Tech Support Engineer - ITSM & Remote Access

Mercor; Toronto; Remote; CAD 52,000 - 65,000; Full time

Job summary

Mercor in Toronto, Canada, seeks a first-line IT Support Technician to provide timely help via phone, email, chat and ticketing system. You will diagnose hardware, software and network issues, log incidents in ITSM, and escalate when needed.

You will assist onboarding/offboarding, maintain docs, monitor alerts, and support remote users with VPN and VDI. A 1–3 year IT support background and ITIL asset is desirable.

Qualifications

• Diploma or degree in Information Technology, Computer Science, or related field.
• 1-3 years of experience in a technical support or help desk role.
• Strong knowledge of Windows OS, Microsoft 365, Active Directory, and basic networking.
• Experience with ITSM platform - ServiceNow
• Excellent communication and customer service skills.
• Ability to prioritize tasks and work under pressure in a fast-paced environment.
• ITIL Foundation certification is an asset.

Responsibilities

• Provide first-level technical support via phone, email, chat, and ticketing system.
• Diagnose and resolve hardware, software, and network issues.
• Log, track, and manage incidents and service requests using ITSM tools.
• Escalate unresolved issues to appropriate support teams.
• Assist with onboarding/offboarding tasks including account setup and equipment provisioning.
• Maintain documentation of procedures, known issues, and solutions.
• Monitor system alerts and respond to outages or performance issues.
• Support remote users with VPN, virtual desktops, and mobile device management.
• Participate in continuous improvement initiatives and contribute to knowledge base articles.

Job description

Mercor in Toronto, Canada, seeks a first-line IT Support Technician to provide timely help via phone, email, chat and ticketing system. You will diagnose hardware, software and network issues, log incidents in ITSM, and escalate when needed.

You will assist onboarding/offboarding, maintain docs, monitor alerts, and support remote users with VPN and VDI. A 1–3 year IT support background and ITIL asset is desirable.