The Help Desk Engineer is accountable for assisting clients in need of remote support. The Help Desk Engineer will ensure a timely response and appropriate resolution to clients having technical issues that have reached out to The Walker Group’s OnCall department.

Responsibilities.
Triage and solve issues communicated via phone, e-mail or alerting systems
Efficiently use remote control tools to support clients
Document all activities conducted
Identify, track and escalate severe issues and problematic trends in a timely manner
Solve backup failures and restore files
Setup and troubleshoot e-mail functionality, workstations, servers and appliances
Malware/Virus clean-up
Setup and configure mobile devices
Occasional internal IT support

Qualifications.
2+ years’ experience providing help desk support in a rapid-paced setting
1+ years’ recent experience supporting Microsoft operating systems
Excellent communication and customer service skills
General knowledge of IT concepts
Ability to configure mobile devices
Ability to troubleshoot desktop and laptop hardware
Mac experience and SonicWall experience preferred
A+ Certification is preferred
Backup Experience is preferred

📌 Help Desk Engineer Ontario (Canada)
🏢 The Walker Group
📍 Canada