Technical Analyst (Tier 2)

Flair Airlines Ltd. • Edmonton, AB

20h • Onsite

About The Position

Join the Information Technology team at Flair as a Technical Analyst (Tier 2), a technically skilled and customer-focused professional who enjoys solving complex problems and delivering exceptional IT support in a fast-paced operational environment. Reporting to the Manager, Information Technology, you will serve as the primary escalation point for the Tier 1 Service Desk, providing advanced technical support, resolving complex incidents, administering and maintaining IT systems, and contributing to technology projects and continuous improvement initiatives that support the stability, security, and performance of the organization's technology environment. This role is based on-site at our Edmonton, AB office.

Requirements

• Bachelor's degree or diploma in Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
• Minimum of three (3) years' experience in a technical support or helpdesk role.
• Experience supporting desktop and mobile devices across Windows, iOS, and Android platforms.
• Familiarity with IT ticketing systems and ITSM processes.
• Proficiency with Microsoft 365 (Word, Excel, Outlook, PowerPoint, and Visio).
• Strong working knowledge of Microsoft Windows, Active Directory, Microsoft Intune, Microsoft Entra ID (Azure AD), and Microsoft 365 administration.
• Ability to troubleshoot and resolve hardware, operating system, software, networking, and endpoint issues efficiently.
• Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Excellent communication, customer service, and technical documentation skills.
• Ability to prioritize multiple tasks and work effectively in a fast-paced operational environment.
• Ability to work independently with minimal supervision and collaboratively as part of a team.
• Ability to work a rotating shift schedule, including evenings, overnights, weekends, statutory holidays, and participate in an on-call rotation as required.
• Clear criminal record check and satisfactory references.
• Must be legally eligible to work in Canada without restriction.

Nice To Haves

• Certifications such as ITIL Foundation, Microsoft Certified Desktop Support Technician (MCDST), CompTIA A+, CompTIA Security+, or CompTIA Network+ are considered assets.
• Experience in supporting Airport IT or airline-related technology is an asset.

Responsibilities

• Serve as Tier 2 escalation support, resolving hardware, software, and application issues not resolved at the Tier 1 level.
• Analyze and troubleshoot end-user issues related to operating systems, network access, VPN, Wi-Fi, and business applications.
• Install, configure, test, and support hardware and software for desktops, laptops, printers, mobile devices, and peripherals, including device imaging and MDM-based management.
• Support endpoint security tooling and act as a first responder for security events such as suspected phishing or malware, escalating as appropriate.
• Perform and verify data backups and assist with file, mailbox, and system restoration requests.
• Coordinate with vendors and third-party providers for support and troubleshooting.
• Assist in the deployment, maintenance, and upgrade of IT systems and services.
• Conduct root-cause analysis on recurring incidents and contribute to permanent fixes.
• Provide end-user onboarding and technical training on IT systems, tools, and best practices.
• Maintain accurate records of incidents, changes, and assets using the organization's ITSM/ticketing system, meeting defined response and resolution targets (SLAs).
• Support the configuration and management of user accounts, permissions, and group policies within Active Directory and Microsoft 365.
• Provide documentation and knowledge base articles, and offer guidance and knowledge transfer to Tier 1 Service Desk staff.
• Escalate high-impact or unresolved issues to senior team members or leadership when necessary.
• Support and enhance third-party applications as assigned.
• Participate in a mandatory rotating shift schedule and on-call rotation, including evenings and weekends, to ensure continuous IT support coverage.
• Participate in IT-related projects and cross-functional initiatives.
• Other duties as assigned from time to time.

Benefits

• Comprehensive Salary - A salary that reflects your experience and contributions.
• Comprehensive Benefits - Competitive medical and dental coverage, disability insurance, life insurance, and an employee and family assistance program.
• Retirement Savings - A pension plan with employer-matched contributions.
• Unlimited Travel Perks - Enjoy free and discounted flights for you and your travel companions.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree