Technical Support Engineer

 

Description:

Technical Support Engineer

Location: Mississauga, ON

☐ Replacement Position

About Us:

Maplesoft Group is currently seeking a Hybrid Technical Support Engineer for our client in Mississauga, ON.

Position Summary:

The Technical Support Engineer is an integral role within our Service Delivery team supporting and engaging customers on support engagements.

The Technical Support Engineer provides front-line and escalated technical support to internal users and, where applicable, external clients.

This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, network, and access-related issues while ensuring a high-quality end-user experience.

The Technical Support Engineer operates within an ITIL-aligned Service Desk environment, adhering to defined Service Level Agreements (SLAs), security controls, and operational procedures

Key Responsibilities:

End-User & Service Desk Support

• Act as a primary point of contact for technical issues via phone, email, and the ITSM portal.

• Log, categorize, prioritize, and resolve incidents and service requests in the ticketing system.

• Troubleshoot end-user issues related to desktops, laptops, peripherals, printers, and mobile devices.

• Provide clear, professional communication to users throughout the incident lifecycle.

Technical Troubleshooting

• Diagnose and resolve issues related to:

• Windows operating systems (10 and 11) and common applications

• Email, VPN, internet connectivity, and network access

• User accounts, access permissions, and authentication

• Perform remote troubleshooting using approved tools and diagnostic techniques.

• Escalate complex issues to Infrastructure or Security teams following defined procedures.

ITSM, SLAs & Documentation

• Ensure incidents and requests are resolved within approved SLAs.

• Maintain accurate ticket updates, resolution notes, and technical documentation.

• Contribute to and maintain knowledge base articles to improve first-contact resolution.

• Participate in continuous service improvement initiatives.

Asset, Access & Compliance Support

• Conduct workstation setup, deployment, and decommissioning.

• Support IT asset tracking, inventory management, and equipment lifecycle processes.

• Ensure endpoint compliance with security requirements (patching, antivirus, configuration).

• Follow established policies for access management and data protection.

Collaboration & On-Call Support

• Work closely with Infrastructure, Security, and Compliance teams.

• Participate in on-call or after-hours support rotations as required.

• Support audits and reviews by providing technical evidence and documentation when requested.

Required Qualifications

• Diploma or degree in Information Technology or a related field (or equivalent experience).

• 3-5 years of hands-on IT support experience

• Strong working knowledge of:

• Windows desktop operating systems

• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)

• Basic networking concepts (DNS, DHCP, IP addressing)

• Experience working in an ITIL-aligned Service Desk environment.

• Strong customer service, troubleshooting, and communication skills

• Detail-oriented individual who strives for accuracy in their work

• Highly motivated team player with excellent communication skills, including ability to clearly articulate technical issues and activities to technical and non-technical staff

• Exceptional writing skills, including documenting configuration and support information

• Strong analytical, research and organizational skills, issue identification/prioritization/resolution

• Proficient in English verbal and written language

• Proficient in French verbal and written language nice to have