Company Description RSG Global is a leading technology provider serving innovative consumer brands and retailers worldwide for over 30 years. The company delivers advanced solutions in in-store digital transformation, global service desk support, break-fix services, network operations, and security operations, all designed to enhance efficiency and reduce downtime. RSG Global partners with well-known brands providing technologies that streamline processes and drive sustainable growth. With a team of highly skilled professionals across 50+ countries, RSG Global offers 24/7 global support and expert advisory services to help clients navigate digital transformation and evolving market trends.
Role Description This full-time Helpdesk Level 2 role is an on-site position based in Toronto ON. The role is responsible for providing advanced technical and help desk support to end users, including diagnosing and resolving hardware, software, and network issues, particularly related to desktop computers and retail technology environments. Day-to-day tasks include handling escalated tickets from Level 1 support, performing in-depth troubleshooting, documenting solutions, and following established incident and request management processes. The Helpdesk Level 2 team member will interact regularly with internal stakeholders and client staff, deliver high-quality customer support, and collaborate with other technical teams to ensure stable and reliable IT operations.
Qualifications
- Strong technical support and help desk support skills, with experience handling escalated issues and complex service requests.
- Proficiency in troubleshooting, including diagnosing and resolving hardware, software, and basic network problems.
- Hands-on experience with desktop computers, operating systems (e.g., Windows), peripherals, and common office and retail applications.
- Customer support skills with a focus on clear communication, empathy, and timely resolution of user issues.
- Experience with ticketing systems and IT service management (ITSM) tools.
- Knowledge of basic networking concepts (TCP/IP, DNS, DHCP, VPN) is preferred.
- Ability to work on-site, manage priorities, and handle multiple incidents in a fast-paced environment.
- Relevant certifications (e.g., CompTIA A+, Network+, ITIL Foundation) or equivalent experience are beneficial.
- Previous experience in a retail or multi-site support environment is an asset.
- High school diploma required; associate’s degree or higher in IT or related field is an advantage.
