Sr. Associate, Field Support Engineering

McKesson; City of Moncton; On-site; CAD 60,000 - 100,000; Full time

Job summary

McKesson is seeking a Sr. Associate, Technical Support Engineer to provide end-user technical support and ensure stable workplace technology environments. You will escalate, troubleshoot, and resolve desktop, hardware, software, and network issues while supporting IT asset management and deployments.

The role emphasizes customer service, documentation, and collaboration with internal IT teams to maintain productive operations. Onsite work and effective communication are required.

Qualifications

• Technical diploma in Computer Systems, IT, or related field, or equivalent.
• Minimum of 2 years IT support experience in a technical environment.
• Experience delivering desktop, hardware, software, and workplace technology support.
• Strong problem-solving and analytical skills.

Responsibilities

• Meet SLAs and respond to incidents and requests in a timely, professional manner.
• Troubleshoot Level 2 desktop, hardware, software, and network issues escalated from the Service Desk.
• Configure, deploy, and support laptops, desktops, peripherals for new hires and relocations.
• Install, maintain, and support printers, copiers, and AV equipment.
• Develop and maintain technical documentation and knowledge base articles.
• Provide user guidance and informal training on IT systems and technologies.

Skills

Technical support

Troubleshooting

Customer service

Documentation

Communication

Team collaboration

Incident management

Education

Technical diploma in IT

Tools

ServiceNow

Remedy

Job description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve - we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow's health today, we want to hear from you.

Sr. Associate, Technical Support Engineer

Summary

The Sr. Associate, Technical Support Engineer is responsible for providing end-user technical support and ensuring the reliable operation of workplace technology environments. This role serves as a key escalation point for desktop, hardware, software, and network-related issues, while supporting IT asset management, technology deployments, user onboarding, and operational support activities. The successful candidate will deliver exceptional customer service, troubleshoot technical challenges, and work collaboratively with internal IT teams to maintain a productive and secure technology environment.

What You'll Do

• Meet established service level agreements (SLAs) and respond to incidents and service requests in a timely and professional manner.
• Troubleshoot and resolve Level 2 desktop, hardware, software, and network-related issues escalated from the Service Desk.
• Configure, deploy, and support laptops, desktops, peripherals, and software for new hires, equipment refreshes, and relocation requests.
• Install, maintain, and support printers, copiers, audio/visual equipment, and other workplace technologies.
• Prioritize and manage workload based on business impact, urgency, and escalation requirements.
• Resolve workstation and end-user technology issues while minimizing disruption to business operations.
• Escalate complex incidents and service requests to appropriate IT teams when necessary.
• Conduct follow-up activities to ensure issues are fully resolved and customer satisfaction is achieved.
• Receive, track, organize, and maintain IT assets within asset management systems.
• Support workstation patching, software updates, inventory management, and technology compliance activities.
• Develop and maintain technical documentation, support procedures, standards, and knowledge base articles.
• Provide user support, guidance, and informal training on IT systems, tools, and technologies.
• Adhere to established IT policies, procedures, and operational standards.

What You Bring

• Experience providing technical support in a corporate IT environment.
• Strong troubleshooting skills across desktop systems, hardware, software, peripherals, and networks.
• Ability to work independently while effectively managing multiple priorities and competing demands.
• Strong customer service orientation with a commitment to delivering a positive user experience.
• Excellent verbal and written communication skills.
• Strong interpersonal, organizational, and time-management abilities.
• Ability to remain effective in fast-paced, high-pressure, and crisis situations.
• Experience creating and maintaining technical documentation and process materials.
• Collaborative team player who works effectively across multiple technology teams.
• Familiarity with incident management, service request, and asset management processes.

Minimum Requirements

• Technical diploma in Computer Systems, Information Technology, or a related field, or an equivalent combination of education and experience.
• Minimum of 2 years of experience delivering IT support services in a technical support environment.
• Experience supporting desktop systems, end-user hardware, software deployments, and workplace technologies.
• Strong problem-solving and analytical skills.

Preferred Skills & Experience

• Experience with ServiceNow, Remedy, or similar IT Service Management (ITSM) platforms.
• Experience using IT asset management tools and inventory management systems.
• A+ Certification preferred.
• ITIL Foundation Certification preferred.
• Experience supporting enterprise workplace technologies and endpoint management solutions.
• Knowledge of desktop lifecycle management, software deployment, and device support best practices.
• Ability to support users in both onsite and remote work environments.

Work Model / Physical Requirements

• Ability to work onsite to support end-user technology and business operations.
• Flexibility to work occasional overtime or after-hours support as business needs require.
• Ability to lift and move IT equipment weighing up to 45 lbs.
• Comfortable working in storage, staging, and equipment deployment environments.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

$59,900 - $99,900

McKesson has become aware of online recruiting-related scams in which individuals who are not affiliated with or authorized by McKesson are using McKesson's (or affiliated entities, like CoverMyMeds or RxCrossroads) name in fraudulent emails, job postings or social media messages. In light of these scams, please bear the following in mind:
McKesson Talent Advisors will never solicit money or credit card information in connection with a McKesson job application.

McKesson Talent Advisors do not communicate with candidates via online chatrooms or using email accounts such as Gmail or Hotmail. Note that McKesson does rely on a virtual assistant (Gia) for certain recruiting-related communications with candidates.

McKesson job postings are posted on our career site: careers.mckesson.com.

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [e-mail] or (Canada) [e-mail]. Resumes or CVs submitted to this email box will not be accepted.

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