Position Description & Qualifications
Job Summary
The Field Service Technician provides hands‑on, on‑site and remote technical support for computer hardware, peripherals, and basic networked systems. Working under close supervision, this role is responsible for installing, maintaining, troubleshooting, and repairing end‑user computing equipment while delivering professional customer service to internal users.
This position is targeted at early‑to‑mid level technicians with at least 2 years of relevant experience and is not intended for entry‑level (zero‑experience) candidates. The technician will handle routine and non‑complex issues independently, escalating advanced or complex problems to senior field or remote engineering teams as required.
Key Responsibilities
Field Support & Technical Services
Perform on‑site installation, maintenance, and servicing of IT equipment, including desktops, laptops, peripherals, and telecommunications devices
Diagnose hardware and software issues using standard troubleshooting methodologies and specialized diagnostic tools
Image, configure, and deploy PCs in accordance with standard build procedures
Perform preventive maintenance activities on PCs and related equipment
Operating Systems & Applications
Support Windows OS platforms (Windows 10/11)
Install, configure, and troubleshoot standard business applications
Assist users with application errors, configuration issues, and basic usage questions
Networking & Infrastructure Support
Possess a foundational understanding of networking and server concepts (LAN/WAN, cabling, switches, basic server roles)
Provide hands‑on assistance for remote Network and Server Engineers during on‑site troubleshooting, hardware replacement, or validation activities
Participate in basic equipment and system acceptance testing following established procedures
Customer Interaction & Communication
Deliver operation and maintenance instructions to users when required
Interact professionally with end users both in person and remotely
Work with customers to clarify technical issues and identify root causes
Ticketing & Documentation
Log, track,
and update incidents and service requests using an assigned ticketing platform
Accurately document troubleshooting steps, resolutions, and field activities
Escalation & Collaboration
Independently address routine and non‑complex issues
Escalate complex or unresolved problems to higher‑level technicians or engineering teams
Collaborate effectively with remote support teams to resolve issues efficiently
Required Qualifications & Experience
Experience
College Diploma / University Degree or combination of experience and education
Minimum 2 years of experience working in a Field Service Technician, Desktop Support, or similar IT support role
Experience troubleshooting and repairing PCs, including imaging, memory replacement, and storage replacement
Hands‑on experience supporting Windows‑based environments
Experience working with or alongside ticketing systems (ServiceNow, Jira, etc.)
Technical Skills
Strong PC hardware troubleshooting skills
Windows OS installation, configuration, and troubleshooting
Application installation and issue resolution
Basic understanding of networking and server concepts
Soft Skills
Strong verbal communication skills
Ability to interact confidently with users on‑site and remotely
Good problem‑solving and organizational skills
Ability to follow procedures while working under close supervision
Additional Requirements
Ability to work independently in a remote / regional environment
Valid driver’s license and ability to travel locally within the GTA area (if applicable)
Preferred Qualifications
IT certifications (CompTIA A+, Network+, or similar)
Prior experience working in geographically remote or low‑density service regions
Experience supporting public‑facing or regulated environments
Company Overview
Serco Canada Inc.
strives to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves the Canadian Federal and Provincial governments and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.
Pay Transparency
Our Total Rewards package includes competitive pay, performance-based incentives, and benefits that promote well‑being and work-life balance—so you can thrive both professionally and personally. Program availability may vary based on factors such as contract type, location, hire date, and applicable collective bargaining agreements.
Salary range: The range for this position can be found at the top of the posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job‑related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple provinces, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long‑term incentive opportunities.
To review all Serco advantages please visit: https://careers.serco-na.com/us/en/about-us .
Serco complies with all applicable federal, provincial, and local leave laws This is a Canada-based role and this position is for an existing vacancy, unless stated otherwise in the job description. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to:
[email protected] .
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📌 IT Service Desk Analyst (Ontario)
🏢 Serco
📍 Ontario