Senior Desktop Support Engineer — Enterprise IT & VIP Support

TEEMA

Vancouver

On-site

CAD 52,000 - 78,000

Full time

14 days+

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Job summary

TEEMA in Vancouver, BC is seeking a Desktop Support Technician to provide advanced technical support for computers, mobile devices, and software in a corporate environment. You will collaborate with multiple IT teams to resolve issues and maintain service levels across Windows, Mac, and cloud platforms.

The role requires strong communication, problem-solving skills, and experience with Exchange Online, Intune, JAMF, and ServiceNow.

Qualifications

5+ years of Tier 2 support in a corporate office environment.
Strong customer service orientation focused on quality and results.
Excellent verbal, written, and presentation skills.
Experience supporting Mac OS and Apple products in an enterprise environment including iOS-based devices.
Familiarity with JAMF, NoMAD, Apple Enterprise Connector, and Intune on Mac.
Strong knowledge of Windows, Office, and Microsoft 365 suite.
Experience supporting Exchange Online.
Outstanding troubleshooting and problem-solving skills.
Proficiency with incident management and ticketing systems (ServiceNow preferred).
Good understanding of computer hardware, software, networking, and remote support tools.
Solid understanding of client-server networking systems.
VIP/executive-level support experience is a plus.
Experience with Xerox AltaLink printers.
Familiarity with Azure Active Directory, SCCM, Active Directory, and Desktop Authority is an asset.
Experience with Microsoft Intune is a plus.
Background in customer service or hospitality is helpful.

Responsibilities

Provide technical support for the installation, configuration, and maintenance of computers, mobile devices, peripherals, and software within defined standards.
Collaborate with vendor support teams to troubleshoot and resolve technical issues.
Work multi-functionally with Tier 1, Tier 3 (Network & Server Ops), and Tier 3 (Client Technology) teams to resolve client-reported problems.
Support multi-platform environments, including file servers, email servers, collaboration tools, and enterprise applications.
Conduct user training on hardware and software standard processes.
Recommend and implement system upgrades to maintain performance and longevity.
Coordinate hardware and software procurement with internal procurement teams.
Respond to support requests via ticketing system, phone, email, and chat, ensuring timely updates and resolutions.
Document incident and request history in the ticketing system.
Maintain IT security policies and standard processes within the local network.
Develop and update Knowledge Base articles to support internal documentation.
Participate in IT service management improvements, including Service Desk operations, service requests, and problem management.
Advance complex issues to appropriate IT teams while ensuring resolution.
Coordinate third-party technical support when necessary and follow up on outstanding issues.
Collaborate with business partners to understand and address IT support needs.