Mississauga, Ontario
Job Summary
The DSS L2 Engineer is responsible for providing advanced technical support for end-user computing devices, operating systems, applications, remote access solutions, and workplace technologies. The role acts as the escalation point for L1 teams and ensures timely resolution of incidents while maintaining service quality and SLA compliance.
Key Responsibilities
Provide Level-2 support for desktops, laptops, mobile devices, printers, and peripheral equipment. Perform troubleshooting of Windows and macOS operating systems. Support user account management, onboarding, offboarding, and workstation provisioning. Troubleshoot VPN, remote access, network connectivity, and application-related issues. Support VDI/RDS environments including Microsoft RDS, Citrix, and VMware Horizon where applicable. [ Looking...g L2 resou | Viva Engage] Perform system imaging, re-imaging, software deployment, patching, and hardware replacement activities. [ Looking...g L2 resou | Viva Engage] Handle escalated incidents, service requests, and problem tickets within agreed SLAs. Maintain asset inventory, endpoint compliance, and documentation. Coordinate with infrastructure, network, security, and application teams for issue resolution. Create and update Knowledge Base (KB) articles and technical documentation. Participate in shift operations and major incident support as required.
Skill Requirements
Required Technical Skills Windows 10/11 Administration Microsoft Office 365 Support Active Directory & Azure AD Intune, SCCM/MECM (preferred) Remote Support Tools VPN and Remote Access Technologies Hardware Troubleshooting (Desktop/Laptop/Printers) Basic Networking (TCP/IP, DNS, DHCP) Endpoint Management and Device Provisioning ITIL-based Incident, Problem, and Request Management Processes [ Looking...g L2 resou | Viva Engage], [Internal O...or inciden | Viva Engage] Preferred Skills Citrix Administration VMware Horizon JAMF / MDM Solutions PowerShell Scripting ServiceNow or equivalent ITSM tools
Other Requirements
Soft Skills Strong analytical and troubleshooting ability. Excellent verbal and written communication. Customer-centric approach with stakeholder management skills. Ability to work independently and manage multiple priorities.
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