IT Field Service Technician

WestJet Group•Calgary, AB

21h•Onsite

About The Position

The IT Field Service Technician / Intermediate Analyst teams. The role has a strong focus on project delivery and the implementation of technology changes across remote sites. This includes planning and executing infrastructure deployments, implementing approved changes, troubleshooting complex technical issues, performing maintenance and lifecycle activities, and supporting projects that introduce or enhance technology across the site environment. The role works across a diverse range of site-based technologies, with an emphasis on ensuring solutions are effectively implemented and transitioned into reliable day-to-day operations. The Intermediate Analyst works closely with infrastructure, application, cybersecurity, project, and other IT teams, as well as airport and business stakeholders, to coordinate technical activities and ensure technology initiatives align with operational requirements. Travel to WestJet locations is an integral part of the role, providing hands-on technical expertise for deployments, infrastructure changes, troubleshooting, maintenance, and project activities. Through strong technical expertise, operational awareness, and effective collaboration, the Intermediate Analyst helps deliver and maintain the technology foundation required for WestJet’s airports, hangars, offices, and other remote locations to operate safely, reliably, and efficiently.

Requirements

College diploma or bachelor’s degree in information technology, Computer Science, or a related field
Minimum of 3+ years of experience supporting, implementing, and maintaining IT infrastructure and technology in an operational environment
Experience troubleshooting and resolving technical issues across a diverse range of infrastructure and site-based technologies
Demonstrated experience supporting technology implementations, infrastructure changes, or technical projects
Strong time management and organizational skills, with the ability to manage multiple priorities and projects of varying complexity across geographically dispersed locations
Demonstrated incident and problem management skills, including the ability to investigate issues, identify root causes, and implement effective solutions
Strong ability to learn and apply knowledge of new technologies and business processes
Strong communication and collaboration skills, with the ability to work effectively with technical teams, business stakeholders, vendors, airport personnel, and other external parties
Valid Canadian Driver’s License and Canadian Passport
Ability to successfully obtain and maintain a Canadian RAIC (Restricted Area Identity Card), U.S. L1B work visa, and any other foreign work authorizations required for the role
Ability to safely work with hand and power tools, lift IT equipment, and work in confined spaces
Willingness and ability to travel regularly to remote WestJet locations

Nice To Haves

Previous experience working in or supporting the airline industry.
Experience with network infrastructure, including SD-WAN, switching, firewalls, wireless, UPS, and PDUs
CompTIA A+, CompTIA Network+, Cisco Certified Network Associate (CCNA), or other relevant industry certifications

Responsibilities

Provide timely and effective support to end-users, including troubleshooting and resolving hardware and software issues
Support and maintain network infrastructure, including SD-WAN edges, switches, firewalls, wireless access points, UPS, PDUs, and supporting technologies
Assist in the setup, configuration, and maintenance of Sabre systems, desktop applications, and related airline hardware
Administration of relevant technology within their product or operationally focused team
Understanding of overall architecture of technology supported and how to identify and troubleshoot challenges within, provides insights and expertise where required
Ticket management, documentation of steps taken to fix or improve work items
Knowledge management input, development of support runbooks and transition-to-operation processes
Responsible for ensuring that all knowledge management is up to date and published for technology supported via periodic auditing activities
Work closely with other IT Teams, airport staff, and external vendors to ensure seamless technology integration and support
Demonstrates a well-developed methodology in project planning, management, and execution
Strong communicator, able to match the message to the audience (internal or external to WestJet including airport/local authorities, other airlines, tradespeople)
Participate in the procurement of all types of infrastructure services for remote-based projects including data, electrical, and/or connectivity services
Requirement to be part of an on-call rotation within a team for weekdays, weekends, and holiday coverage as required
This position will require travel to WestJet remote locations (airports, hangars, maintenance facilities, and 3rd party sites)
This role involves the lifting of IT equipment and working in confined spaces