Customer Engineer

MS Customer Engineer
Contract
:
This is a part‑time role scheduled only on Monday, Wednesday, and Friday, with 8 hours per day, totaling 24 hours per week
Client location is
:
Address: 2201 Bristol Circle, Suite 602, Oakville, L6H 0J8 Canada (3 Days office only)
Rate
: $30/hr.

-- $35/hr
Job description is :

Overview:

-We are seeking a skilled and customer-focused Level 2 IT Support Technician to join our team.

-This role provides onsite technical support to internal and external users, including hardware and software troubleshooting, ticket resolution, and escalation support.

Key Responsibilities:

-Provide onsite or remote Level 2 IT technical support.

-Manage and respond to support tickets using Remedy (Helix) or a similar ITSM platform.

-Troubleshoot hardware and software issues related to Windows 11 devices.

-Escalate unresolved issues to the appropriate support teams.

-Deliver exceptional customer service while maintaining a high level of professionalism.

-Document resolutions and follow standard IT support procedures. Technical Environment:

-Operating Systems:
Windows 11 (desktop/laptop)
-Ticketing System:
Remedy (Helix) or similar
-Environment:
Enterprise/corporate IT service support

Minimum Requirements:

-2+ years of experience in a Level 2 IT support role.

-Strong troubleshooting andmunication skills.

-Solid understanding of IT support practices in a corporate setting.

-Experience documenting support activities and following escalation procedures.

Preferred Qualifications:

-Experience using Remedy (Helix) or similar ticketing tools.

-Familiarity with ITIL best practices. pTIA A+ or ITIL Foundation certification (not required, but a plus).

-Prior experience in an enterprise or large corporate IT environment.

-Excellent customer service and technical documentation skills