Executive Enhanced Support Analyst

Victoria, BC

Working in technology today takes skill, expertise, a strategic mind and creativity. At ISM, we believe in life-long learning and we are a dynamic business in a state of constant evolution: we embrace innovation, we are authentic, we create an excellent customer experience every time, we are accountable for all that we do, and we are ONE Team. Technology is changing the world...start your career with ISM and get a front row seat!


Enhanced Executive Support is a select team of highly experienced technicians who are on point for rapidly handling our clients senior executive’s technology needs. This is a critical role in ensuring our clients leadership is always kept connected and highly productive. In this role you will be the Senior Executives’ recognized customer service point of contact and support guru who wields the expertise and support of our entire technology team. You’ll quickly build personal relationships with our clients Senior Executives to understand their technology needs and engineer tailored user experiences to support their work routines. To do so, you’ll also develop close connections with support partners in products, technical engineering, and networks to ensure seamless support. The nature of the role requires highly responsive on-site and remote support and may include some local travel to ensure the executives always stay connected. If you’d like to join this elite team of technicians, then please apply and let’s get started.

Closing Date: May 31, 2022

Annual salary: $70,000 to $80,000

Bi-weekly work schedule: 75 hours

Location: Victoria BC

Job Type: Regular Full Time

Service Delivery Unit: Enhanced Executive Support

In Scope/Out of Scope: Out of Scope

What we offer:

·      Competitive wage and vacation

·      Alternative Work Arrangement options (which could include work from home, earned days off, temporarily or permanently reduced hours)

·      Ongoing training and professional development opportunities

·      Access to the tuition refund program

·      Comprehensive extended health and dental benefits for you and your family including Life and Accidental Death and Dismemberment insurance 

·      Sick leave (Paid sick time), short-term disability coverage and long term disability benefits

·      Defined benefit pension program (BC Public Service Pension Plan)

·      Health & wellness programs – lunchtime seminars, community activities and a comprehensive Employee & Family Assistance Program

·      Seasonal events and socials

·      Corporate discounts on flights, accommodation, car rentals and more

·      A robust awards/recognition program

·      A friendly work environment where your team is always willing to help

·      A leadership team that actually cares about you and wants you to love your job



·      Responsible for dedicated EES support for pre-approved EES Clients.

·      Directly responds to EES Client requests, determines action required, and provides resolution. Monitors assigned EES incidents and follows up until resolution is provided.

·      Provides enhanced handling, as required, for Service Requests by initiating or assisting with processes related to the Services

·      Resolves difficult and technically challenging problems, liaising with tier 3 staff as required.

·      Leads resolution of problems with significant impact working closely with staff in all service units. This position combines a broad understanding of all technical service areas and the client environment with accurate assessment of the problem scope and impact to minimize service impact to the client.

·      Provides support for enhanced workplace technology provided by the Client (e.g. mobile devices, teleconference, video conference or other collaboration technology)

·      Customizes laptop and desktop computers to accommodate new technological and user needs.

·      Maintains multi-platform software, standard and custom applications for clients.

·      Monitors Supported Desktop patch currency

·      Completes standard service and statistical reports, and alerts Manager to current or potential problems with systems, applications, or customer service requirements.

·      Liaises or represents Enhanced Executive Support Services in meetings with other groups, including customers, internal ISM groups, and service delivery partners.

·      Provides enhanced customer care which may expose the Analyst to highly sensitive or confidential information.

·      Logs EES Calls, Incidents, and other Service Requests in accordance with the applicable Baseline.

·      Accepts calls from EES assistants, or other individuals on their behalf, and works through the requestor to resolve the Incident or to schedule a time to resolve the Incident.

·      Provides orientation and instruction to high profile customers in systems, applications and protocols.

·      Provides direct and flexible EES contact options to satisfy EES preferences.

·      Provides remote support to travelling EESs.

·      Upon request, performs scheduled EES Support at a business event within British Columbia, and provides remote business event support outside British Columbia, to ensure proper initial setup and operation of workplace technologies.

·      Must regularly lift machinery, tools, supplies and equipment weighing up to 20 kg.

·      Will be called upon to work non-core hours in support of the EES service commitment.

·      May be called upon to provide EES “Home Support” in support of the EES service commitment

·      Provides assistive support for EES’s personally owned assets used for accessing Client systems and services

·      No Financial Responsibility

·      No direct supervision.

·      Provides content for technical documentation to be posted to the knowledge base.

Position Requirements:

Related certificate or an equivalent combination of relevant experience, education and/or training.

Experience in the following:

·      Troubleshooting and resolving PC hardware and software issues.

·      Troubleshooting and resolving Windows and Mac O/S issues

·      Troubleshooting network connectivity to printers and computers.

·      Troubleshooting and resolving mobile devices including Android, iPad and iPhone, Intune issues

·      Providing second level customer facing phone, email and onsite support.


Preference will be given to candidates with experience providing support to executive level client


Knowledge, Skills and Abilities:

·      Extensive knowledge of PC Hardware, mobile devices, Microsoft Windows Operating Systems, Microsoft Server Operating Systems and networking

·      An excellent communicator who can communicate effectively, both orally and in writing, at a level consistent with the need to provide outstanding technical assistance to executive level customers; comfortable with obtaining and providing information of a complex and technical nature, in a timely manner and at an appropriate level and format.

·      An individual who can coordinate and organize effectively, efficiently and independently, one's own fluctuating workload in a variety of team settings; achieve results within acceptable time frames while sharing significant issues with colleagues while taking into consideration changing priorities, deadlines, volume, available resources and reporting relationships.

·      A demonstrated ability to assess problems and situations, refer to applicable policies and guidelines, identify practical and creative options and develop and/or recommend appropriate courses of action.

·      A strong knowledge of Information systems/ business technology with the ability to Operate and troubleshoot a variety of computers, printers and mobile devices and a willingness to learn to support new technologies as they become part of the regular support model.

·      An individual who can provide superior technical support and personalized attention to VIP clients taking pride in providing optimal solutions that over-achieve our customers' technical needs.


Additional Requirements:

·      In addition to regularly scheduled hours and responsibilities, the EES Analyst must be available to provide after-hours “On Call” support on a rotational basis.

·      Enhanced Executive Support Analysts are periodically required to assist on special projects and emergencies, some of which may occur after core hours. These additional responsibilities are an essential function of the job and are required to ensure continuous operations and minimize disruption to clients.

·      Enhanced Executive Support Analysts will be required to travel to and from customer work sites.

Additional information for applicants:  

In order to be considered for this position, please visit https://www.ismcanada.com/careers to complete a mandatory pre-screening questionnaire. Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications. 

Your application must clearly demonstrate how you meet the education and experience as outlined in the Position Requirements section above. 

An eligibility list might be created.  

Applications will be reviewed and considered upon receipt prior to the closing date.



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