SME - Desk Side Services, AMT Asset Management Software - #229341
HCLTech
Date: 1 day ago
City: Mississauga, ON
Contract type: Full time
Mississauga, Ontario
Job Summary
Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.
Key Responsibilities
Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.
Skill Requirements
Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.
Other Requirements
Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.
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Job Summary
Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.
Key Responsibilities
Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.
Skill Requirements
Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.
Other Requirements
Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.
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