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 strong 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.
- Strong 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 fast-paced setting.
- 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
📍 Toronto