L3 End User Support/Expert

L3 End User Support/Expert Onsite, Toronto, ON Contract Role What are the top 3 skills required for this role? Desktop & End User Support (Windows/Mac) — 7–8 years Network Troubleshooting (LAN/WAN/Wi-Fi/VPN, TCP/IP, DNS/DHCP) — 6–7 years Active Directory & User Management (AD, GPO, M365) — 5–6 years OS Imaging, Software Deployment & Patching (MDT/SCCM/Intune) — 5–6 years ITSM Tools & Incident Management (ServiceNow or similar) — 7+ years Position Overview We are seeking a seasoned Deskside Support / Field Engineer with 7–8 years of experience in IT support, specializing in network troubleshooting, desktop support, and end-user computing. The ideal candidate will be a proactive problem solver with strong technical acumen and a customer-first mindset, capable of delivering high-quality support in dynamic enterprise environments. ________________________________________ Key Responsibilities Provide basic to advanced support for desktops, laptops, mobile devices, and peripherals. Diagnose and resolve network connectivity issues (LAN/WAN/Wi-Fi/VPN) and escalate complex problems to network teams. Perform hardware and software installations, upgrades, and configurations across Windows and Mac environments. Support Active Directory, group policies, and user account management. Manage OS imaging, software deployment, and patching using tools like SCCM or Intune. Handle incident and request tickets in ITSM platforms (e.g., ServiceNow), ensuring timely resolution and documentation. Collaborate with infrastructure and application teams to support end-user computing projects. Provide Smart Hands support for data center equipment, network devices, and AV systems. Maintain inventory of IT assets and ensure compliance with asset management policies. Deliver VIP support and maintain high levels of customer satisfaction. ________________________________________ Required Skills & Experience 7–8 years of hands-on experience in IT support, preferably in enterprise or field service environments. Strong knowledge of Windows as well as Mac OS, Microsoft 365, TCP/IP, DNS/DHCP, and endpoint security. Experience with remote support tools (e.g., GoTo, Bomgar, TeamViewer), ticketing systems, and hardware diagnostics. Familiarity with network troubleshooting tools (e.g., Wireshark, ipconfig, tracert). Proven ability to work independently in field or dispatch roles, managing multiple priorities. Excellent communication and interpersonal skills to interact with technical and non-technical users. ________________________________________ Preferred Qualifications Certifications such as CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation. Experience supporting cloud-based desktop environments. ________________________________________ Work Environment Onsite and field-based support across client or internal locations. May require travel and flexible hours based on support needs. Ability to lift and move IT equipment as needed

The role involves providing support for desktops, laptops, and mobile devices, diagnosing network connectivity issues, and managing software deployment and patching. The candidate will also handle incident tickets and collaborate with infrastructure teams on end-user computing projects.

Candidates should have 7-8 years of IT support experience, with strong knowledge of Windows and Mac OS, as well as network troubleshooting. Excellent communication skills and the ability to work independently are also essential.

Identified from the job description. Confirm important requirements above.

• Desktop Support
• End User Support
• Network Troubleshooting
• Active Directory
• User Management
• OS Imaging
• Software Deployment
• Patching
• ITSM Tools
• Incident Management
• Windows
• Mac
• Microsoft 365
• TCP/IP
• DNS
• DHCP

Minimum experience

5+ years

Apply by

Aug 9, 2026