Title: Production / Technical Support II
Duration: 12 Months contract
Type: Onsite role
Location: Toronto, ON

Introduction

Client needs an L2 Technical Support Engineer who can provide onsite enterprise support for Bank of America users. The candidate must have strong Windows 11, Microsoft 365, Citrix/VDI, ServiceNow, hardware/software troubleshooting, and customer-facing support experience.

Required Skills & Qualifications
Excellent customer service skills.
Strong verbal and written communication skills.
Organized and detail-oriented with solid follow-up skills.
Ability to escalate and manage risk effectively.
Experience with end-to-end resolution of incidents within the Service Now framework.
Assisting with software deployment and provisioning hardware requests.
Advanced troubleshooting and break-fix support expertise in Windows Operating Systems, Client 365 suite, mobility platforms, hosted virtual desktop, Citrix environments, network connectivity, and infrastructure.
Proficiency with command-line tools and PowerShell scripting.




Experience supporting enterprise-scale environments with 500 users.
Experience utilizing IT Service Management (ITSM) platforms, preferably ServiceNow.
Familiarity with enterprise support processes, incident management, and service delivery best practices.
Prior work experience at client or in client's industry.

Preferred Skills & Qualifications
Experience with CoPilot and Splunk.
Solid hardware and software diagnostic and resolution capabilities.
Exceptional written and verbal communication skills with the ability to translate complex technical concepts into clear, business-friendly language.

Day-to-Day Responsibilities
Provide advanced troubleshooting and break-fix support.
Manage multiple priorities and competing demands in a rapid-paced environment.
Deliver high-quality support while meeting established service levels and performance expectations.

For immediate consideration please click APPLY to begin the screening process with Alex.

📌 Production / Technical Support Ii Toronto
🏢 Artech Information Systems
📍 Toronto