Software engineer • mirabel qc
Title: IT support executive.Location: Montreal, Quebec , Hybrid: 3 days in office Required.Desktop Operations & Escalations (DOE) – White Glove Support.VIP Support Lead / Executive S...Show more
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Title : IT support executive
Location : Montreal, Quebec , Hybrid : 3 days in office Required
Duration : 6 Months
Pay range : C$60 INC
Job Description :
Desktop Operations & Escalations (DOE) – White Glove Support
VIP Support Lead / Executive Support Lead / EUC Escalation Lead / White Glove Desktop Lead)
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 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.
