Workplace Services Engineer

The Workplace Services Engineer is responsible for providing technical support and expertise for workplace technology solutions as well as assisting in the implementation and maintenance of office infrastructure, troubleshooting technical issues, and ensuring the efficient functioning of workplace technology systems.

Requirements

• Bachelors degree in computer science, Information Systems, Engineering, or equivalent
• 2-3 years of experience as an onsite IT support engineer - desktop support
• In-depth knowledge of computer hardware, software, operating systems (Windows, macOS, Linux), and network systems for diagnosing and resolving technical issues
• Proficiency in managing and troubleshooting hardware components such as desktops, laptops, printers, and peripherals
• Expertise in diagnosing and resolving software-related problems, including operating system issues, application errors, and driver conflicts
• Comprehensive understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, VLANs, and Wi-Fi troubleshooting
• Familiarity with network security protocols and practices
• In-depth knowledge of IT security best practices, endpoint security solutions, and tools to ensure data protection and prevent security breaches
• Excellent interpersonal and communication skills for effectively assisting end-users and providing a positive customer experience
• Maintaining accurate records of support requests, troubleshooting steps, and solutions for tracking and improving IT support
• Ability to create and update technical documentation and user guides
• Efficiently managing time and prioritizing tasks to meet service level agreements (SLAs) and minimize downtime for end-users
• Ability to work under pressure and handle multiple tasks simultaneously
• Adaptability to new technologies and stay updated on emerging trends in the IT field
• Collaboration with other IT professionals and departments to address complex issues and support IT projects
• Familiarity with remote support tools and techniques for supporting remote users and troubleshooting issues from a distance
• Experience with remote desktop software and virtual private networks (VPNs)
• Relevant certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundation, or vendor-specific certifications (e.g., Apple Certified Support Professional)
• Continuous professional development through certification renewals and additional certifications
• Experience with Active Sync and mobile device management (MDM) solutions for supporting smartphones and tablets
• Knowledge of mobile operating systems (iOS, Android) and related troubleshooting
• Experience with ITSM tools such as ServiceNow, BMC Remedy, or JIRA Service Desk is an asset
• Understanding of ITIL principles and practices for managing IT services

Benefits

• Opportunity to work with emerging workplace technologies and industry trends
• Collaborative team-oriented environment
• Chance to continuously improve and learn new skills
• Opportunity for professional development through certification renewals and additional certifications