L2,Field Services Engineer

Overview

Job Title:

Field Engineer – End User Device Support

Experience

Required:

2–5 years

Role base:
Montreal, Canada. Supports Nespresso Boutiques across Canada, providing remote support for end-user devices including laptops, desktops, tablets, iPads, and point-of-sale (POS) systems. The role includes participation in a rotating on-call schedule to ensure 13x7 coverage.

• Provide remote support for laptops, desktops, tablets, and iPads running Windows 10/11.
• Troubleshoot hardware and software issues, including basic component-level diagnostics.
• Support POS systems used in Nespresso Boutiques across Canada.
• Perform daily visual checks of meeting room equipment and restart devices as needed.
• Image laptops, desktops, and tablets using Windows 11 imaging tools.
• Provide basic support for desktop applications such as Microsoft Office, VPN clients, and collaboration tools.
• Use SCCM for basic device management and software deployment.
• Monitor devices using the Meraki Dashboard (L1 level).
• Participate in an on-call rotation (5 hours/day) in addition to regular 8-hour shifts.
• Collaborate with internal IT teams and escalate issues when necessary.

• 2–4 years of experience in IT support or field engineering roles.
• Proficiency in Windows 10/11 OS and hardware troubleshooting.
• Experience with device imaging and deployment processes.
• Basic knowledge of SCCM and Meraki Dashboard.
• Familiarity with POS systems and retail IT environments is a plus.
• Strong communication and interpersonal skills.
• Fluent in both English and French (spoken and written).
• Ability to work independently and manage time effectively in a remote support setting.