Support Engineer II

Support Engineer II

We are seeking an experienced Support Engineer II to join our dynamic IT team. This role is the first point of contact for technical support service requests within our organization. As a Support Engineer II, you will field incoming chats, calls, and online requests from employees worldwide, ensuring that each interaction is handled with customer focus and efficiency. You will be innovative, energetic, and able to adapt to new processes and procedures quickly, while managing a high volume of requests. Your commitment, flexibility, and ability to maintain high levels of productivity and deliver quality support are essential.

Provide basic technical support to corporate employees worldwide. Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and the ticketing system in a timely manner, adhering to organizational standards. Diagnose and troubleshoot end-user computing problems, including analyzing the issue, identifying appropriate resources, testing proposed fixes, and ensuring resolution. Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely. Inform customers of needed repairs and answer basic questions, ensuring customer satisfaction with the completed work. Follow all standard operating procedures through effective use of knowledge management. Acquire and maintain current knowledge of relevant policies to provide technically accurate solutions to users. Assist with activities to triage and escalate any system or network outage to reduce downtime. Provide remote assistance for teleconferencing systems and AV presentation equipment. Adhere to shift schedules and timeliness, with a willingness to work flexible shifts, weekends, and holidays.

MUST HAVES: 2+ years of experience supporting Windows, Mac, and Linux operating systems in a corporate setting (having 2 of the 3 is important) Experience with scripting and automation, including deploying toolsets in professional or academic projects Owning IT Projects (working independently and being the sole POC on IT projects) Front-end web development experience (entry level experience) Typescript, JavaScript, or Python experience Associate degree in Computer Science or a related field, or equivalent experience 3+ years of experience in a helpdesk or desk-side environment Hands on IT warehouse experience

NICE TO HAVES: Bachelor's degree in Computer Science or an IT-related field AWS experience Microsoft certifications such as MCSE or MCITP Systems Administrator (Active Directory) Advanced Linux systems administration skills Strong troubleshooting skills for complex systems Ability to explain complex IT concepts in simple terms ITIL Foundation Certification

Job Type & Location This is a Contract position based out of Vancouver, BC. Pay and Benefits The pay range for this position is $30.00 - $33.00/hr. Workplace Type This is a fully onsite position in Vancouver, BC.

About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actatalentaccommodation@actalentservices.com for other accommodation options.