Grade: P7

Referral Level: Level 1

Division: IGM Technology

IGM Financial Inc. is one of Canada's leading diversified wealth and asset management companies with approximately $271 billion in total assets under management. The company provides a broad range of financial planning and investment management services to help more than two million Canadians meet their financial goals. Its activities are carried out principally through IG Wealth Management and Mackenzie Investments.

Under IGM Financial’s unique business model based on leading brands and multi-channel distribution strategy is Mackenzie Investments, founded in 1967.  Mackenzie Investments is a holistic asset-management partner for thousands of Canadian financial advisors and the investors they support. 

At Mackenzie Investments You Can Build Your Career with Confidence.

We have a vision and a strategy that will challenge the way business in this industry is done and help Canadians be successful in the ways that mean the most to them. As part of our team, you will do some of your best work, develop some of your most valuable skills and give back in ways that make a difference in the lives of Canadians.  We are proud to be recognized as one of Canada’s Top Employers by Mediacorp Canada Inc. for empowering our employees with the tools to thrive while working remotely, while also providing resources to ensure physical and mental wellness were put front and centre.

Join an unstoppable team that is embedded in continuous learning, understanding, and knowledge sharing. You will thrive in our supportive environment where you can indulge your curiosity to learn, while receiving the feedback you need to refine your skills and abilities. We are dedicated to offering a hybrid work environment when applicable.

Mackenzie Investments is a diverse workplace committed to doing business inclusively - this starts with having a representative workforce! We encourage applications from all qualified candidates that represent the diversity present across Canada – including racialized persons, women, Indigenous persons, persons with disabilities, 2SLGBTQIA+ community, gender diverse and neurodiverse individuals, as well as all who may contribute to the further diversification of ideas.

About the Role:

As a Senior VIP Technician, you will play a pivotal role in providing advanced onsite and remote technical support to a select group of senior executive and VIP users who possess unique IT support requirements. Your role will ensure that their technology needs are met with the highest level of service and professionalism. The ability to build and maintain strong relationships is essential to success in this role.

Key Responsibilities:

• Provide Dedicated Support: Offer personalized onsite IT support to Executive and VIP users, addressing their technical issues promptly and efficiently.
• Technical Troubleshooting: Diagnose and resolve hardware, software, and network issues for VIP clients, ensuring minimal disruption to their workflow.
• System Maintenance: Perform regular maintenance and updates on VIP clients’ devices, including laptops, desktops, mobile devices, and other peripherals.
• Incident Management: Track and manage incidents using a ticketing system, ensuring all issues are documented and resolved in a timely manner.
• Ownership: responsible for engagement, interpreting client needs, offering optimal solutions, and taking ownership of resolution or assuring resolution via line of business partners.
• Collaboration: Work closely with other IT teams to escalate and resolve complex issues, ensuring seamless support for VIP clients.
• Training and Support: Provide training and guidance to VIP clients on the use of new technologies and software applications.
• Confidentiality: Maintain the highest level of confidentiality and discretion when handling sensitive information and interactions with VIP clients.
• Proactive: Alerts Manager to current or potential problems with systems, applications, or customer service requirements.

Qualifications:

• Education:  Degree/Diploma in Information Technology, Computer Science, or a related field.
• Experience: Minimum of 3-5 years of experience in IT support, with a focus on VIP or executive support.
• Technical Skills: Proficiency in Windows operating systems, hardware, mobile device management, and common enterprise software applications, including ticketing systems (such as ServiceNow).
• Soft Skills: Excellent verbal/written communication and interpersonal skills, with the ability to interact effectively with high-level executives, and other IT teams.
• Problem-Solving: Strong analytical and problem-solving abilities, with a active approach to identifying and resolving issues.
• Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or Cloud Technologies are a plus.

Working Conditions:

• Physical Requirements: Must regularly lift objects, supplies and equipment weighing up to 20 kg.
• On-Call: Requires On-Call 7 days per week (evenings/weekends).
• Attendance: Expectation to provide support in the office and remote, as required.

Please visit our career page by clicking on the following link: https://www.mackenzieinvestments.com/en/careers

We thank all applicants for their interest in Mackenzie Investments; however, only those candidates selected for an interview will be contacted.

Mackenzie Investments is an accessible employer committed to providing a barrier free recruitment experience. If you require an accommodation or this information in an alternate format at any stage of the recruitment process, please reach out to the Talent Acquisition team who will work with you to meet your needs.

Please apply by December 5, 2024.

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