Technical Analyst (Tier 2)

About the role

Join Flair Airlines’ Information Technology team in Edmonton as a Technical Analyst (Tier 2). You will act as the primary escalation point for the Tier 1 Service Desk, delivering advanced support and helping maintain a secure, stable, and high‑performing technology environment for the airline.

Key responsibilities

• Provide Tier 2 escalation support for hardware, software and application issues not resolved at Tier 1.
• Troubleshoot end‑user problems related to Windows operating systems, network access, VPN, Wi‑Fi and business applications.
• Install, configure, test and support desktops, laptops, printers, mobile devices and peripherals, including imaging and MDM‑based management.
• Support endpoint‑security tools and act as first responder for security events such as phishing or malware.
• Perform data‑backup verification and assist with file, mailbox and system restoration requests.
• Coordinate with vendors and third‑party providers for support and troubleshooting.
• Assist in deployment, maintenance and upgrade of IT systems and services.
• Conduct root‑cause analysis on recurring incidents and contribute to permanent fixes.
• Provide onboarding and technical training for end‑users.
• Maintain accurate incident, change and asset records in the ITSM ticketing system, meeting SLA targets.
• Manage user accounts, permissions and group policies in Active Directory and Microsoft 365.
• Create documentation, knowledge‑base articles and transfer knowledge to Tier 1 staff.
• Participate in a rotating shift schedule and on‑call rotation.

Required profile

• Customer‑focused professional with strong problem‑solving abilities.
• Experience working in a fast‑paced, operational IT environment.
• Willingness to work rotating shifts and be on‑call as needed.

Required skills

• Windows operating systems
• Active Directory
• Microsoft 365
• VPN and Wi‑Fi networking
• Desktop, laptop, printer and mobile device hardware
• Imaging and Mobile Device Management (MDM)
• Endpoint security tools
• ITSM/ticketing systems
• Backup and restore procedures
• Vendor coordination
• Root‑cause analysis
• Technical documentation