Job Specifications
Role: Desk Side Support Engineer
Location: Quebec City, QC – G1K 8G3 (100% Onsite)
Skills Required:
Windows & Mac Laptop Support
Office 365 Administration
ITSM / Ticketing Systems
Job Description:
The Digital Workplace Team is dedicated to delivering simplicity, productivity, and an exceptional employee experience in a remote-centric environment. We empower our colleagues across the globe with the tools they need to collaborate, innovate, and serve our customers effectively.
We are seeking a Desk Side Support Engineer to provide both onsite and remote technical support to employees. This role is ideal for an IT professional with Service Desk experience looking to advance their career with a leading global SaaS company.
Work Location: Quebec City, Canada (100% Onsite)
Key Responsibilities:
Respond to and resolve hardware/software service requests via the ITSM ticketing system for both local and remote employees.
Manage and resolve all incidents/tickets per established SLA processes and guidelines.
Escalate issues and report potential risks to the IT Regional Manager.
Create and maintain end-user and internal documentation using standard templates.
Troubleshoot and provide escalation support for incidents of medium to high complexity.
Configure and deploy new computers using Microsoft Intune and JAMF Casper.
Provide internal support for GoTo products (GoTo Suite, LastPass, GoToResolve).
Maintain and troubleshoot meeting room AV hardware (Crestron, Dolby, Logitech) and Room Wizard administration.
Provide wireless device support for laptops, tablets, and mobile devices.
Maintain IT asset inventory and knowledgebase documentation.
Assist with employee onboarding, desk setups, equipment deliveries, and stockroom management.
Handle defective hardware returns and coordinate vendor repairs.
Support and maintain Windows 11 / macOS systems, peripherals, and printers.
Provide user support for Outlook, VPN, Microsoft Office, OneDrive, Windows Defender, and web-based applications.
Conduct periodic meeting room tests, updates, and maintenance.
Required Qualifications & Experience:
Bachelor’s degree in Computer Science or equivalent work experience.
Minimum 3 years of experience in a helpdesk or technical support environment.
Strong understanding of Windows 10/11, macOS (Linux is a plus).
Hands-on experience with Intune and JAMF Casper imaging and deployment tools.
Advanced troubleshooting skills in hardware and software.
Proficiency with Microsoft Office 365 (Windows & macOS).
Experience with cloud-based backup solutions (e.g., OneDrive).
Excellent verbal and written communication skills.
Strong organizational, multitasking, and time management abilities.
Proven ability to communicate technical information clearly to both technical and non-technical users.
Microsoft certifications are an asset.
Physical Demands / Work Environment:
Light to medium physical exertion (routine bending, lifting, and equipment handling may be required).
Collaborative, open-minded, and team-oriented work environment focused on shared goals.
About the Company
Rivago Infotech Inc has been a leader in IT staffing and Software development for over 5 years and is one of the largest diversity and development firms in the industry. We are known for our high-touch, customer-eccentric approach, offering our clients unmatched quality, responsiveness and flexibility . We are appreciated by our clients for our streamlined execution, highly efficient service and exceptional talent management that go above and beyond traditional staffing services.
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