Field Support Engineer

Cognizant; Kitchener; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading IT services provider is seeking a seasoned Deskside Support / Field Engineer in Kitchener, ON. The ideal candidate has 7–8 years of experience in IT support, specializing in network troubleshooting and desktop support. Responsibilities include providing support for devices, diagnosing network issues, and managing user accounts. Candidates must be proactive problem solvers with excellent communication skills. Certifications like CompTIA A+ and Network+ are preferred.

Qualifications

• 7–8 years of hands-on experience in IT support.
• Strong knowledge of Windows and Mac OS.
• Excellent communication skills to interact with users.

Responsibilities

• Provide support for desktops, laptops, and mobile devices.
• Diagnose and resolve network connectivity issues.
• Support Active Directory and user account management.
• Manage OS imaging and software deployment.
• Handle incident and request tickets in ITSM platforms.

Skills

IT support

network troubleshooting

desktop support

end-user computing

Windows OS

Mac OS

Microsoft 365

TCP/IP

DNS/DHCP

endpoint security

Education

CompTIA A+

Network+

Microsoft Certified: Modern Desktop Administrator Associate

ITIL Foundation

Tools

Bomgar

TeamViewer

Wireshark

Job description

Overview

Work Location: Elmira, ON

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.

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., 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.
• Applications will be accepted until November 15,20205.