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About the Role

As a Technical Analyst (Tier 2), you will be a technically skilled and customer-focused professional who enjoys solving complex problems and delivering advanced IT support in a fast-paced operational environment. You will serve as the primary escalation point for the Tier 1 Service Desk, diagnosing and resolving complex issues across networking, endpoint infrastructure, cloud identity, productivity platforms, and cybersecurity. This role administers and maintains core IT infrastructure, supports connectivity across the head office and remote operational locations, and contributes to cybersecurity response and technology initiatives.

Responsibilities

Serve as Tier 2 escalation support, resolving hardware, software, and application issues not resolved at the Tier 1 level.
Install, configure, image, and support hardware and software for desktops, laptops, printers, mobile devices, and peripherals, using MDM-based deployment (Intune) for provisioning, patching, and compliance enforcement.
Diagnose and resolve OS-level issues (Windows, iOS, Android) including boot failures, performance degradation, profile corruption, and driver/hardware conflicts.
Manage device lifecycle activities: imaging, re-imaging, asset tagging, decommissioning, and secure wipe of retired equipment.
Support conference room, shared workstation, and airport-counter hardware where applicable.
Diagnose and resolve network connectivity issues across LAN, WAN, Wi-Fi, and VPN, including packet loss, latency, DNS resolution failures, and intermittent drops.
Perform first-line triage on firewall/UTM alerts and connectivity blocks, escalating rule changes or persistent issues to the Network & Firewall team.
Support site-to-site and remote-access VPN connectivity for head office, airport locations, and remote/work-from-home users.
Use standard diagnostic tooling (ping, traceroute, ipconfig/nslookup, packet capture basics) to isolate whether an issue is local (device), network (switch/AP/VLAN), or upstream (ISP/circuit).
Assist with VLAN, switch port, and wireless access point troubleshooting under the guidance of Network/Infrastructure SMEs; document findings for escalation.
Monitor and respond to alerts from network and security monitoring tools, escalating anomalies per the incident response process.
Support the configuration and management of user accounts, groups, permissions, and Conditional Access policies within Azure AD (Microsoft Entra ID) and on-premises Active Directory, including hybrid identity sync (Azure AD Connect).
Administer core Microsoft 365 workloads, Exchange Online, SharePoint/OneDrive, Teams, including mailbox permissions, distribution lists, and license assignment.
Support endpoint management and compliance through Intune, including device enrollment, configuration profiles, application deployment, and patch/update rings.
Assist with basic administration and troubleshooting of on-premises servers (Windows Server, virtualized workloads) and provide first-line support for AWS-hosted resources, escalating to Infrastructure/Cloud SMEs for deeper architecture, IAM, or scaling issues.
Perform and verify data backups; assist with file, mailbox, and system restoration requests; validate backup job completion and flag failures.
Support the deployment, maintenance, patching, and upgrade of IT systems, applications, and infrastructure components as part of planned change and project work.
Recognize and promptly escalate security-relevant tickets (e.g., phishing reports, suspicious attachments, unusual login alerts) to the Cybersecurity team in line with established procedures.
Act as an operational point of contact for the Cybersecurity team during incidents, carrying out directed actions such as disabling accounts, resetting passwords/MFA, or isolating a device when instructed.
Assist Cybersecurity with routine tasks such as verifying endpoint security agent (EDR/antivirus) health and confirming patch or compliance status across managed devices.
Follow documented handling steps when a potentially compromised device is involved (e.g., not powering it off without direction) to preserve evidence for the Cybersecurity team.
Flag observed security hygiene gaps (e.g., missing patches, disabled MFA) to Cybersecurity rather than remediating independently, unless otherwise directed.
Conduct root-cause analysis on recurring incidents and contribute to permanent fixes and knowledge base articles.
Maintain accurate records of incidents, changes, and assets using the organization's ITSM/ticketing system, meeting defined response and resolution targets (SLAs).
Coordinate with vendors and third-party providers (network carriers, cloud providers, MDR/security partners) for troubleshooting and issue resolution.
Provide end-user onboarding and technical training on IT systems, tools, and security best practices.
Offer guidance and knowledge transfer to Tier 1 Service Desk staff, including basic network and security triage techniques.
Escalate high-impact, security-related, or unresolved issues to senior team members, Network/Infrastructure, Cybersecurity, or leadership when necessary.
Support and enhance third-party applications as assigned.
Participate in a mandatory rotating shift schedule and on-call rotation, including evenings and weekends, to ensure continuous IT support coverage.
Perform additional duties as required to support business objectives.

Requirements

Clear criminal record check and satisfactory references.
Must be legally eligible to work in Canada without restriction.

Skills

Troubleshooting network connectivity issues (LAN/WAN/Wi-Fi/VPN) in a business environment.
Administering or supporting cloud identity and productivity platforms (Azure AD/Entra ID, Microsoft 365) and exposure to on-premises Active Directory.
Supporting desktop and mobile devices across Windows, iOS, and Android platforms, including MDM-based management (Intune or equivalent).
Following directed security procedures (e.g., account disablement, device isolation) in support of a Cybersecurity team, in a helpdesk or Tier 2 capacity.
Familiarity with IT ticketing systems and ITSM processes (incident, request, change, and problem management).
Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, VPN, and basic firewall concepts, with the ability to troubleshoot connectivity issues methodically.
Working knowledge of Active Directory, Azure AD/Entra ID, Intune, and Microsoft 365 administration.
Familiarity with AWS and/or on-premises server environments (Windows Server, virtualization) sufficient to perform first-line troubleshooting and escalate appropriately.
General awareness of security concepts (phishing indicators, MFA, least privilege) sufficient to recognize issues and escalate appropriately to Cybersecurity.
Proficiency in Microsoft 365 (Word, Excel, Outlook, PowerPoint, Visio).
Ability to troubleshoot hardware, operating systems, network, and cloud-service issues efficiently and to distinguish device-level from network-level from application-level problems.
Strong communication, customer service, and documentation skills, including the ability to write clear technical notes and knowledge base articles.
Ability to work independently with minimal supervision, particularly during evening, overnight, weekend, or on-call coverage.
Sound judgment on when to resolve directly versus escalate to Network/Infrastructure, Cybersecurity, or third-party vendors.

Location

Edmonton, AB
Toronto, ON

Work Type

On-site
Rotating shift schedule
On-call rotation

Experience Level

Minimum of three (3) years' experience in a technical support or helpdesk role, with demonstrated Tier 2 escalation experience.
Experience troubleshooting network connectivity issues (LAN/WAN/Wi-Fi/VPN) in a business environment.
Experience administering or supporting cloud identity and productivity platforms (Azure AD/Entra ID, Microsoft 365) and exposure to on-premises Active Directory.
Experience supporting desktop and mobile devices across Windows, iOS, and Android platforms, including MDM-based management (Intune or equivalent).
Comfortable following directed security procedures (e.g., account disablement, device isolation) in support of a Cybersecurity team, in a helpdesk or Tier 2 capacity.
Familiarity with IT ticketing systems and ITSM processes (incident, request, change, and problem management).
Experience supporting airline, airport, or other regulated/critical-infrastructure IT environments is a strong asset.

Education Level

Bachelor's degree or diploma in Computer Science, Information Systems, or a related field, or an equivalent combination of education and experience.
Certifications such as ITIL Foundation, CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Fundamentals (AZ-900), Microsoft 365 Certified: Endpoint Administrator Associate (MD-102), or Microsoft Certified Desktop Support Technician (MCDST) are considered assets.

Salary/Compensations

Comprehensive Salary - A salary that reflects your experience and contributions.

Benefits

Comprehensive medical and dental coverage
Disability insurance
Life insurance
Employee and family assistance program
Pension plan with employer-matched contributions
Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

About the Company

Flair Airlines is committed to making air travel affordable for everyone and is Canada’s most reliable airline, offering real value.
The company is expanding its network, increasing flight frequencies, and introducing more services.
Flair prioritizes its teams by cultivating a supportive, collaborative work environment filled with opportunities for growth.
The company is dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

Equal Opportunity

At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent.
We encourage candidates from all backgrounds to apply.
If you need accommodation during the selection process, just let us know.