Sr. Associate, Field Support Engineering

McKesson•Moncton, NB

2d•CA$59,900 - CA$99,900•Onsite

About The Position

The Sr. Associate, Technical Support Engineer is responsible for providing end-user technical support and ensuring the reliable operation of workplace technology environments. This role serves as a key escalation point for desktop, hardware, software, and network-related issues, while supporting IT asset management, technology deployments, user onboarding, and operational support activities. The successful candidate will deliver exceptional customer service, troubleshoot technical challenges, and work collaboratively with internal IT teams to maintain a productive and secure technology environment.

Requirements

Experience providing technical support in a corporate IT environment.
Strong troubleshooting skills across desktop systems, hardware, software, peripherals, and networks.
Ability to work independently while effectively managing multiple priorities and competing demands.
Strong customer service orientation with a commitment to delivering a positive user experience.
Excellent verbal and written communication skills.
Strong interpersonal, organizational, and time-management abilities.
Ability to remain effective in fast-paced, high-pressure, and crisis situations.
Experience creating and maintaining technical documentation and process materials.
Collaborative team player who works effectively across multiple technology teams.
Familiarity with incident management, service request, and asset management processes.
Technical diploma in Computer Systems, Information Technology, or a related field, or an equivalent combination of education and experience.
Minimum of 2 years of experience delivering IT support services in a technical support environment.
Experience supporting desktop systems, end-user hardware, software deployments, and workplace technologies.
Strong problem-solving and analytical skills.

Nice To Haves

Experience with ServiceNow, Remedy, or similar IT Service Management (ITSM) platforms.
Experience using IT asset management tools and inventory management systems.
A+ Certification preferred.
ITIL Foundation Certification preferred.
Experience supporting enterprise workplace technologies and endpoint management solutions.
Knowledge of desktop lifecycle management, software deployment, and device support best practices.
Ability to support users in both onsite and remote work environments.

Responsibilities

Meet established service level agreements (SLAs) and respond to incidents and service requests in a timely and professional manner.
Troubleshoot and resolve Level 2 desktop, hardware, software, and network-related issues escalated from the Service Desk.
Configure, deploy, and support laptops, desktops, peripherals, and software for new hires, equipment refreshes, and relocation requests.
Install, maintain, and support printers, copiers, audio/visual equipment, and other workplace technologies.
Prioritize and manage workload based on business impact, urgency, and escalation requirements.
Resolve workstation and end-user technology issues while minimizing disruption to business operations.
Escalate complex incidents and service requests to appropriate IT teams when necessary.
Conduct follow-up activities to ensure issues are fully resolved and customer satisfaction is achieved.
Receive, track, organize, and maintain IT assets within asset management systems.
Support workstation patching, software updates, inventory management, and technology compliance activities.
Develop and maintain technical documentation, support procedures, standards, and knowledge base articles.
Provide user support, guidance, and informal training on IT systems, tools, and technologies.
Adhere to established IT policies, procedures, and operational standards.