Job Summary:
Reporting to the Manager, Service Management the IT Support Technician is primarily required to provide assistance and support to the Porter user community, to ensure the network is available at all times and performing as reliably and efficiently as possible, and to manage and maintain inventory of our fleet of equipment. This covers level 1 and 2 technical support and problem determination including off business hour coverage.

Duties & Responsibilities:

• Provides technical support to ensure stability of the corporate networks and applications
• Ensures compliance with corporate network and security policies and procedures
• Diligently responds to reported incidents from the user communit
• Installs, supports and maintains computers and networked periphera
• Provides user support for remote offices
• Provides assistance with hosted network providers to ensure stability and performance of the WAN/LAN networks
• Interact with other third party application/software providers
• Maintains accuracy of network and system documentation
• Maintains accuracy of corporate hardware and software inventories
• Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
• Other related duties as assigned

Behavioural Competencies:

• Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork: Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).
• Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

Qualifications:

• University degree in Computer Science or equivalent related experience
• Technical experience or exposure of at least 2 years
• Solid knowledge of Windows operating systems (beginning with XP) and MS Office Suite 2010 through Office 365.
• Good understanding of current Macintosh operating systems (MacOS).
• Good understanding of networking protocols/principles (i.e. TCP/IP, VPN)
• Good understanding of wireless including 802.11a/b/g/n/ac and all encryption methods
• Good understanding of cellular technologies
• An understanding of the following is an asset: MS-Active Directory, Google Workspace, Cisco switches and VLAN concepts and VoIP technology
• Highly motivated and willing to take initiative
• Excellent analytical skills
• Ability to work in a team environment or individually as required
• Ability to travel when required (including travel to US destinations)
• Availability to work off hours (including evenings, weekends and holidays) if necessary
• Availability after hours (evenings, weekends and holidays) when required to resolve network, application and operational issues

Company Description:
Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X

• Provides technical support to ensure stability of the corporate networks and applications
• Ensures compliance with corporate network and security policies and procedures
• Diligently responds to reported incidents from the user communit
• Installs, supports and maintains computers and networked periphera
• Provides user support for remote offices
• Provides assistance with hosted network providers to ensure stability and performance of the WAN/LAN networks
• Interact with other third party application/software providers
• Maintains accuracy of network and system documentation
• Maintains accuracy of corporate hardware and software inventories
• Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
• Other related duties as assigne