L2 Deskside Support - Contract

About Compugen Compugen is Canada's largest privately-owned Technology Ally. To innovate industries, transform businesses, connect communities, and drive meaningful change, we must think bigger, reach broader, and act bolder. Through knowledge, curiosity, and collaboration, Compugen helps organizations delivering experience by design. This is what it means to be human-centered and technology-enabled.

Dreaming, designing, and delivering isn't just a mantra for us — it's a way of life. We believe that technology is the conduit, but our people – they are the connection that truly makes the magic happen!

Our Culture We are a human-centered culture where we prioritize your well-being and are invested in helping you reach your fullest potential. We're not only focused on achieving our goals — we're dedicated to helping you achieve yours.

If you're relentlessly curious, driven to make a difference, and collaborative at the core, then you belong with us.

Position Overview: The L2 Deskside Support Technician provides advanced technical assistance and troubleshooting for end-users on-site and remotely. This role is responsible for resolving escalated incidents from Level 1 support, maintaining desktop and laptop systems, and ensuring minimal downtime for business operations. The L2 technician serves as a key point of contact for complex issues involving hardware, software, peripherals, and network connectivity. Key Responsibilities:

• Respond to and resolve escalated tickets from the Service Desk in a timely manner.
• Provide on-site and remote support for desktops, laptops, mobile devices, and peripherals.
• Troubleshoot and repair hardware, operating system, and application issues.
• Perform system upgrades, imaging, and software installations.
• Configure and maintain user accounts, permissions, and access in Active Directory and other enterprise systems.
• Support corporate productivity applications (Microsoft 365, Teams, SharePoint, etc.).
• Assist in network troubleshooting (LAN/WAN, VPN, Wi-Fi) in collaboration with network teams.
• Maintain and update technical documentation, procedures, and asset inventory.
• Coordinate with vendors for hardware replacements and warranty claims.
• Train and mentor Level 1 support staff as needed.
• Follow ITIL best practices for incident, problem, and change management.
  
  
  

Skills & Qualifications:

• College diploma or equivalent experience in Information Technology or related field.
• 3+ years in IT support, with at least 1–2 years in a deskside/L2 support role.
• IT certifications such as CompTIA A+, Network+, Microsoft Modern Desktop Administrator, or equivalent.
• Experience with ITSM ticketing systems (ServiceNow, Remedy, etc.).
• Knowledge of SCCM, Intune, or similar deployment/management tools.
• Proficiency in Windows OS, Microsoft 365 suite, and common enterprise applications.
• Strong knowledge of PC hardware components, imaging tools, and deployment processes.
• Experience with Active Directory, group policies, and basic network troubleshooting.
• Excellent communication, customer service, and problem-solving skills.
• Ability to work independently and manage multiple priorities.
  
  
  

Equity Statement At Compugen, we are committed to diversity, equity and inclusion. We actively recruit from all groups, including women, Indigenous people, persons with disabilities and members of visible minorities. We recognize the importance of removing barriers to participation and provide accommodation upon request to all applicants throughout the recruitment process. If you require an accommodation, our People & Culture representative will work with you to meet your needs in a confidential and respectful manner. We believe everyone deserves a seat at the table-and we are taking deliberate action to make this a reality.

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