IT Service Support

Job Description

The IT Service Support serves as the primary onsite IT resource for the Mississauga office and provides high-quality technical support to local and regional users. The role combines service desk, desktop support, site IT operations, infrastructure coordination, asset management, and local project responsibilities. The position works independently to maintain reliable technology services while collaborating with regional and global IT teams and following corporate IT, security, and operational standards.

Base salary range for this position is $65K to $85K CAD Annual

This job posting is for an existing opening in our Mississauga office.

Job Responsibilities

• Lead by example and place Quality, Health & Safety, Security, and the protection of the Environment as core values while never intentionally placing employees, our processes, customers, or the communities in which we live and work at risk.
• Serve as the primary point of contact for IT incidents and service requests within the Mississauga office as well as regional IT services.
• Provide Level 1 and Level 2 onsite and remote support for laptops, desktops, software, Microsoft 365, mobile devices, printers, conference room technology, and approved business applications.
• Monitor the health of site technology and provide hands-on support for workstations, network connectivity, wireless access points, switches, communications systems, and local technology equipment.
• Act as the local IT focal point and coordinate day-to-day technology support for the Mississauga site.
• Collaborate with regional and global infrastructure, security, applications, and other specialist teams to troubleshoot issues and support upgrades, implementations, and maintenance activities.
• Coordinate local support for office moves, expansions, conference room upgrades, network changes, and other site technology improvements.
• Escalate service risks, recurring issues, and infrastructure concerns proactively.
• Investigate, diagnose, resolve, document, and appropriately escalate incidents and service requests in accordance with established service levels and support procedures.
• Keep tickets accurate and current, communicate progress clearly, and maintain ownership through resolution.
• Assist and train end users in person and remotely while consistently providing professional customer service.
• Maintain accurate IT asset and inventory records, including equipment assignments, stock levels, deployments, replacements, returns, and approved disposal activities.
• Maintain an appropriate local stock of approved equipment and peripherals and support periodic asset audits.
• Assist with software deployment, configuration, upgrades, license tracking, renewals, and compliance with licensing agreements.
• Coordinate approved equipment and service requirements with vendors, procurement, office management, and facilities.
• Support new-hire onboarding, employee transfers, and offboarding activities, including account, device, access, and equipment requirements.
• Administer Microsoft 365 and approved user access requests in accordance with identity, security, and authorization procedures.
• Provide end-to-end support for corporate mobile devices and approved endpoint management processes.
• Act as the IT focal point for small local projects and contribute to regional and global IT initiatives.
• Create and maintain local procedures, technical documentation, support instructions, and knowledge articles.
• Identify opportunities to improve service delivery, standardize processes, reduce recurring incidents, and improve the end-user experience.
• Participate in IT governance, compliance, security, and audit activities as required.
• Incidents and requests are handled accurately, professionally, and within established service targets.
• Users receive responsive support and clear communication throughout the support process.
• Site technology remains reliable, secure, and properly supported.
• Asset, inventory, software, and account records remain accurate and current.
• Onboarding, transfers, offboarding, and local technology projects are completed in a timely and coordinated manner.
• Documentation, standardization, and continual improvement activities strengthen overall service delivery.
• Ensure accordance to company standards, industry standards, QHSSE policy and local regulations.

Job Requirements

• Legally authorized to work in Canada, without restrictions.
• A High School diploma is required.
• Possess a degree in Computer Science, Informatics, Computer Engineering, or a related field is highly preferred.
• Have 7 years or more of experience in IT service desk, desktop support, site support, or infrastructure support roles.
• Demonstrated experience serving as a primary onsite IT resource or independently supporting a small to medium-sized office.
• Strong working knowledge of Windows 10/11, Microsoft 365, Microsoft Teams, Active Directory or Microsoft Entra ID, desktop and laptop hardware, mobile devices, printers, and standard collaboration technology.
• Practical knowledge of networking concepts, including TCP/IP, wired and wireless connectivity, switches, and access points.
• Experience using an enterprise ticketing system and working within ITIL-aligned incident, request, change, and asset management processes.
• Experience supporting user onboarding, transfers, offboarding, access administration, software deployment, and IT asset lifecycle activities.
• Strong troubleshooting, organization, documentation, customer service, and communication skills.
• Ability to prioritize competing demands, work independently, coordinate vendors, and collaborate effectively with regional and global teams.
• ITIL Foundation, Microsoft, networking, or endpoint management certifications are considered an asset.
• Ability to provide occasional after-hours support and travel within Canada when business needs require it.

What’s in it for you?

At Fugro, our people are our number one priority and central to our purpose to create a safe and livable world. Our values set the foundation for our unique culture: we are determined to deliver, we prepare for tomorrow, we do what’s right, and we build trust. Our talent philosophy is seeded by our values and fueled by a passion for learning, developing leadership behaviors, transparency, and accountability.

Fugro offers opportunities to sharpen skills and provide career growth through on-the-job learning experiences, LinkedIn Learning access, business and technical training, and leadership development programs.

Disclaimer for recruitment agencies:

Fugro does not accept any unsolicited applications from recruitment agencies. Acquisition to Fugro Recruitment or any Fugro employee is not appreciated.