Field Support Engineer II

Role overview

IT support and infrastructure responsibilities

• Provide onsite and remote end-user and site infrastructure support, helping maintain business-critical systems.
• Support desktops, laptops, peripherals, mobile devices, and local applications, including white-glove support for senior leaders.
• Manage meeting-room and collaboration technologies for onsite, remote, and hybrid meetings.
• Administer and troubleshoot local servers, backups, data restoration, and related site infrastructure.
• Execute Evergreen refresh activities for PCs, networks, and servers and maintain accurate asset records through HAM Pro.
• Keep infrastructure secure, reliable, operational, and aligned with global IT standards; escalate exceptions appropriately.
• Manage or coordinate physical security, endpoint security, IT procurement, and mobile-device administration.
• Perform software testing and deployments and share feedback with Global IT teams.

AI and service-delivery responsibilities

• Identify AI, data science, automation, and digital use cases that improve productivity and decision-making.
• Support responsible deployment and adoption of AI-enabled solutions through user enablement, training, and change communications.
• Act as a trusted connection between Digital Technology and local business, translating technical issues into clear stakeholder updates.
• Partner with internal teams, vendors, service providers, and technology partners to resolve issues and deliver consistent services.

Required qualifications

• Bachelor’s degree in Information Technology, Engineering, Data Science, Artificial Intelligence, Automation, or a related field.
• At least five years of relevant industry experience; white-glove senior-leadership support experience is preferred.
• Experience in global IT support and collaboration with geographically distributed teams.
• Hands-on experience with Windows desktop environments, Active Directory, Windows Server, and Microsoft 365.
• Experience designing, integrating, or operationalizing large and small language models using OpenAI, Anthropic Claude, or similar technologies.
• Understanding of AI model selection, prompt engineering, APIs, security, fine-tuning, and enterprise deployment within IT or data platforms.
• Demonstrated delivery of AI-enabled productivity, automation, or data-driven solutions with measurable outcomes.
• Working knowledge of endpoint security, malware prevention, cybersecurity practices, and PC security controls.
• Proficiency with incident, problem, and change management processes and ServiceNow.
• Understanding of physical security systems, IT asset management, Evergreen refresh programs, and tools such as HAM Pro.
• Networking knowledge including TCP/IP, DNS, DHCP, VPNs, and troubleshooting is an asset.
• Strong customer service, communication, stakeholder-management, problem-solving, prioritization, time-management, and change-leadership capabilities.

Workplace

• The role is primarily onsite at the Toronto head office; it also provides remote IT support.
• McCain describes most office-based roles as hybrid with up to two remote days weekly, while noting role and location exceptions.

Compensation

• Target compensation is CAD $58,800–$78,500 annually, plus bonus eligibility.

Benefits

• Benefits include medical, dental, vision, prescription coverage, retirement savings, leave support, vacation and holidays, volunteering time, and mental health resources; coverage varies by role and location.