Senior Desktop Support Engineer - VIP support, Escalations

Astra North Infoteck Inc.

  • Montreal, QC
  • Permanent
  • Full-time
  • 6 days ago
Job Description:
Desktop Operations & Escalations (DOE) – White Glove Support
(VIP Support Lead / Executive Support Lead / EUC Escalation Lead / White Glove Desktop Lead)
Location: MontrealHybrid: 3 days in office RequiredJob 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 incidents—ensure 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.

Astra North Infoteck Inc.