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IT Support Engineer

2 weeks ago

Toronto, Ontario, Canada Galent Full time

Key Responsibilities

  • Manage and resolve incidents and service requests related to Windows desktop OS, mobile devices, and voice systems.
  • Diagnose and resolve technical issues to prevent recurrence, ensuring timely communication with end users.
  • Escalate complex issues to Level II support or other technical teams when necessary.
  • Configure and install physical and virtual desktops, telephony setups, and collaboration tools.
  • Maintain corporate standards for software and hardware acquisition and deployment.
  • Administer end-user computing functions, including antivirus, client firewall, thin client management, remote access, and application packaging.
  • Participate in IT Service Desk call rotation and provide user support via multiple channels.
  • Contribute to team knowledge base articles and conduct knowledge-sharing sessions.
  • Identify opportunities for process improvement, test and implement approved changes.
  • Participate in implementation projects and stay current with emerging end-user technologies.

Required Skills & Knowledge

  • Strong problem-solving and troubleshooting skills with ability to resolve issues independently.
  • Solid understanding of Windows OS, macOS, iOS, and Android platforms.
  • Experience with application and desktop virtualization technologies (e.g., VMware, Citrix).
  • Proficiency in mobile device management tools (e.g., Blackberry UEM, Intune, Good Technologies).
  • Working knowledge of Active Directory, networking, and server dependencies.
  • Excellent communication and interpersonal skills with a customer-focused mindset.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.

Education & Experience

  • High school diploma or equivalent; post-secondary technical certification preferred.
  • 5+ years
    experience supporting Microsoft OS, Office Suite, and collaboration tools.
  • 5+ years
    in desktop build development, application packaging, and patch management.
  • Certifications:
    CompTIA A+ or Network+, and Microsoft Certified Desktop Support Technician (MCDST) or equivalent required.