Senior Service Desk Engineer

Cvent; Fredericton; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading meetings and events technology provider is seeking a Senior Engineer to enhance their IT infrastructure and support. This role involves troubleshooting, mentoring junior staff, and identifying opportunities to leverage AI for improved operational efficiency. The ideal candidate will have over 3 years of experience in IT support, excellent problem-solving skills, and a background in technology solutions including Windows and macOS.

Qualifications

• 3+ years of experience in IT support with significant responsibilities.
• Strong understanding of the 7-layer OSI model.
• Experience with automation frameworks like PowerShell.

Responsibilities

• Serve as point of escalation for support tickets.
• Collaborate with helpdesk team for issue resolution.
• Lead projects to enhance helpdesk environment.
• Identify opportunities to leverage AI in support processes.

Skills

Problem-solving

Teamwork

Time management

Customer service

Communication

Education

Bachelor’s degree in IT, IS or related field

Tools

Windows 10

macOS

Active Directory

Exchange

Office 365

Zoom

Job description

Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,000+ employees and 24,000+ customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.

Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

AI at Cvent: Leading the Future

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.

Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you.

This senior engineer role offers an excellent opportunity to advance your career and gain valuable leadership experience. You’ll serve as a key escalation point for junior team members, providing guidance and support as needed. In this position, you’ll work directly with modern, cutting-edge systems and take on a variety of complex issues, tasks, and projects. Your responsibilities will include troubleshooting, building, and maintaining our expanding international IT infrastructure—an essential component of the company’s ongoing success. This is a hands‑on position with high expectations for both technical contributions and positive cultural impact.

In This Role, You Will:

• Serve as a point of escalation for tickets, issues, and inquiries from team members.
• Collaborate with the global helpdesk team to troubleshoot and resolve support tickets.
• Assist with IT inventory management, auditing, and reporting.
• Partner with networking, security, and infrastructure teams to implement the latest technologies.
• Lead projects aimed at enhancing the helpdesk environment.
• Troubleshoot, administer, and support the company’s global technology infrastructure.
• Ensure the quality of work delivered by your assigned team.
• Mentor and train new team members.
• Prepare and configure laptops, and support onboarding for new hires in your office.
• Serve as a subject matter expert for a business service managed by the IT department.
• Ensure the AV, wireless, and security systems in your office operate efficiently.
• Lead advanced troubleshooting efforts.
• Identify opportunities to leverage AI and automation to improve support processes, reduce manual workload, and enhance user experience.
• Contribute ideas for implementing intelligent monitoring, proactive issue detection, and automation of repetitive tasks within the service desk.

Here’s What You Need:

• Bachelor’s degree in IT, IS, or a related technical field, or equivalent experience
• At least 3 years of progressive experience in IT support, including significant responsibility in a Senior+ Service Desk Engineer role (such as acting as an escalation point, mentoring team members, and managing complex technical issues)
• Strong understanding of the 7‑layer OSI model and its practical applications
• Extensive experience with industry‑standard platforms, including Windows 10, macOS, Active Directory, Exchange, Office 365, and Zoom
• Excellent problem‑solving and analytical skills, with a proven ability to identify and resolve complex issues
• Strong teamwork and communication abilities
• Effective time management and project management skills
• Self‑motivated, with the ability to work independently and with minimal supervision
• Exceptional customer service skills
• Awareness of emerging AI‑driven tools in IT support (e.g., AI chatbots, predictive analytics, intelligent ticket routing) and willingness to adapt these into daily operations.
• Experience with automation frameworks (such as PowerShell, Intune, or workflow automation tools) is a plus.