Job Title: Technical Support Engineer
Contract Length: Permanent
Location: Hybrid in Mississauga, ON
Federal Government Clearance Level Required: None
Vacancy Type:
☐ Replacement Position 
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About Us:
Maplesoft Group is currently seeking a Hybrid Technical Support Engineer for our client in Mississauga, ON.
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Position Summary:
The Technical Support Engineer is an integral role within our Service Delivery team supporting and engaging customers on support engagements. 
The Technical Support Engineer provides front-line and escalated technical support to internal users and, where applicable, external clients. 
This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, network, and access-related issues while ensuring a high-quality end-user experience. 
The Technical Support Engineer operates within an ITIL-aligned Service Desk environment, adhering to defined Service Level Agreements (SLAs), security controls, and operational procedures
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Key Responsibilities:
End-User & Service Desk Support
• Act as a primary point of contact for technical issues via phone, email, and the ITSM portal.
• Log, categorize, prioritize, and resolve incidents and service requests in the ticketing system.
• Troubleshoot end-user issues related to desktops, laptops, peripherals, printers, and mobile devices.
• Provide clear, professional communication to users throughout the incident lifecycle.

Technical Troubleshooting
• Diagnose and resolve issues related to:
• Windows operating systems (10 and 11) and common applications
• Email, VPN, internet connectivity, and network access
• User accounts, access permissions, and authentication
• Perform remote troubleshooting using approved tools and diagnostic techniques.
• Escalate complex issues to Infrastructure or Security teams following defined procedures.

ITSM, SLAs & Documentation
• Ensure incidents and requests are resolved within approved SLAs.
• Maintain accurate ticket updates, resolution notes, and technical documentation.
• Contribute to and maintain knowledge base articles to improve first-contact resolution.
• Participate in continuous service improvement initiatives.

Asset, Access & Compliance Support
• Conduct workstation setup, deployment, and decommissioning.
• Support IT asset tracking, inventory management, and equipment lifecycle processes.
• Ensure endpoint compliance with security requirements (patching, antivirus, configuration).
• Follow established policies for access management and data protection.

Collaboration & On-Call Support
• Work closely with Infrastructure, Security, and Compliance teams.
• Participate in on-call or after-hours support rotations as required.
• Support audits and reviews by providing technical evidence and documentation when requested.
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Required Qualifications
• Diploma or degree in Information Technology or a related field (or equivalent experience).
• 3-5 years of hands-on IT support experience
• Strong working knowledge of:
• Windows desktop operating systems
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Basic networking concepts (DNS, DHCP, IP addressing)
• Experience working in an ITIL-aligned Service Desk environment.
• Strong customer service, troubleshooting, and communication skills
• Detail-oriented individual who strives for accuracy in their work
• Highly motivated team player with excellent communication skills, including ability to clearly articulate technical issues and activities to technical and non-technical staff
• Exceptional writing skills, including documenting configuration and support information
• Strong analytical, research and organizational skills, issue identification/prioritization/resolution
• Proficient in English verbal and written language
• Proficient in French verbal and written language nice to have
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Compensation 
Salary Range: $50,000 – $70,000 per year
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Our recruitment process is led by human recruiters who review all applications and make the final hiring decisions. We use AI-assisted tools to help screen and organize applications. These tools do not replace human judgment, and all hiring decisions are made by people.
Please note that data collected by the Company may be stored or processed on servers located outside of Canada.
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Application Submission Details
Submission Deadline:
Monday, April 27, 2026

How to Apply:
Submit your resume (and cover letter) to:
• info@maplesoftgroup.com
Or
• https://www.maplesoftgroup.com/Careers/Career-Opportunities
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Maplesoft is an equal opportunity employer and welcomes applications from all qualified candidates. Accommodations are available upon request throughout the recruitment process.