Service Desk Engineer

Role Description

Service Desk Engineer – Mississauga, ON (Hybrid)

Responsibilities

• ServiceNow Operations
• Monitor the ServiceNow queue for Blu‑related tickets
• Categorize, prioritize, and assign ticket types (login issues, product questions, bug reports)
• Maintain SLA compliance and escalate where needed

Blu Login Support

• Diagnose and resolve user login failures or errors (SSO issues, expired sessions, MFA problems)
• Perform entitlement checks and liaise with IT support if system‑level access updates are required

Escalation Management

• Route verified bug reports with reproduction steps to Product Marketing and Engineering teams
• Use Akkios designated intake process for submitting and tracking feature requests
• Track escalations and follow up on resolution statuses

Customer Communication

• Communicate resolution steps to users
• Provide updates during triage or escalated issue resolution
• Ensure professionalism and consistency in tone and content

Documentation & Feedback

• Update ServiceNow knowledge‑base articles based on recurring issues
• Document known errors and temporary workarounds
• Participate in retrospectives with Product Marketing for continuous improvement

Benefits & Perks

• Comprehensive Medical Plan covering Medical, Dental, Vision
• Health Care Spending Account
• Short‑Term and Long‑Term Disability Coverage
• Life Insurance
• Annual vacation and other paid leaves
• Maternity Leave Top‑Up Pay

Compensation ranges reflect total compensation across all Canada locations; individual pay is determined by location, job level, skills, experience, and education.