Technical Services Engineer

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver first-line support for software, hardware, infrastructure, incidents, and service requests.

• Conduct initial testing, allocate tasks, research, troubleshoot, and resolve primary incidents.

• Collect information through client interactions, support tools, and service resources.

• Escalate issues that exceed the scope of support to senior service resources and IT System Architects.

• Collaborate with experts, vendors, specialists, and customer IT staff.

• Generate self-service articles, update requests, and monitor request statuses.

• Execute desktop support, IT administration, and network administration tasks.

• Suggest, procure, and implement hardware for personnel.

• Construct, oversee, and sustain server infrastructure in third-party cloud platforms.

• Provide backup and disaster recovery services for hosted client environments.

• Keep detailed records of software and hardware issues in the CRM.

• Accurately document time entries to facilitate customer invoicing.

• Create customer-facing guides, internal guides, checklists, installation, and deployment documentation.

• Generate and forward purchase orders for recommended hardware acquisitions.

• Create and forward work orders for billable engagements.

• Manage support and billable requests received through meetings, email, chat, and telephone.

• Resolve technical issues remotely and provide technical documentation for common challenges.

• Train new customers on software applications, maintenance, deployment, infrastructure, and platform usage.

• Offer peer-to-peer training to cultivate subject matter experts.

⛳️ Requirements

• A degree in Computer Science or a related field.

• At least an associate’s degree.

• Strong technical and systems expertise.

• Excellent problem-solving skills.

• Effective communication abilities.

• Outstanding time management and prioritization skills.

• Capacity to collaborate with customer IT personnel, team members, and colleagues.

• Technical knowledge of software and hardware configuration.

• Certifications such as MCSA and PCCSA can enhance career progression.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity and inclusion.

• Reasonable accommodation available for applicants with disabilities.