Modern Workplace & Platform Services Analyst (Executive Support)

Air Canada•Dorval, QC

2d•Onsite

About The Position

Being part of Air Canada is to become part of an iconic Canadian symbol, recently ranked the best Airline in North America. Let your career take flight by joining our diverse and vibrant team at the leading edge of passenger aviation. The Modern Workplace & Platform Services Analyst – Executive Support delivers high-touch, personalized IT support to Air Canada senior executives and VIP users. This role ensures a seamless technology experience through proactive, discreet, and efficient assistance across devices, applications, and collaboration tools. Acting as a trusted technology advisor, the analyst upholds the highest standards of professionalism and confidentiality.

Requirements

University degree or technical certification in IT, or equivalent experience.
3-5 years of experience providing IT support to senior executives or VIP users in a large corporate environment; airline or travel industry experience is an asset.
Strong technical expertise in Windows, macOS, iOS, and Android platforms.
Proficiency with Microsoft 365 suite, collaboration tools, and enterprise applications.
Excellent troubleshooting and problem-solving skills with a customer-first mindset.
Knowledge of network connectivity, AV systems, and mobile device management (MDM).
Exceptional communication and interpersonal skills for high-touch interactions.
Ability to remain composed and professional under pressure, including during executive events.
Strong written and oral communication skills with confidence in engaging senior leadership.
Flexibility to work extended hours and travel as required.
Positive, proactive attitude with a strong problem-solving mindset.
Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.

Nice To Haves

IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) preferred.
Familiarity with ITIL practices and enterprise ITSM tools.

Responsibilities

Serve as first point of contact into IDD organization for Air Canada executive support.
Provide white-glove technical assistance for executives, including troubleshooting hardware, software, and connectivity issues across laptops, mobile devices, and peripherals.
Responsible for the day-to-day requests and escalations from executives, ensuring timely resolution and exceptional service.
Maintain accountability for the delivery of IT services to VIP executives by providing continuous status updates and ensuring their needs are met to the highest level of satisfaction.
Provide on-site and remote support for meetings, presentations, and video conferencing (e.g., Microsoft Teams), including coordination with AV vendors for live events.
Ensure proactive maintenance of executive devices, including updates, security compliance, and performance optimization.
Act as liaison with internal IT teams and vendor partners to resolve complex issues, maintaining ownership and clear communication throughout.
Ensure VIP travel readiness by validating device functionality and connectivity for seamless travel experiences.
Maintain strict confidentiality and discretion when handling sensitive information.
Provide personalized training and guidance on new tools and features to enhance productivity.
Document incidents and resolutions in Air Canada’s ITSM platform, ensuring accurate reporting and trend analysis.
Collaborate with Modern Workplace Services team to align with enterprise standards and drive continuous improvement.
Contribute to knowledge base articles for executive support scenarios to promote consistency and service excellence.
Maintain an accurate and up-to-date inventory of all executive/VIP assets (devices, peripherals, and related equipment), ensuring proper tracking, lifecycle management, and timely refresh or replacement as needed.
Provide remote support for VIP users working from home, including troubleshooting home systems, personal devices, and network equipment.
Demonstrate professionalism and a solutions-oriented approach during executive events and high-pressure situations.
Embrace flexibility and adaptability in adopting new processes and technologies.
Support the broader Modern Workplace Services Global Support Team during periods without executive-specific issues.