Desktop Support Engineer; Independent Contractor Ontario, CA

Axiom Technologies is a Global IT Services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do at

We are looking for a capable resource to coordinate, ranging from simple activities to more complex plans. This role will provide on-site assistance to end-users within the organisation’s desktop computing environment in a timely and accurate fashion to ensure optimal service delivery.

Location
:
Brampton, Ontario, CA
Contract Type
:
Independent Contractor / Freelancer
Start Date
:
Immediate
Eligibility
:
Canadian Citizens and Permanent Residents Preferred

The Desktop Support Engineer (Full Time) role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This on-site role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritizing tasks, and maintaining strong communication between IT and users.

• 3+ years of strong experience providing IT Infrastructure field support, which includes troubleshooting hardware, software, and operating system issues and problems and fixing the issues without impacting/violating the hardware warranty or customer security compliance requirements.
• Constantly monitor the individual queue to resolve routine and non-routine desktop issues and requests.
• Escalate issues as appropriate and act as a technical escalation for the end user.
• Maintain a high level of customer satisfaction.
• Comply with the desktop group practices and procedures.
• Update Service Now and other data repositories (e.g., knowledge base) as appropriate in a timely manner.
• Identify technical and process issues and recommend improvements.
• Achieve target ticket volumes and ticket resolution levels.
• Responsible for compliance with applicable corporate policies and procedures.
• Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on.
• Follows the processes and practices established for the group.
• Coordinate and consult with client areas to help analyze problems and needs and recommend technical solutions.
• Perform intermediate-to-advanced IMAC (install, move, add, change) services: hardware roll-outs, refreshes, and other hardware deployment-related activities on PCs, laptops, printers, and POS devices, etc.
• Perform intermediate-to-advanced desk-side support services, installing and troubleshooting hardware, software, and network-related issues.
• Handle software installation, support, and upgrades.
• Provide 1st/2nd level Help Desk support.
• Perform basic LAN and internetworking-related activities.
• Have strong internetworking and troubleshooting skills.
• Have A+ certification and at least one certification from either Cisco or Microsoft.
• May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP).
• Must be a self-starter and can manage multiple tasks.
• Exceptional customer service skills.
• Good communication skills.
• Ability to work independently or as part of a team.
• Ability to complete tasks effectively with minimal supervision.
• Must be available to work flexible work schedules.
• High-level skill set.
• Outstanding people skills.
• Self-starter, needs to be able to work on his/her own.
• Proficient in Windows 10 & 11 and Office Suite/O365.
• Being French-speaking is nice to have.