SME - Desk Side Services, AMT Asset Management Software
Canada
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Job Description
SME - Desk Side Services, AMT Asset Management Software
Mississauga, Ontario

Job Summary

Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.

Key Responsibilities

Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.

Skill Requirements

Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.

Other Requirements

Deskside Support Engineer (L2 / L2+) Role Summary The Deskside Support Engineer (L2 / L2+) provides advanced on-site and remote end-user support for corporate IT environments. The role focuses on resolving desktop, laptop, and peripheral issues, supporting endpoint services, and ensuring high end-user satisfaction. The engineer will handle escalations from L1, work independently on complex issues, and collaborate with infrastructure and application teams as required. Key Responsibilities End-User & Deskside Support • Provide L2 / L2+ deskside support for desktops, laptops, peripherals, and end-user software. • Diagnose and resolve hardware, OS, application, and connectivity issues at the user location and remotely. • Act as the escalation point from Service Desk (L1) for unresolved deskside issues. Endpoint & OS Support • Install, configure, and troubleshoot Windows OS, standard applications, and enterprise tools. • Support endpoint services such as device builds, rebuilds, refreshes, and replacements. • Handle user onboarding/offboarding tasks including system setup and access verification. Incident, Request & Change Support • Resolve incidents and service requests within defined SLAs using ITSM tools. • Perform SOP-based resolution and escalate to L3 or other resolver groups when required. • Support minor changes, upgrades, and patching activities for end-user devices. Classification: Internal Hardware & Peripheral Management • Troubleshoot and replace hardware components (laptops, desktops, monitors, docking stations, printers). • Coordinate with vendors or internal teams for warranty and hardware repair activities. Collaboration & Documentation • Work closely with infrastructure, network, security, and application teams for issue resolution. • Document fixes, workarounds, and known issues; contribute to KBs and SOP updates. Required Skills & Experience Technical Skills • Strong experience in Deskside / Desktop Support (L2 or higher). • Hands-on knowledge of Windows OS, MS Office, and standard enterprise applications. • Experience with hardware troubleshooting and peripheral support. • Basic understanding of networking concepts (LAN, Wi-Fi, VPN). Tools & Processes • Familiarity with ITSM tools (incident, problem, request management). • Experience working with SOPs, SLAs, and enterprise support processes. Soft Skills • Strong customer service and communication skills. • Ability to work independently and handle multiple tickets effectively. • Professional, user-focused approach in a corporate environment. Classification: Internal Experience Level • L2: 3–6 years of experience in deskside / end-user computing support • L2+: 6–8+ years with strong troubleshooting, ownership, and mentoring capability Nice to Have • Experience in large enterprise or banking/financial environments. • Exposure to endpoint management tools (Intune, SCCM, JAMF, etc.). • Experience supporting executive / white-glove users.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.