Enterprise End User Support Specialist

DB E.C.O. North America; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

DB E.C.O. North America seeks an Enterprise End User Support Specialist to deliver exceptional technical support within an enterprise environment. This role focuses on troubleshooting hardware/software issues, supporting a range of devices, and leveraging Microsoft technologies, including AI tools, to enhance user experience and efficiency.

Benefits

Healthcare coverage options

Employee Assistance Plan

Flexible spending accounts

Paid Time Off

Retirement savings plan with company match

Qualifications

• Exceptional customer service skills required.
• Experience with enterprise support and troubleshooting necessary.
• Proficient in Microsoft 365 and related technologies.

Responsibilities

• Provide technical support for enterprise end-users.
• Manage and document IT asset inventory.
• Utilize PowerShell scripts for desktop automation.

Skills

Interpersonal skills

Analytical skills

Problem-solving

Scripting languages

Customer service

Education

Certification in IT or related field

Tools

Microsoft Endpoint Manager

PowerShell

Job description

DB E.C.O. North America (with “E.C.O.” representing “ E ngineering, C onsulting and O perations") offers specialized rail and transit consultancy services to public agencies, passenger and freight railroads. DB E.C.O. North America is part of the DB E.C.O. Group and leverages Deutsche Bahn’s global expertise to advance mobility and rail transportation across the U.S. and Canada. Their cross-disciplinary team collaborates closely with clients to innovate their portfolios and elevate business performance. With a focus on sustainability, safety, and operational excellence, they strive to enhance the customer experience, increase rail usage, and “Transform The Future Of Mobility.”

Job Summary:

The Enterprise End User Support Specialist is a vital role focused on delivering exceptional technical support within an enterprise environment utilizing Microsoft 365 and related technologies. This position is responsible for the proactive and reactive troubleshooting and resolution of hardware and software issues on enterprise-class Windows desktop and laptop systems. The role encompasses supporting a diverse range of corporate devices, including Lenovo and Microsoft Surface business laptops, and mobile devices such as Android Google Pixel, iPhone, and Samsung Android when utilized within the enterprise environment. In this modern role, the technician is also encouraged to leverage generative AI tools, such as Microsoft Copilot, to enhance troubleshooting, problem-solving, and knowledge acquisition, while maintaining a strong focus on hands-on technical expertise and user interaction. This Support Specialist will play a key role in maintaining a stable and productive desktop environment for our enterprise users, utilizing both traditional methods and cutting-edge AI resources.

Key Responsibilities:

• Provide expert-level technical support and troubleshooting for enterprise end-users across a variety of desktop hardware, software, and peripherals.
• Manage, maintain, and accurately document a comprehensive inventory of enterprise desktop IT assets, including desktops, laptops, monitors, webcams, and other related endpoint equipment.
• Actively monitor and respond to security events relevant to enterprise end-user desktop devices, utilizing Microsoft Endpoint Manager (formerly Intune) and ManageEngine for robust endpoint management and security.
• Leverage scripting languages, particularly PowerShell, to automate routine desktop management tasks, streamline processes, enhance operational efficiency, and ensure consistent desktop configurations across the enterprise.
• Responsibly utilize generative AI tools, such as Microsoft Copilot, to assist in troubleshooting complex issues, research solutions, learn new technologies, and improve overall support efficiency, while adhering to enterprise security and data privacy policies.

Required Skills:

• Exceptional interpersonal and communication skills, demonstrating a strong commitment to delivering superior customer service to enterprise users.
• Demonstrated strong analytical and problem-solving abilities, with a proven track record of effectively diagnosing and resolving complex technical issues within a desktop environment.
• A genuine passion for enabling user productivity and a dedication to providing high-quality technical support that meets the demanding needs of an enterprise environment.
• Solid working knowledge of scripting languages, with PowerShell proficiency being highly advantageous for desktop automation and management.
• Familiarity with or a strong willingness to learn and effectively leverage generative AI tools like Microsoft Copilot to enhance troubleshooting, knowledge acquisition, and support workflows within enterprise guidelines.

Preferred Qualifications:

• Prior professional experience in enterprise helpdesk, desktop support, or related roles.
• Hands-on experience with enterprise-grade endpoint management tools such as Microsoft Endpoint Manager (Intune) and ManageEngine.
• Proven familiarity with supporting a diverse array of enterprise desktop devices, including Windows 10 and 11 operating systems, Lenovo and Microsoft business laptops, and a working understanding of mobile devices (Android Google Pixel, iPhone, and Samsung Android) within an enterprise context.
• Experience using generative AI tools in a technical support or IT context to improve efficiency and problem-solving.

Time Zone Requirement:

Candidates must be located in and able to work standard business hours in the Eastern Time (ET) zone.

The Enterprise End User Support Specialist will operate within a dynamic and fast-paced enterprise environment heavily reliant on Microsoft 365 services. This role necessitates supporting a diverse and demanding enterprise user base and a wide range of desktop systems. This is a modern IT environment that encourages the responsible exploration and adoption of innovative technologies, including generative AI tools, to enhance service delivery and stay at the forefront of technical support. The position requires a proactive, customer-centric, and solution-oriented approach to enterprise IT support, with a continuous drive to learn, adapt, and excel in the face of evolving technological challenges within the enterprise desktop landscape, now including the intelligent use of AI.

We offer an annual gross salary between$30/hour and $35/hour CAD for full-time employment, depending on professional qualifications and experience.

DB E.C.O North America , Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, veteran status, disability or genetics. In addition to federal law requirements. DB E.C.O North America , Inc. complies with applicable state and local laws governing nondiscrimination in employment.

For California applicants: We follow the California Fair Chance Act, San Francisco Fair Chance Ordinance, and/or Los Angeles Fair Chance Initiative for Hiring. As is the case for applicants in any jurisdiction, you do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After providing a conditional offer and conducting a background check, we will consider hiring any qualified individual with arrest or conviction records in accordance with all relevant laws, and specifically will assess whether any conviction history directly relates to the job duties. We will take into consideration the individual’s explanation and potential mitigating factors as defined by the law.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Our commitment to your well-being extends to providing a range of healthcare options tailored to your needs. Partnering with well-known carriers, we offer diverse plans covering essential services such as mental health support, preventative care, inpatient, and outpatient services, as well as health spending accounts and flexible spending accounts to enhance your healthcare experience. Moreover, our benefits package includes access to exclusive discounts on gym memberships and cell phone plans, ensuring comprehensive support for your health and financial wellness.

Retirement Savings

To empower our employees in planning for their future, we provide both pre-tax and post-tax retirement contribution options, complemented by a generous company match. Whether you prefer to invest pre-tax income for immediate tax benefits or opt for post-tax contributions for potential tax advantages in retirement, our retirement program is designed to support your financial goals. Plus, with our company match, your contributions are further amplified, helping you build a secure and prosperous future.

Paid Time off & Holidays

As a full-time employee, you're treated to an enticing package of benefits, including 10 annual holidays, the freedom to select an extra holiday, and the opportunity to accrue vacation time.

In support of employee wellbeing, we're proud to offer an Employee Assistance Plan (EAP). This comprehensive program provides a wide array of services aimed at enhancing mental health and overall wellness. From mental health counseling and legal resources to life and relationship support, crisis assistance, childcare resources, and beyond, our EAP is here to ensure you have the support you need, whenever you need it.

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