Modern Workplace & Platform Services Analyst (Executive Support)
About the role
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.
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.
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. IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) preferred. Familiarity with ITIL practices and enterprise ITSM tools. Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
Key Competencies
Customer Focus: Delivers excellent service and anticipates executive needs. Analytical Thinking: Applies a logical approach to problem-solving. Interpersonal Effectiveness: Builds trust with leaders through empathy and professionalism. Adaptability: Adjusts readily to new priorities and pressures. Collaboration: Works smoothly with teams and vendors for optimal results. Communication Skills: Explains technical concepts clearly to all audiences. Problem-Solving Orientation: Stays proactive and solution oriented. Confidentiality & Integrity: Protects sensitive information with professionalism.
Conditions of Employment
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve. Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
Not the right fit? Search for Modern Workplace & Platform Services Analyst jobs in Dorval, Quebec, Canada
About Air Canada
Canada's largest airline, the country’s flag carrier and a founding member of Star Alliance, the world's most comprehensive air transportation network celebrating its 25thanniversary in 2022, Air Canada provides scheduled passenger service directly to 51 airports in Canada, 51 in the United States and 86 internationally. It is the only international network carrier in North America to receive a Four-Star ranking from Skytrax, which in 2021 gave Air Canada awards for the Best Airline Staff in North America, Best Airline Staff in Canada, Best Business Class Lounge in North America, and an excellence award for its management of the COVID-19 pandemic.
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Air Canada est la plus importante société aérienne du Canada, le transporteur national du pays et un membre cofondateur du réseau Star Alliance — le plus vaste regroupement mondial de sociétés aériennes, qui célèbre son 25e anniversaire en 2022. Les lignes passagers régulières d’Air Canada relient sans escale 51 aéroports au Canada, 51 aux États-Unis et 86 sur le reste du globe. En Amérique du Nord, Air Canada constitue le seul transporteur aérien d’envergure internationale offrant une gamme complète de services à détenir la cote quatre étoiles de Skytrax qui, en 2021, lui a décerné les prix Meilleur personnel au sol et à bord en Amérique du Nord, Meilleur personnel au sol et à bord au Canada, Meilleur salon de classe affaires en Amérique du Nord ainsi qu’un Prix d’excellence pour sa gestion de la pandémie de la COVID-19.
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Modern Workplace & Platform Services Analyst (Executive Support)
About the role
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.
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.
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. IT certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator) preferred. Familiarity with ITIL practices and enterprise ITSM tools. Demonstrate punctuality and dependability to support overall team success in a fast-paced environment.
Key Competencies
Customer Focus: Delivers excellent service and anticipates executive needs. Analytical Thinking: Applies a logical approach to problem-solving. Interpersonal Effectiveness: Builds trust with leaders through empathy and professionalism. Adaptability: Adjusts readily to new priorities and pressures. Collaboration: Works smoothly with teams and vendors for optimal results. Communication Skills: Explains technical concepts clearly to all audiences. Problem-Solving Orientation: Stays proactive and solution oriented. Confidentiality & Integrity: Protects sensitive information with professionalism.
Conditions of Employment
Candidates must be eligible to work in the country of interest at the time any offer of employment is made and are responsible for obtaining any required work permits, visas, or other authorizations necessary for employment. Prior to their start date, candidates will also need to provide proof of their eligibility to work in the country of interest.
Linguistic Requirements
Based on equal qualifications, preference will be given to bilingual candidates.
Diversity and Inclusion
Air Canada is strongly committed to Diversity and Inclusion and aims to create a healthy, accessible and rewarding work environment which highlights employees’ unique contributions to our company’s success. As an equal opportunity employer, we welcome applications from all to help us build a diverse workforce which reflects the diversity of our customers, and communities, in which we live and serve. Air Canada thanks all candidates for their interest; however only those selected to continue in the process will be contacted.
Not the right fit? Search for Modern Workplace & Platform Services Analyst jobs in Dorval, Quebec, Canada
About Air Canada
Canada's largest airline, the country’s flag carrier and a founding member of Star Alliance, the world's most comprehensive air transportation network celebrating its 25thanniversary in 2022, Air Canada provides scheduled passenger service directly to 51 airports in Canada, 51 in the United States and 86 internationally. It is the only international network carrier in North America to receive a Four-Star ranking from Skytrax, which in 2021 gave Air Canada awards for the Best Airline Staff in North America, Best Airline Staff in Canada, Best Business Class Lounge in North America, and an excellence award for its management of the COVID-19 pandemic.
**
Air Canada est la plus importante société aérienne du Canada, le transporteur national du pays et un membre cofondateur du réseau Star Alliance — le plus vaste regroupement mondial de sociétés aériennes, qui célèbre son 25e anniversaire en 2022. Les lignes passagers régulières d’Air Canada relient sans escale 51 aéroports au Canada, 51 aux États-Unis et 86 sur le reste du globe. En Amérique du Nord, Air Canada constitue le seul transporteur aérien d’envergure internationale offrant une gamme complète de services à détenir la cote quatre étoiles de Skytrax qui, en 2021, lui a décerné les prix Meilleur personnel au sol et à bord en Amérique du Nord, Meilleur personnel au sol et à bord au Canada, Meilleur salon de classe affaires en Amérique du Nord ainsi qu’un Prix d’excellence pour sa gestion de la pandémie de la COVID-19.