IT Support Analyst - Canada

Location: Toronto, ON
Company Name: Sunwing Travel Group

Sunwing Travel Group is the largest vertically integrated travel company in North America! Our Purpose: passionate people making vacation dreams come true.

We're looking for an IT Support Analyst to join the Sunwing IT team. You will be responsible for providing user support and customer service for company supported computer applications and platforms.

Be epic! Our Values are entrepreneurial, passionate, innovative and customer-centric. Named one of Canada’s Fastest-Growing companies for 14 years in a row, we are looking for an epic IT Support Analyst to join our team.

About You:

You are a service-oriented IT Support Analyst, responsible for providing user support to Sunwing’s internal departments through troubleshooting and providing recommendations for appropriate actions to resolve issues with company systems and applications.

With a passion for providing timely IT support, you work to develop positive relationships with internal departments. As a skilled IT Support Analyst, you excel at problem solving and analysis, planning and organizing and have a high attention to detail. You are customer service oriented, have excellent communication skills and thrive in a fast-paced changing environment.

What You’ll Do:

• Technical troubleshooting and resolution of Laptop, Desktop and end user systems
• Analyze and resolve complex performance problems and outages to software products and systems support, escalating to and working with vendors as required
• Identify function and provide 1st level support with additional knowledge of escalation channels
• Provide technical assistance and support for applications, servers, PCs, laptops, printers, scanners, phones, cell phones, wireless network devices and other department specific hardware/software
• Participate in assigned projects, following effective requirements, design, development and implementation processes
• Manage processes for the security, testing, documentation and application delivery of mobile devices
• Deliver a highly available and stable messaging and mobility environment
• Performs pro-active problem management to identify and resolve potential client-impacting issues in the production environment
• Performs daily monitoring of the environment to proactively and reactively address incidents in the production environment
• Responsible for incident and problem management, along with root cause analysis
• Analyze configurations and design from internal development teams and build out basic understanding of applications
• Create SOP’s with assistance from level 3 and 4 support to ensure capability of team to restart services and troubleshoot front end issues.

What You’ll Need:

• Post-secondary education in an IT centric field of study
• AirWatch experience
• Office 365 experience
• Experience with MDM technologies
• Functional experience with call center methodology
• Working knowledge of software, hardware and other equipment

• Knowledge of relevant call tracking applications
• Knowledge and experience of customer service practices
• Related experience and training

• Troubleshooting skills with mobile and desktop technologies
• Background with Exchange, Office 365
• Airline or Travel organization experience is an asset
• Microsoft Azure or cloud support experience an asset
• ITIL, A+ Network +

What You’ll Be A Part Of:

• Open concept, collaborative work space
• Fresh Café with delicious snacks and meals at a subsidized rate!
• Great travel perks!
• Roof top terrace in the summer
• Free Parking
• Daily Free Boot Camp and Yoga sessions
• Grow your career with challenging and rewarding work that makes a difference
• Opportunity to give back through our social responsibility initiatives
• Work with a fun, passionate, travel loving team!
• See for yourself! @sunwinglife

About Us:

We have grown from the smallest tour operator in Canada to the largest vertically integrated travel company in North America.

So what does that mean? For Sunwing, it means all our products and services are offered in one vacation and all brands fall under the same parent company. We are comprised of leading leisure tour operators, travel retail, destination management, and hotel management.

We are: Sunwing Vacations and Signature Vacations; Sunwing Airlines, SunwingJets, a luxury private jet charter service, Vacation Express, a growing tour operator in the United States, SellOffVacations.com and Luxe Destination Weddings, our travel retail businesses, NexusTours, our destination management company offering ground transportation, popular tours and excursions, and Blue Diamond Resorts, the fastest growing hotel chain in the Caribbean. Blue Diamond operates popular resort brands including Planet Hollywood Hotels & Resorts, Royalton Luxury Resorts, Memories Resorts & Spa, Starfish Hotels & Resorts and Mystique Resorts across the Caribbean and Mexico.

We are also heavily involved in our communities! In 2015, we established the charitable initiative, Sunwing Foundation, to support the development of youth in the communities we operate in.

We are passionate people making vacation dreams come true!

We thank all who apply however only those who meet the qualifications will be contacted.

At Sunwing diversity is important to us. We encourage applications from all humans and will provide, upon request, reasonable accommodations in all aspects of the recruitment and selection process.