Deskside Support Engineer

TECEZE; Montreal (administrative region); On-site; CAD 55,000 - 75,000; Full time

Job summary

TECEZE is seeking an experienced End User Computing (EUC) / Desk Side Support Engineer to provide onsite IT support for end users in Montreal. You will troubleshoot hardware and software, stage and image devices, and resolve incidents within SLA timelines.

The role requires strong customer service, teamwork with infrastructure, and hands-on experience with imaging tools (KDP, SCCM, MDT, Intune) and Active Directory. Relevant ITSM experience is expected.

Qualifications

• 4–6 years in EUC, Desktop or Desk Side Support.
• Strong Windows 10/11 knowledge and Office 365 experience.
• Hands-on with desktop/laptop hardware and imaging tools.
• Familiar with imaging/deployment using KDP, SCCM, MDT, Intune.
• Proficient in Active Directory user management.
• Basic networking: TCP/IP, DNS, DHCP, VPN.

Responsibilities

• Provide onsite Desk Side Support for end users.
• Troubleshoot desktop/laptop hardware, software, and peripherals.
• Install, configure, and replace IT equipment and accessories.
• Staging, imaging, and deployment of devices using imaging tools.
• Resolve incidents within defined SLA timelines.
• Handle user accounts and access requests via Active Directory.
• Create and close support tickets in ITSM systems.
• Maintain asset inventory and assist infrastructure teams as needed.

Tools

KDP

SCCM

MDT

Intune

Active Directory

Networking (TCP/IP, DNS, DHCP)

ITSM tools (ServiceNow, Remedy, Jira)

Windows 10/11

Office 365

Job description

Job Description

We are seeking a skilled End User Computing (EUC) / Desk Side Support Engineer to provide onsite IT support for end users. The ideal candidate will be responsible for troubleshooting hardware and software issues, installing and configuring IT equipment, staging and imaging devices, and resolving incidents and service requests. The role requires excellent technical troubleshooting skills, customer service, and the ability to support enterprise IT environments while meeting SLA requirements.

Key Responsibilities:

• Provide onsite Desk Side Support (DSS) for end-user IT issues.
• Troubleshoot and resolve desktop, laptop, hardware, software, and peripheral issues.
• Install, configure, and replace desktops, laptops, monitors, docking stations, printers, and other IT accessories.
• Perform staging, imaging, and deployment of new devices using KDP, SCCM, MDT, Intune, or similar imaging tools.
• Resolve incidents and service requests within defined SLA timelines.
• Perform hardware diagnostics, repairs, and coordinate warranty replacements when required.
• Support Microsoft Windows operating systems, Microsoft Office 365, Outlook, and Teams.
• Manage user accounts, password resets, and access requests using Active Directory.
• Troubleshoot basic network connectivity issues including LAN, Wi‑Fi, VPN, TCP/IP, DNS, and DHCP.
• Create, update, and close support tickets using ITSM tools such as ServiceNow or Remedy.
• Maintain IT asset inventory and documentation.
• Provide hands-and-feet support for infrastructure and network teams when required.
• Deliver excellent customer service while supporting end users onsite.

Required Skills:

• 4-6 years of experience in End User Computing (EUC), Desktop Support, or Desk Side Support.
• Strong knowledge of Windows 10/11 operating systems.
• Experience with Microsoft Office 365, Outlook, and Teams.
• Hands‑on experience with desktop/laptop hardware, troubleshooting and repair.
• Experience with computer imaging and deployment tools (KDP, SCCM, MDT, Intune).
• Knowledge of Active Directory (user management, password resets, account unlocks).
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, LAN/Wi‑Fi troubleshooting).
• Experience with ITSM tools such as ServiceNow, Remedy, or Jira.
• Strong troubleshooting, analytical, and problem‑solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and manage multiple support requests.
• ITIL Foundation or Microsoft certifications are preferred.