Technical Support Engineer, Service Delivery

Closing on: Jun 30, 2024
Job ID: REQ2012
Job Category: Service Delivery
Job Type: Full Time
Job Location: Kitchener Ontario Remote
Willingness to travel:: Not required
Languages: English (Mandatory) Spanish (Preferred)
Education: Bachelor’s Degree (Preferred)
Salary: 65k - 75k / year
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We are seeking a highly skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing exceptional technical support and assistance to our customers. This role requires strong problem-solving skills, excellent customer service, and a deep understanding of various operating systems and IT support tools.

– Provide technical support to customers via phone, email, or chat
– Troubleshoot and resolve hardware and software issues related to desktops, laptops, and mobile devices
– Assist with the installation, configuration, and maintenance of operating systems
– Collaborate with cross-functional teams to escalate and resolve complex technical issues
– Document all customer interactions and resolutions in the ticketing system
– Maintain a high level of customer satisfaction by providing timely and effective support
– Continuously update knowledge base articles to improve self-service options for customers
– Assist with testing and deployment of new software releases

– Proven experience in a technical support role, preferably in an enterprise environment for 2+ years
– Strong knowledge of desktop support principles and best practices
– Proficiency in MacOS and Windows operating systems
– Familiarity with help desk ticketing systems such as ServiceNow or Remedy
– Experience troubleshooting VPN connectivity issues
– Excellent customer service skills with the ability to communicate technical concepts to non-technical users

– Competitive salary based on experience
– Comprehensive health insurance package
– Retirement savings plan with employer matching
– Paid time off and holidays
– Professional development opportunities


  • Casual dress
  • Company events
  • Dental care
  • Disability insurance
  • Employee assistance program
  • Extended health care
  • Flexible schedule
  • Life insurance
  • Paid time off
  • RRSP match
  • Tuition reimbursement
  • Vision care
  • Work from home


  • Day shift
  • Holidays
  • Monday to Friday
  • Morning shift
  • Night shift
  • On call
  • Weekends as needed

Supplemental pay types:

  • Bonus pay


  • CompTIA A+ (preferred)

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