Title:IT support executiveLocation:Montreal, Quebec, Hybrid: 3 days in office RequiredDuration:6 MonthsPay range:C$60 INCJob DescriptionDesktop Operations & Escalations (DOE) – White Glove Support (VIP Support Lead / Executive Support Lead / EUC Escalation Lead / White Glove Desktop Lead)Job SummaryWe 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 robust 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 ResponsibilitiesWhite Glove / VIP & Executive SupportDeliver 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 acrossWindows 10/11, macOS (optional based on environment), MS Office/365 appsOutlook/Teams, audio/video conferencing, meeting room tech (where applicable)Active Directory / Azure AD (Entra ID), SSO/MFA, certificatesIntune/SCCM/MECM, patching, software deployment, device complianceBitLocker, endpoint encryption, DLP, EDR tools (Defender/CrowdStrike etc.)Printing, network access (VPN/Wi-Fi), remote access toolingTechnical SkillsTroubleshooting 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.#J-18808-Ljbffr

📌 It Support Executive - C$60 An Hour (Vaudreuil-Dorion)
🏢 Artech
📍 Vaudreuil-Dorion