Field Support Engineer

Job Description: Field Support Engineer

Location:

Toronto, Ontario (Onsite)

Employment Type:

Full-Time

Role Overview

The Field Support Engineer is responsible for delivering onsite IT support services at client locations in Mississauga, Ontario. This role provides hands-on technical support for end-user devices, network connectivity, collaboration tools, and IT infrastructure, ensuring high availability and adherence to service level agreements (SLAs).

The role requires strong customer service skills, technical troubleshooting expertise, and the ability to coordinate with offshore and remote support teams.

Key Responsibilities

End-User & Desktop Support

• Provide onsite Level 1 and Level 2 technical support for desktops, laptops, mobile devices, and peripherals.
• Install, configure, and troubleshoot Windows 10/11 and limited MacOS environments.
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Assist with Azure AD / Entra ID user support and access-related issues.
• Perform device provisioning, re-imaging, and onboarding/offboarding support.

Hardware & Asset Management

• Install and replace hardware components (hard drives, RAM, monitors, docking stations, printers).
• Maintain IT asset inventory in compliance with company policies.
• Coordinate with vendors for hardware replacements and warranty services.
• Ensure proper asset tagging and lifecycle documentation.

Network & Connectivity Support

• Troubleshoot LAN/WAN/Wi-Fi connectivity issues.
• Support network port activation and basic switch troubleshooting.
• Assist with patch panel and cabling tasks.
• Provide smart-hands support for Azure, server, and network teams.

Collaboration & Meeting Room Support

• Configure and troubleshoot Microsoft Teams Rooms and AV systems.
• Support video conferencing setups and hybrid meeting environments.
• Ensure meeting rooms are operational and ready for executive meetings.

Incident & Service Management

• Log, track, and update incidents and service requests in ITSM tools (e.g., ServiceNow, Remedy).
• Resolve tickets within agreed SLA timelines.
• Escalate complex issues to L2/L3 or offshore teams as needed.
• Provide timely updates to users and stakeholders.

Security & Compliance

• Follow organizational IT security policies and Canadian data privacy regulations (e.g., PIPEDA).
• Ensure endpoint protection and patch compliance.
• Support audit activities and documentation requirements.

Required Skills & Qualifications

Technical Skills

• Strong experience with Windows OS administration and troubleshooting.
• Working knowledge of Microsoft 365 and Azure AD (Entra ID).
• Understanding of basic networking (TCP/IP, DNS, DHCP, VPN).
• Experience with endpoint management tools (Intune, SCCM preferred).
• Familiarity with ITIL-based service management processes.

Soft Skills

• Excellent customer service and interpersonal skills.
• Strong verbal and written communication skills.
• Ability to work independently in an onsite client-facing role.
• Strong problem-solving and time-management skills.

Education & Experience

• Diploma or Bachelor's degree in Information Technology or related field.
• 2–5 years of onsite IT support experience.
• ITIL Foundation, CompTIA A+, or Microsoft certifications preferred.

Work Conditions

• Full-time onsite role based in Mississauga, Ontario.
• Standard business hours (e.g., 8:00 AM – 5:00 PM EST), Monday to Friday.
• Occasional after-hours or weekend support during major incidents or deployments.
• May require lifting IT equipment up to 25 lbs.