206669 - Support Engineer

Orion Innovation is a premier, award-winning, global business and technology services firm.  Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity.  We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

Department: IT Help Desk Support Engineer

Location: Onsite in Montreal, Quebec

Reports To: IT Support Manager

Job Type: L1 Support Engineer

Job Summary:

We are seeking a skilled and customer-focused End User Support Engineer to provide technical assistance to users across the organization. The ideal candidate will be responsible for troubleshooting hardware and software issues, ensuring the smooth operation of desktops, laptops, mobile devices, and other user-end IT assets.

Key Responsibilities:

- Provide first level (L1/L2) technical support to users for hardware, software, network, and application issues.

- Install, configure, and maintain operating systems, software applications, and patches.

- Manage and troubleshoot desktop/laptop systems, printers, and peripheral devices.

- Handle user account management, including password resets and access permissions (e.g., Active Directory, O365).

- Assist with setup and configuration of new employee workstations.

- Maintain incident/ticket logs in ServiceNow.

- Provide remote and on-site technical support, as needed.

- Escalate unresolved issues to higher-level support or vendors when necessary.

- Ensure compliance with IT policies and security standards.

- Support audio/video conferencing tools and meeting room equipment.

- Document procedures and update the knowledge base.

Requirements:

- 4 years of experience in IT helpdesk or end user support roles.

- Strong knowledge of Windows OS, Microsoft 365, and common business applications.

- Experience with remote desktop tools and ITSM ticketing systems. (ServiceNow)

- Basic understanding of networking concepts (TCP/IP, DNS, DHCP).

- Familiarity with ITIL best practices is a plus.

- Excellent communication and interpersonal skills.

- Strong problem-solving and time management abilities.

Preferred Certifications (not mandatory):

- CompTIA A+ / Network+

- Microsoft Certified: Modern Desktop Administrator Associate

- ITIL Foundation

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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