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AL

Production / Technical Support II

Artech LLC
🇨🇦 Canada
On-site
1 month ago
  • Windows
  • Citrix
  • ServiceNow
  • PowerShell
  • Incident Management
  • Copilot
  • Splunk
1 month ago
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Title: Production / Technical Support II
Duration: 12 Months contract
Type: Onsite role
Location: Toronto, ON

Introduction

Client needs an L2 Technical Support Engineer who can provide onsite enterprise support for Bank of America users. The candidate must have strong Windows 11, Microsoft 365, Citrix/VDI, ServiceNow, hardware/software troubleshooting, and customer-facing support experience.

Required Skills & Qualifications

  • Excellent customer service skills.
  • Strong verbal and written communication skills.
  • Organized and detail-oriented with strong follow-up skills.
  • Ability to escalate and manage risk effectively.
  • Experience with end-to-end resolution of incidents within the Service Now framework.
  • Assisting with software deployment and provisioning hardware requests.
  • Advanced troubleshooting and break-fix support expertise in Windows Operating Systems, Client 365 suite, mobility platforms, hosted virtual desktop, Citrix environments, network connectivity, and infrastructure.
  • Proficiency with command-line tools and PowerShell scripting.
  • Experience supporting enterprise-scale environments with 500 users.
  • Experience utilizing IT Service Management (ITSM) platforms, preferably ServiceNow.
  • Familiarity with enterprise support processes, incident management, and service delivery best practices.
  • Prior work experience at client or in client's industry.

Preferred Skills & Qualifications

  • Experience with CoPilot and Splunk.
  • Strong hardware and software diagnostic and resolution capabilities.
  • Exceptional written and verbal communication skills with the ability to translate complex technical concepts into clear, business-friendly language.

Day-to-Day Responsibilities

  • Provide advanced troubleshooting and break-fix support.
  • Manage multiple priorities and competing demands in a fast-paced environment.
  • Deliver high-quality support while meeting established service levels and performance expectations.

For immediate consideration please click APPLY to begin the screening process with Alex.

Production / Technical Support II · Artech LLC

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