Job Title: Desktop Support Engineer

Location: Montréal, QC, Canada (Onsite)

Employment Type: Full-Time

Language Requirement: French & English (Mandatory)

We are seeking a skilled End User Computing (EUC) / Desk Side Support Engineer to provide onsite IT support for end users. The ideal candidate will be responsible for troubleshooting hardware and software issues, installing and configuring IT equipment, staging and imaging devices, and resolving incidents and service requests. This role requires excellent technical troubleshooting skills, robust customer service abilities, and experience supporting enterprise IT environments while meeting SLA requirements.

Key Responsibilities

Provide onsite Desk Side Support (DSS) for end-user IT issues.

Troubleshoot and resolve desktop, laptop, hardware, software, and peripheral issues.

Install, configure, and replace desktops, laptops, monitors, docking stations, printers, and other IT accessories.

Perform staging, imaging, and deployment of new devices using KDP, SCCM, MDT, Intune, or similar imaging tools.

Resolve incidents and service requests within defined SLA timelines.

Perform hardware diagnostics, repairs, and coordinate warranty replacements when required.

Support Microsoft Windows operating systems, Microsoft 365, Outlook, and Microsoft Teams.

Manage user accounts, password resets, and access requests using Active Directory.

Troubleshoot basic network connectivity issues, including LAN, Wi-Fi, VPN, TCP/IP,



DNS, and DHCP.

Create, update, and close support tickets using ITSM tools such as ServiceNow, Remedy, or Jira.

Maintain IT asset inventory and documentation.

Provide hands-and-feet support for infrastructure and network teams when required.

Deliver excellent customer service while supporting end users onsite.

Required Skills & Qualifications

4–6 years of experience in End User Computing (EUC), Desktop Support, or Desk Side Support.

Strong knowledge of Windows 10 and Windows 11 operating systems.

Experience supporting Microsoft 365, Outlook, and Microsoft Teams.

Hands-on experience with desktop/laptop hardware troubleshooting, repair, and replacement.

Experience with computer imaging and deployment tools such as KDP, SCCM, MDT, or Intune.

Knowledge of Active Directory, including user account management, password resets, and account unlocks.

Basic networking knowledge, including TCP/IP, DNS, DHCP, VPN, and LAN/Wi-Fi troubleshooting.

Experience with ITSM tools such as ServiceNow, Remedy, or Jira.

Strong troubleshooting, analytical, and problem-solving skills.

Excellent communication and customer service skills.

Ability to work independently and manage multiple support requests.

Preferred Qualifications

ITIL Foundation Certification.

Microsoft certifications (e.g., Microsoft Certified: Modern Desktop Administrator Associate or equivalent).

📌 Desktop Support Engineer (Montreal)
🏢 TECEZE
📍 Montreal