Remote - Technical Support Specialist

1 week ago

Toronto, Ontario, Canada Sunwing Vacations Group Full time

Sunwing Vacations Group is home to North America's largest vacation brands, comprised of the leading Canadian leisure tour operators Sunwing Vacations and WestJet Vacations, along with the growing United States based tour operator Vacation Express, together with the Group's own travel retail businesses SellOffVacations.

Under Sunwing Vacations , we are looking for a Support Centre Analyst to join us in making vacation dreams come true.

As the Support Centre Analyst, you will work with the SCoE Service Desk Department and would be the single primary contact for users regarding all technical support needs.

Primary responsibilities include taking support calls over the phone, diagnosing, installing, configuring, troubleshooting laptop computers, desktop computers terminals, smartphones, printers and associated peripherals, and restoring customer computer resources back to a normal operating state in a professional, courteous and consistent manner.

The position reports to the Senior Manager, IT Operations and will be located in Toronto, ON .
Provide Service Desk technical support to users either via phone or email as required
Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, AV systems, enterprise applications/systems
Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; Be available to work rotating on call schedules if needed, which may include evenings, weekends, and holidays
Have a strong understanding of how to trouble shoot technical issues over the phone, email, chat
Remote access troubleshooting
Assist with training other staff members on troubleshooting and diagnostic problems
On-call support afterhours are actioned immediately
Assist with shipping out laptops/IT peripherals (hardware) to end users
Assist PC and network technicians by troubleshooting software, hardware, and network issues at first point of contact (over the phone)
College diploma or university degree in the field of computer science or 2 years of related work experience

Fundamental knowledge of Ticket System (Fresh Service or similar such as Service Now), supporting Microsoft Office applications, O365, Remote access troubleshooting (Global Protect), Genesys Cloud Contact Centre, MS Teams Voice support, MS Teams Support, knowledge of supporting ISO devices, InTune support (nice to have), strong ability to support Windows 10/11 OS.

Updates and maintains the service desk incidents, problems and knowledge databases
Working knowledge or willingness to learn software, hardware and other technologies
Great oral and written communication skills, with ability to clearly communicate over email and phone
Exceptional customer service and interpersonal skills, with a focus on rapport-building
Analyzes and evaluates processes and recommends changes to improve service quality
User account creation and management for internal systems including new employee requests, permission changes, access removal. User account creation and performs additional duties as assigned
ITIL V2 or higher is considered an asset
Hybrid work with a minimum of 3 days per week in the office.
Participate in On-Call rotation
Opportunity to give back through our social responsibility initiatives

Diversity, equity, and inclusion - Diversity makes us EPIC; Violence and harassment prevention and response - We partnered with White Ribbon to help us create a survivor-centric, trauma informed policy and educational programs used by all our divisions.

Total wellbeing - Our approach is for holistic opportunities to help employees Be EPIC and Be Well.

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