Senior End-User Support Tech II — Remote

DCM Infotech Limited; United States; Remote; CAD 55,000 - 75,000; Full time

Job summary

DCM Infotech Limited seeks a Technical Support Technician II focused on end-user support, working remotely within EST hours. This long-term contract role requires 5+ years of hands-on experience and strong communication skills to effectively assist users across time zones.

You will handle incident management, perform hardware and software troubleshooting, image/setup devices, and collaborate with telephony and network teams to resolve issues efficiently.

Qualifications

• High school diploma is required.
• 5+ years of related experience in end-user IT support.
• Excellent communication and organizational skills.
• Ability to perform under pressure.

Responsibilities

• Provide first and second level incident response to end-users across multiple time zones.
• Troubleshoot end-user hardware and software and image/setup devices.
• Coordinate with telephony vendors for POTS and call center issues.
• Escalate to appropriate teams for unresolved or recurring incidents.
• Maintain IT asset inventory and assist in IT inventory control.

Skills

End-user support

Hardware troubleshooting

Software troubleshooting

Incident management

Communication skills

Education

High school diploma

Tools

Meraki

Call Center tools

Job description

DCM Infotech Limited seeks a Technical Support Technician II focused on end-user support, working remotely within EST hours. This long-term contract role requires 5+ years of hands-on experience and strong communication skills to effectively assist users across time zones.

You will handle incident management, perform hardware and software troubleshooting, image/setup devices, and collaborate with telephony and network teams to resolve issues efficiently.