Senior Desktop Support Engineer VIP support, Escalations

Astra North Infoteck Inc.

Job Location:

Montreal - Canada

Monthly Salary: K 10 - 10

Experience Required: 5years

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description:

Desktop Operations & Escalations (DOE) White Glove Support

(VIP Support Lead / Executive Support Lead / EUC Escalation Lead / White Glove Desktop Lead)

Location: Montreal

Hybrid: 3 days in office Required

Job Summary:

We are seeking a highly experienced White Glove Support professional with 12 years in Desktop Operations / EUC to provide premium high-touch executive/VIP support and lead L3 escalations across enterprise end-user computing services. This role requires strong technical depth excellent stakeholder management and the ability to drive operational excellence through incident/problem management major incident handling service improvement and standardization.

The ideal candidate has proven experience supporting CXO/VIP users managing escalations end-to-end improving SLA adherence and collaborating across infrastructure network security identity collaboration and application teams.

Key Responsibilities:

White Glove / VIP & Executive Support:
Deliver high-touch proactive support to CXO/VIP users (onsite/remote/hybrid).
Own end-to-end resolution for executive incidentsensure minimal downtime and high satisfaction.
Manage confidential/high-visibility issues with discretion and professionalism.

Desktop Operations & Escalation Management (L3):

Act as an escalation point for complex EUC issues: OS endpoint security collaboration tools identity access and device management.
Drive technical triage root-cause isolation and resolution across cross-functional teams.
Handle recurring incidents through problem management and permanent fix implementation.
Build/maintain knowledge articles runbooks and escalation playbooks.
Ensure timely communications to stakeholders and leadership during outages.
Perform RCA with corrective/preventive actions and track closure.
Experience in Desktop Operations / EUC / End User Services with strong escalation ownership.
Demonstrated experience in VIP/Executive White Glove support in large enterprise environments.
Strong exposure to ITIL processes (Incident Problem Change) and service management tools

Support and troubleshoot across:

Windows 10/11 macOS (optional based on environment) MS Office/365 apps
Outlook/Teams audio/video conferencing meeting room tech (where applicable)
Active Directory / Azure AD (Entra ID) SSO/MFA certificates
Intune/SCCM/MECM patching software deployment device compliance
BitLocker endpoint encryption DLP EDR tools (Defender/CrowdStrike etc.)
Printing network access (VPN/Wi-Fi) remote access tooling

Technical Skills

Troubleshooting in Windows OS Office/M365 Teams/Outlook drivers patching performance.
knowledge of AD/Azure AD (Entra ID) MFA SSO conditional access (as applicable).
Expertise with endpoint management (Intune and/or SCCM/MECM) packaging deployments.
Understanding of endpoint security controls: encryption EDR VPN certificates device compliance.
Strong fundamentals in networking (DNS DHCP proxy Wi-Fi VPN) for endpoint diagnostics.

Required Skills:

Experience (Years): 8-10

Job Description: Desktop Operations & Escalations (DOE) White Glove Support (VIP Support Lead / Executive Support Lead / EUC Escalation Lead / White Glove Desktop Lead) Location: Montreal Hybrid: 3 days in office Required Job Summary: We are seeking a highly experienced White Glove Support profes...