Senior Desktop Engineer

GEI Consultants is a nationally recognised engineering and environmental consulting firm with offices across North America. We are seeking a highly skilled and experienced Senior Desktop Support Engineer to join our IT Support Team in Abbotsford, BC. This role will be part of a collaborative, cross‑regional team with colleagues in Sacramento, Green Bay, and Ontario, Canada, supporting over 1,700 employees in both office and remote environments.

The Senior Desktop Support Engineer will play a key role in providing Tier 2/3 technical support across GEI’s North American operations.

• End‑User Support:
  Provide advanced support for desktop/laptop hardware, Windows OS, Microsoft 365, networking, applications, VPN, security, mobile devices, printers, and peripherals—both in‑person and remotely.
• Ticket Management:
  Manage, prioritise, and resolve support requests through Jit Bit (or similar ITSM system), Microsoft Teams, and phone, ensuring SLA compliance.
• Device Lifecycle Management:
  Image, configure, deploy, and maintain end‑user devices using Windows Autopilot, Intune, and Endpoint Manager.
• Advanced Troubleshooting:
  Resolve complex hardware, software, and network issues escalated from junior technicians.
• System Administration:
  Manage accounts and groups in Azure and on‑premise Active Directory, Office 365 and other enterprise applications.
• Problem Management:
  Identify, analyse, and resolve recurring issues.
• Security:
  Support endpoint protection using Endpoint Protection, Bit Locker, and Crowd Strike.
• Networking:
  Support LAN/WAN network infrastructure including wireless and VPN.
• Software Deployment:
  Intune software deployment with PMPC (Patch
  
  MyPC); update and support engineering and productivity software (e.g., AutoCAD, Bentley Suite, Bluebeam, Adobe products).
• Documentation:
  Create and maintain technical documentation, knowledge‑base articles, and standard operating procedures; ensure compliance with safety, licensing, and regulatory standards.
• Collaboration:
  
  Work closely with cross‑functional teams including Procurement, Cybersecurity, and Infrastructure for escalated issues and projects.
• Project Participation:
  Participate in technology roll‑outs, system upgrades, and other project‑related initiatives.
• Travel & On‑Call:
  Willingness to travel occasionally within the U.S. and Canada and participate in an on‑call support rotation (including evenings/weekends as needed).

• Education:
  
  Bachelor’s degree in Information Technology, Computer Science, or a related field required; equivalent combination of experience accepted.
• Experience
  • 5–10 years of relevant IT support experience in a mid‑to‑large‑sized organisation with increasing levels of responsibility.
  • Proven experience supporting hybrid cloud environments (Microsoft 365, Azure AD, Intune).
• Technical proficiency
  • Windows 10/11 administration
  • Azure AD, Intune, Windows Autopilot
  • Microsoft 365 (Outlook, Word, Excel, PowerPoint, Teams, One Drive, SharePoint)
  • Power Shell
  • Familiar with Crowd Strike Endpoint Protection is a plus
  • Familiar with Airlock is a plus
  • Remote tools (e.g., Kaseya VSA, Team Viewer)
• Soft skills
  • Provides technical support to the Helpdesk team and staff
  • Excellent verbal and written communication skills
  • Strong organisational skills and attention to detail
  • Ability to work independently and collaboratively
  • Commitment to follow‑through and resolving issues to completion
  • Adaptability and calm under pressure

• CompTIA A+, Network+, or Security+
• Microsoft 365 Certified:
  Endpoint Administrator Associate
• ITIL Foundation

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