Support Engineer

Job Title: Support Engineer

Job Description

The Support Engineer provides hands-on technical and customer support for commercial hardware and software products, including printers, laptops, and desktop PCs. This full-time role (40 hours per week, 52 weeks per year) focuses on supporting federal customers, managing internal processes such as fund transfers and purchase orders, and coordinating resources across multiple internal groups. The successful candidate starts under the guidance of sr team members, gradually taking ownership of less complex tasks and growing into more advanced responsibilities as they gain experience. This position offers long-term stability and the potential to transition into a permanent role.

Responsibilities

• Support customer deployments and project rollouts for commercial products such as printers, laptops, and desktop PCs.
• Assist with hardware-related escalations, ensuring timely and effective resolution of issues.
• Coordinate with factories, customers, and internal teams to investigate and resolve technical problems.
• Support firmware updates, including planning, execution, and troubleshooting related issues.
• Troubleshoot a wide range of technical issues, from complex hardware problems to simpler connectivity issues such as Wi‑Fi outages.
• Provide technical support for both hardware and software systems across multiple PC platforms, including notebooks, desktops, workstations, and associated hardware such as monitors, docking stations, and printers.
• Manage internal processes, including transferring funds between internal groups and creating purchase orders to support ongoing projects.
• Coordinate resources across teams to ensure smooth execution of deployments and support activities.
• Communicate clearly and professionally with customers throughout the issue resolution process, providing regular updates and setting accurate expectations.
• Work under the guidance of sr team members initially, progressively taking ownership of less complex tasks as proficiency increases.
• Assist with escalations related to federal customers, ensuring adherence to required standards and response times.
• Contribute to new initiatives, including supporting increased activity from recently launched projects in new regions.
• Collaborate closely with the engineering support team to share knowledge, refine processes, and improve overall service quality.

Essential Skills

• 3+ years of experience working in a technical support role, such as Service Desk, Desktop Support, or Level 2 Help Desk.
• Proven experience providing technical support for both hardware and software systems.
• Hands-on experience working across multiple PC platforms, including notebooks, desktops, and workstations.
• Experience supporting associated hardware such as monitors, docking stations, and printers.
• Demonstrated ability to troubleshoot BIOS-related issues.
• Strong experience troubleshooting Windows operating system issues.
• Experienced in technical support or IT support environments (for example, Service Desk or Desktop Support).
• Experience working directly with customers to troubleshoot and resolve technical issues efficiently.
• Strong verbal communication skills and the ability to confidently engage customers over the phone.
• Excellent interpersonal and customer service skills, with a focus on clear, professional communication.
• Experience providing product support and resolving escalated technical issues.

Additional Skills & Qualifications

• Experience working in a service desk or engineering support team environment.
• Comfort working with federal or enterprise-level customers and their specific support needs.
• Ability to manage multiple tasks and priorities in a fast-paced support setting.
• Strong problem-solving mindset and attention to detail when investigating technical issues.
• Willingness to learn from sr team members and progressively take on more complex responsibilities.

Work Environment

The Support Engineer works as part of an engineering support team that values collaboration, knowledge sharing, and long-term relationships. The role is full-time and primarily on-site, with some travel to customer locations as needed to support deployments, troubleshoot issues, or assist with escalations. The environment involves frequent interaction with customers, internal teams, and factories, using a variety of commercial technologies including printers, laptops, desktop PCs, and related peripherals. The team handles a steady flow of work, including new initiatives that generate significant activity, offering a stable and engaging workload with opportunities to grow skills over time.

Job Type & Location

This is a Contract position based out of Ottawa, ON.

Pay and Benefits

The pay range for this position is $30.00 - $50.00/hr.

Workplace Type

This is a fully onsite position in Ottawa,ON.

À propos d'Actalent

Actalent est un leader mondial dans les services d’ingénierie et de sciences ainsi que dans les solutions de talents. Nous aidons des entreprises visionnaires à faire progresser leurs initiatives d’ingénierie et de science grâce à l’accès à des experts spécialisés qui favorisent l’échelle, l’innovation et la rapidité de mise sur le marché. Avec un réseau de près de 20 000 consultants et 5 000 clients à travers les États-Unis, le Canada, l’Asie et l’Europe, Actalent dessert de nombreuses entreprises du Fortune 500. Nous sommes fiers d’être l’une des 500 meilleures firmes de conception de l’Engineering News-Record (ENR) pour nos services de conception en ingénierie et un lauréat du prix ClearlyRated Best of Staffing tant pour le service client que pour les talents.

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