Role Overview The IT Service Engineer provides Level 2 support for desktop, mobility, and device issues. This role independently handles the escalated tickets, supports Zebra RF/handheld and MDM platforms, and is a first line of technical support during network, voice, and compute outages. The IT Service Engineer has a solid technical foundation and is building toward greater ownership of specific tools, device categories, and process areas. This position is onsite.

Key Responsibilities
• Independently troubleshoot and resolve hardware and software issues on Windows and Mac desktops, laptops, printers, and peripherals.
• Deploy, image, and configure PCs, laptops, and mobile devices in line with standard procedures.
• Support video conferencing and collaboration tools (Microsoft Teams) and resolve related connectivity/meeting issues.
• Troubleshoot, and support Zebra RF/handheld devices (TC77/78, TC8000/8300, MC9300) including app deployment and firmware/image updates.
• Manage day-to-day administration of MDM platforms, including enrollment, policy application, and troubleshooting.
• Support rollout of new devices and MDM policy changes.
• Perform network troubleshooting for Wi-Fi, VPN, and general connectivity issues, escalating complex cases to the Network team with clear diagnostic detail.
• Act as a first line of technical support during outages, coordinating with Network, Voice, and Compute teams to gather information and communicate status from start to finish.




• Contribute to and help maintain the knowledge base, including documenting new issues and resolutions.
• Support IT asset tracking, inventory, and lifecycle management activities.
• Identify recurring issues and suggest process or tooling improvements to reduce ticket volume. Required Qualifications And SKILLS
• 4-8 years of experience in IT support, desktop engineering, or a related role.
• Associate's degree or coursework in IT, Computer Science, or related field.
• Strong working knowledge of Windows OS; working knowledge of MacOS.
• Hands-on experience with MDM platforms such as Intune, 42Gears, Addigy or similar.
• Solid understanding of networking fundamentals (Wi-Fi, VPN, TCP/IP) and ability to troubleshoot connectivity issues independently.
• Experience supporting Active Directory, and M365 in a Level 2 capacity.
• Robust problem-solving skills and ability to manage multiple priorities in a fast-paced environment.
• Excellent communication skills, with the ability to explain technical issues to non-technical users.
• Experience documenting technical issues and contributing to a knowledge base.
• CompTIA A+, Microsoft 365 Certified, or ITIL Foundation certification is a plus.
• Experience configuring and troubleshooting Zebra handheld/RF devices is strongly preferred.
• Experience supporting warehouses and distribution centers, is highly desirable. Pay Range CAD $68,000.00
- CAD $80,000.00 /Yr.

📌 IT Service Engineer (Richmond)
🏢 WorldPac
📍 Richmond