Arobas Personnel is looking for a Support Engineer for a permanent position with one of our clients in Boston. Remote What does your day-to-day look like? As a
Support Engineer, you'll be responsible for delivering
on-site technical support, working in collaboration with the
Remote Service Desk. You'll handle issues requiring
physical intervention, ensuring seamless IT operations for users.
Using a
ticketing and workflow tool, you will track and document all activities, ensuring clear records for future decision-making. Our support team is stationed
on-site at the client's location and operates within agreed
Service Levels to provide top-tier assistance.
Your Key Responsibilities: - Desk-Side Support:
- Troubleshoot hardware/software issues that cannot be resolved remotely.
- Offer expert guidance on best practices and operational procedures.
- Hardware Break/Fix:
- Diagnose, repair, and replace defective equipment (desktops, laptops) on-site or at an authorized service center.
- Ensure devices under warranty receive appropriate servicing.
- IMACD Services:
- Manage Installations, Moves, Additions, Changes, and De-installations of IT equipment.
- Work closely with Service Desk agents and on-site technicians to streamline the process.
- Managed Deployment/Refresh:
- Oversee device replacements based on lifecycle milestones (end-of-life, lease expiration, or warranty expiration).
- Support system migrations and mass deployments.
- Executive Support:
- Provide high-priority VIP support for executives.
- Ensure top-tier assistance for IMACD, Hardware Break/Fix, and Desk-Side Support Services.
- Hands & Eyes Support:
- Assist remote IT teams by physically inspecting devices and executing on-site troubleshooting tasks as directed by specialists.
- Reporting & Documentation:
- Maintain accurate service records, ensuring all activities are logged for future reference and analysis.
What we're looking for: - Strong knowledge of Windows 10/11 and Server 2016/2019/2022
- Experience with Active Directory, WSUS, GPO, and DFS
- Familiarity with network protocols (DHCP, DNS, VLAN)
- Hands-on experience with Exchange 2016/2019
- Knowledge of IT ticketing tools (ServiceDesk Plus)
- Experience with VMware Horizon, ESX/ESXi (an asset)
- Proficiency in Office 2016, Office 365, and Azure (an asset)
- Relevant IT certifications (A , Network , MCP, MCITP, MCSE, MCSA, Cisco CCENT/CCNA) (an asset)
- Experience with Acronis, SentinelOne, EntraPass, Avaya IP Office, SonicWall VPN, and MDM systems (an asset)
Who you are: - You have a DEC in Network Management or equivalent
- You bring at least 4 years of experience in IT support
- You are bilingual (English & French) - both spoken and written
- You have strong customer service skills and can communicate effectively
- You are organized, detail-oriented, and able to manage priorities
- You can handle high-pressure situations and respond quickly to emergencies
- You are available to work outside regular hours when needed
What's in it for you? - Retirement Savings Plans (REER & RPDB)
- Partial reimbursement for public transit costs
- Sports credit for fitness-related expenses
- Remote work options
- Specialized training & career development