Support Engineer at Actalent — NeverHard

Job DescriptionJob Description 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 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 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 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. Actalent est un employeur souscrivant au principe de l’égalité des chances et accepte toutes les candidatures sans tenir compte de la race, du sexe, de l’âge, de la couleur, de la religion, des origines nationales, du statut d’ancien combattant, d’un handicap, de l’orientation sexuelle, de l’identité sexuelle, des renseignements génétiques ou de toute autre caractéristique protégée par la loi. Si vous souhaitez faire une demande d’accommodement raisonnable, tel que la modification ou l’ajustement du processus de demande d’emploi ou d’entrevue à cause d’un handicap, veuillez envoyer un courriel à actalentaccommodation@actalentservices.com pour connaître d’autres options d’accommodement. Ordonnance sur l’égalité des chances de San Francisco: Conformément à l’Ordonnance sur l’égalité des chances de San Francisco, pour tous les postes situés dans la ville et le comté de San Francisco, nous examinerons les candidatures des personnes qualifiées ayant un casier judiciaire ou des antécédents criminels. Utilisation de l’intelligence artificielle (IA): Nous pouvons utiliser l’intelligence artificielle (IA) pour soutenir certaines étapes de notre processus d’embauche, notamment la recherche, la présélection et l’évaluation des candidatures. L’IA aide à analyser les candidatures et les qualifications, mais les décisions finales sont prises par notre équipe de recrutement. En soumettant votre candidature, vous reconnaissez et acceptez que celle-ci puisse être examinée à l’aide d’outils d’IA. About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.