Bilingual Support Centre Desktop Specialist

仕事内容

Join us in making vacation dreams come true!

Are you searching for a fun, passionate, travel loving team? –Sunwing has the EPIC work culture you have been searching for. We are currently looking for a Bilingual Support Centre Desktop Specialist to join us in making vacation dreams come true. As the Bilingual Support Centre Desktop Specialist, you will support internal Sunwing users with hardware applications and systems-related issues through the Fresh Service ticketing system. The position reports to the Manager of IT Support Centre of Excellence and will be located in Toronto, ON. Apply now and have your career soar to new heights - under our wing!

Work Perks

• Remote and/or Hybrid Work Opportunities
• Great travel perks!
• Goodlife Corporate Discount
• Comprehensive benefits package
• RRSP Matching Program
• Growth opportunities
• 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
  

What You’ll Do

• Work on more complexed technical issues assigned/escalated from the Service Desk
• Triage, categorize, and respond to all tickets within a reasonable timeframe, while providing regular updates
• Communicate with IT management and escalate issues to the appropriate group within the IT department
• Document IT Service desk processes and ensure processes are kept up to date
• Ensure all tickets are meticulously documented on closure
• Recommend procedure modifications or improvements as needed
• Assist with cross training of Service Desk staff for general troubleshooting
• Contribute to the knowledge base by creating user guides and documentation for known issues
• Troubleshoot hardware related issues pertaining to laptops, desktops, Thin clients, printers, office moves, installations of pc’s/laptops, and other core technologies essential to Sunwing’s core businesses
• Perform testing of equipment that has been repaired, prior to returning the equipment to the user, monitor computer hardware performance and diagnosing problems
• Upgrade computers through the addition of new hardware, such as additional RAM or a new disk drive, replace worn or defective parts, and clean computer hardware according to manufacturers’ specifications
• Consult user guides, technical manuals, Knowledge Base, and other documents to research and implement solution
• Set up equipment for employee use when needed, performing, or ensuring proper installation of cables, operating systems, or appropriate software
• Work on Laptop refresh via InTune and deploy laptops to Sunwing users, schedule user appointments, and Remote access with user to confirm full functionality of the device being deployed
• On-call support afterhours are actioned immediately
• Assist with shipping out laptops/IT peripherals (hardware) to end users
• Participate in daily team huddles reviewing all user’s issues for the week
• Participate with other team members in establishing team performance objectives and promote the concepts of team building
  

What You’ll Need

• 1-3 years of work-related experienced
• A minimum of university level education in a related field
• CompTIA A+ Certification, Windows 10 Certification, and ITIL V3 or higher
• Have an in-depth knowledge of supporting Office 365 applications (Word, Outlook, Excel, Teams, and PowerPoint)
• Two years supporting MDM such as InTune
• Strong knowledge of Ticket System (Fresh Service or similar such as Service Now), Remote access troubleshooting (Global Protect), Avaya VOIP, and knowledge of supporting ISO devices
• Strong ability to troubleshoot hardware related issues (laptops, printers, desktops, moves, installations of pc’s/laptops, etc.)
• Strong ability to troubleshoot and resolve software application and OS related issues
• Bilingual – French
  

About Us

Sunwing Travel Group is the largest vertically integrated travel group in North America and during this unprecedented time, we are continuing to search for top talent. We are looking for candidates who are EPIC (entrepreneurial, passionate, innovative, and customer-centric) to join our team and help deliver our purpose “passionate people making vacation dreams come true”.

To learn more about our Safe with Sunwing commitment and how Sunwing is keeping its employees and customers safe here: https://rb.gy/havndq

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

At Sunwing, diversity is important to us, follow this link: https://rb.gy/uqytsl to learn about how Diversity and Inclusion has always been, and continues to be, a top priority for us. We are proud that our workforce is made up of passionate people from all experiences and backgrounds. We are also committed to employment equity and to fostering an inclusive, accessible environment. We welcome applications from everyone. We will accommodate all applicants throughout the hiring process. If you are an individual who requires accommodation to apply to this position, please email arozario@sunwing.ca