Sr. Technician IT Support

Gildan Activewear

5d•Hybrid

About The Position

The Senior Technician role provides high-level, white-glove technical support to executive leadership as VPs and upper executive positions. The position is responsible for leading and overseeing the global video conferencing environment, including architecture design, standardization, and operational excellence. This role serves as the primary technical owner for major board meetings, earnings calls, town halls, any large important meeting including executives or board members, requiring sensitive setup and ensuring flawless execution. Supporting the executive team and as a trusted technical advisor and delivering advanced technical support for complex issues requiring strong understanding of IT processes. The Senior technical Support will drive the implementation of best practices and technologies to enhance support services and align with GILDAN's business objectives providing onsite support and is the Technical leader to advise and train the rest of the on-Site support team. The role Provide premium, personalized technical support to executive leadership, including VPs, SVPs, and their assistants. This includes proactive device readiness, rapid response to critical issues, and hands-on support for laptops and mobile devices. Ensure confidentiality, discretion, and minimal disruption to executive workflows. Act as the primary technical owner for coordinating the IT portion of board meetings, Global Town Halls, executive stakeholder sessions, board member meetings, strategic meetings, and public earnings calls. Plan and execute end-to-end technical readiness, including pre-meeting testing, redundancy planning, live support, and post-event review. Drive standardization across regions to ensure consistency, reliability, and scalability. Troubleshoot and resolve problems requiring advanced expertise across endpoints, collaboration tools, networking, identity, and security. Serve as the highest escalation point for complex, high-impact technical issues. Guide Implementation of projects. Oversee lifecycle management, upgrades, and performance monitoring. Own the global video conferencing ecosystem, including architecture design, platform selection, standards, and deployment supervision. Function as a trusted technical advisor to executives. Provide assistance with IT processes required for executive needs, including technology recommendations, enforcement of IT Cyber Security guidelines, risk minimization, and ongoing support.

Requirements

Minimum of 7 years of experience in IT support, including senior-level technical support and escalation handling.
College diploma in Information Technology, Computer Science, or a related field required; university degree considered an asset.
Proven experience providing high-level, white-glove technical to executives and leadership, including VPs, SVPs, and senior stakeholders.
Strong technical expertise in video conferencing platforms, including Microsoft Teams, Notify, or similar collaboration tools, with hands-on experience supporting conference room technologies and video conferencing hardware such as cameras, microphones, speakers, and audio amplifiers.
Experience owning or supporting global video conferencing environments, including standardization, operational excellence, and end-to-end support for high-visibility meetings.
Strong coordination skills with local IT staff, cross-functional teams, infrastructure, security, AV vendors, and regional teams across different locations and time zones.
Sound judgment in handling executive incidents, including knowing when to intervene, escalate, or remediate issues that may impact business continuity, reputation, and operational effectiveness.
Excellent written and oral communication skills in both English and French.
Proficiency in a language other than French is required to support customers, employees or markets located outside the province of Quebec or requiring services in a language other than French – mainly English.

Nice To Haves

University degree considered an asset.
Spanish is an asset.

Responsibilities

Provide premium, personalized technical support to executive leadership, including VPs, SVPs, and their assistants.
Ensure proactive device readiness, rapid response to critical issues, and hands-on support for laptops and mobile devices.
Ensure confidentiality, discretion, and minimal disruption to executive workflows.
Act as the primary technical owner for coordinating the IT portion of board meetings, Global Town Halls, executive stakeholder sessions, board member meetings, strategic meetings, and public earnings calls.
Plan and execute end-to-end technical readiness, including pre-meeting testing, redundancy planning, live support, and post-event review.
Drive standardization across regions to ensure consistency, reliability, and scalability.
Troubleshoot and resolve problems requiring advanced expertise across endpoints, collaboration tools, networking, identity, and security.
Serve as the highest escalation point for complex, high-impact technical issues.
Guide implementation of projects.
Oversee lifecycle management, upgrades, and performance monitoring.
Own the global video conferencing ecosystem, including architecture design, platform selection, standards, and deployment supervision.
Function as a trusted technical advisor to executives.
Provide assistance with IT processes required for executive needs, including technology recommendations, enforcement of IT Cyber Security guidelines, risk minimization, and ongoing support.