi troubleshooting.
Ability to follow security policies (least privilege, data handling, acceptable use) and recognize/triage potential security incidents.
Excellent customer service and communication skills; able to explain technical topics clearly and document work thoroughly.
Ability to lift and move IT equipment (e.g., desktops, monitors) and perform hands-on installations.
Valid driver’s license and willingness to travel between sites (if applicable).
IT certifications such as CompTIA A+, Network+, Microsoft (Modern Desktop/Endpoint), ITIL Foundation, or equivalent experience.
Experience supporting conference rooms and collaboration devices (Teams Rooms) and basic AV troubleshooting.
Experience with printers (local/network) and print management solutions.
Exposure to IT asset management, CMDB processes, and inventory controls.
Experience in change management practices.

Nice To Haves

Advanced troubleshooting and structured problem solving
Customer-first support mindset; professionalism and discretion
Time management and prioritization in a high-volume environment
Clear written documentation and knowledge sharing
Collaboration across IT teams and vendors
Continuous improvement and ownership of outcomes

Responsibilities

Resolve escalated incidents and requests from Service Desk (L1) within defined SLAs; document troubleshooting steps and outcomes.
Provide deskside and remote support for Windows/macOS laptops/desktops, printers, mobile devices, peripherals, and meeting-room/AV equipment (as applicable).
Diagnose and remediate hardware, OS, and application issues (performance, boot errors, drivers, profile issues, malware indicators, etc.).
Support user access and connectivity: Wi‑Fi, VPN, network ports, multifactor authentication issues, and basic LAN troubleshooting; coordinate with Network/Systems teams for advanced issues.
Perform device imaging/build, staging, deployments, and refreshes; manage loaner pools and accessories; coordinate hardware repairs/warranties with vendors.
Account and endpoint administration tasks per policy (e.g., password resets escalations, device enrollment, BitLocker recovery, software installs) using approved tools and least-privilege access.
Manage and troubleshoot endpoint management and security controls (e.g., Intune/SCCM, antivirus/EDR) and escalate suspected security incidents to the Security team.
Maintain accurate asset records (CMDB/asset system), including device assignments, warranty status, and lifecycle updates.
Mentor and support the Service Desk (L1) team through coaching, shadowing, and knowledge transfer; review escalations for completeness, provide troubleshooting guidance, and share best practices to improve first-contact resolution.
Lead or contribute to short enablement sessions for L1 (e.g., new procedures, recurring issues, tool changes) and ensure knowledge articles/runbooks are kept current and usable by the Service Desk.
Identify problem trends, contribute to root-cause analysis, and recommend permanent fixes; participate in change/maintenance activities.
Provide white-glove support for executives/VIP users (if required) and support onboarding/offboarding technology tasks.
Participate in on-call rotation and/or after-hours support as required; ensure timely handoffs and communication.