The Opportunity:
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 be responsible for 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 will report to the Sr. Manager, IT Operations and will be in Toronto, ON.
What You’ll Do:
- Provide Service Desk technical support to users either via phone or email as required.
- Always maintain a high degree of professionalism, courteousness, and friendliness. Provide advanced troubleshooting for all types of technical inquiries, service requests, and issues involving computers, network, smartphones/tablets, AV systems, enterprise applications/systems.
- Contribute to team innovation through ideas for process improvement and efficiency.
- Develop, implement, and/or participate in the preparation knowledge base articles and/or documentation for Service Desk use; make recommendations for improvements.
- Document all problems and solutions in the Fresh Service Ticketing System.
- Build relationships with our users
- Administer and optimize Microsoft Intune for device enrollment, configuration, and lifecycle management.
- Develop, maintain, and deploy desktop images across the organization.
- Address vulnerabilities identified through Qualys scans and implement desktop hardening standards.
- Ensure compliance with organizational and industry standards for endpoint security and management.
- Manage and deploy software updates, patches, PS Scripts and configurations.
- Maintain an accurate inventory of endpoint devices, ensuring timely updates and replacements.
- Provide advanced support for endpoint-related issues escalated from the Service Desk.
- Work with IT security and infrastructure teams to align endpoint management practices with overall IT strategy.
- Generate reports on endpoint health, compliance, and performance metrics.
- Create user guides and train Service Desk staff on endpoint-related processes and tools.
- Participate and adhere to Change Management processes
- Create technical documents, knowledge articles, and standard operating procedures related to Intune.
- Hybrid work with a minimum of 3 days per week in the office.
What You’ll Need:
- College diploma or university degree in the field of computer science or equivalent work experience
- Minimum 3-4 years of experience in endpoint management or similar roles.
- Expertise in Microsoft Intune and other endpoint management tools.
- Experience with vulnerability remediation tools such as Qualys.
- Experience using Powershell
- Strong understanding of desktop imaging and hardening techniques.
- Familiarity with operating systems (Windows, macOS) and mobile device management.
- 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.
- Working knowledge or willingness to learn software, hardware and other technologies
- Great Oral and written communication skills
- Customer Service oriented
- Be available to work rotating on call schedules if needed, which may include evenings, weekends, and holidays
- Excellent problem-solving and communication skills.
- Certifications such as Microsoft Certified: Modern Desktop Administrator Associate or similar are a plus.
What We Offer:
- Hybrid work environment
- Great travel perks!
- Goodlife Corporate Discount
- Comprehensive benefits package
- RRSP Matching Program
- Free Parking
- Open concept, collaborative workspace
- Fresh Café with delicious snacks and meals at a subsidized price!
- Opportunity to give back through our social responsibility initiatives
- See for yourself! @sunwinglife
