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MDA Systems Ltd.
MDA Systems Ltd. Logo

Executive Support Specialist

Reference ID: SNI00000032-English

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Job Location icon
Brampton, ON
Job Type icon
Full Time
Job Category icon
Information Technology



Job Description

Role Descriptions



Executive Support



The Executive Support team&rsquo s mission is to enhance executive and executive admin effectiveness by providing personalized customer service.

We achieve this through:
  • Having a strong relationship with our customers
  • Having a deep understanding of how our customers work and their business needs
  • Listening to our customers and taking action
  • Prioritizing the customer experience
  • Anticipating customer needs
  • Being the single point of contact for all IT related issues, questions or requests
  • Empowering our customers



The Executive Support Specialist position will be responsible for providing personalized customer service for our local, remote executives and executive admins.

Key Responsibilities:
  • A deep understanding of our customers&rsquo needs and the IT services available to them to ensure the services work for their needs
  • Be aware and take action on all IT initiatives that might impact our customers
  • Provide IT solutions for their needs
  • Work closely with support teams within the organization to own, coordinate, and drive escalations to closure
  • Establish trust and maintain confidentiality in all executive support activities
  • Provide expert IT guidance and training as needed
  • On-call support
  • After hours availability
  • Support for special events
  • Travel required





Deskside Support

Deskside support service will be used to provide assistance for requests that require second level support from the Service Desk.

Key Responsibilities:
  • Provide remote and/or field support to company employees and customers.
  • Troubleshoot multiple computer and mobile platforms: Macintosh, Windows, Linux, Android and iOS.
  • Troubleshoot VPN issues.
  • Provide advanced support for multiple enterprise applications including: e-mail, calendar scheduling, word processing, spreadsheets, presentations, Internet browsers, as well as specialized department-specific applications.
  • Provision and manage equipment (mobile phone, desktop peripherals, laptops and desktops).
  • Troubleshoot and support video conference equipment, including events held onsite.
  • Remotely troubleshoot local and networked printers, including multi-functional copiers.
  • Open, track and close all service requests, as well as manage the classification, assignment, tracking, and completion of requests.
  • Identify and implement innovative solutions to resolve customer issues.
  • Ensure resolutions are consistent with company standards and policies.
  • Provides after hours and on-call support as needed.
  • Contribute to various IT related initiatives as needed.
  • Ability to work in a fast paced dynamic team environment.



Required Experience:
  • 2-5 years of hands-on Executive Level Support
  • 4+ years of on-site desktop support and customer service support experience
  • Must have strong hands-on experience with Windows 7/10 and Mac OS, especially in an enterprise environment
  • Experience with Virtual Desktop Infrastructure support
  • Experience with supporting mobile devices (iPhones, Android Smartphones and tablets) under MDM solutions
  • Experience supporting cloud-based IT environment (Office 365, SharePoint, OneDrive, Okta&hellip etc.)
  • Experience supporting/troubleshooting Outlook client related incidents/request
  • Strong understanding of Active Directory user and Exchange mailbox administration
  • Hardware troubleshooting experience with Laptops, Desktops, and Network Printers
  • Must be professional, motivated, energetic with a strong work ethic and positive attitude
  • Strong organizational skills and time management
  • Excellent written and verbal communications skills, as well as being able to explain technical concepts in non-technical terms when necessary



Qualifications:

Bachelor&rsquo s degree or equivalent experience in information systems management, computer science, or business management

A+, Network+, MCP, MCDST, MCSA, Apple and ITIL certifications a plus

Primary Activities

Candidate Profile

Posted: August 18, 2018
Closes: October 2, 2018
Email Address:
Company Info
Size:
1001-5000 employees
Industry:
Technology

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About MDA Systems Ltd.

MDA is a global communications and information company providing operational solutions to commercial and government organizations worldwide. MDA's business is focused on markets and customers...