Job Summary
Reporting to the Manager, Service Management, the IT Support Technician is primarily required to provide assistance and support to the Porter end-user community and to ensure all network applications are available at all times and performing as reliably and efficiently as possible. This covers level 1 and 2 technical support and problem determination including off business hour coverage.
Duties & Responsibilities
- Provide technical engineering support for Porter’s endpoint computing environments across airport and corporate locations.
- Act as a Tier 3 escalation point for Service Desk and Field Service teams for complex desktop and endpoint issues.
- Maintain and improve the reliability and standardization of all endpoint devices including laptops, desktops, shared operational workstations, and mobile devices.
- Support endpoint lifecycle management including device provisioning, deployment, refresh planning, and retirement.
- Assist in maintaining endpoint management platforms including Microsoft Intune, MECM/SCCM, and other endpoint management tools.
- Support implementation and optimization of modern device management solutions, including automation and remote device provisioning.
- Assist in implementing zero-touch provisioning and automated device configuration for new device deployments.
- Support the management and remediation of endpoint vulnerabilities and patch compliance in collaboration with Cybersecurity teams.
- Maintain and support endpoint security technologies including anti-malware, antivirus, encryption, and endpoint detection tools.
- Assist with application packaging, deployment, and endpoint software management.
- Provide backend support for IT Field Service teams responsible for on-site support at airport and remote locations.
- Support the reliability of operational endpoints including:
- Airport workstation environments
- Check-in counters and shared operational devices
- Meeting room A/V equipment
- Printers and local office resources
- 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
- Strong expertise in Windows operating systems (Windows 10 and later) and proficiency with the latest versions of Microsoft 365 (formerly Office) and G-Suite applications.
- Good understanding of networking protocols/principles (i.e. TCP, IP, VPN)
- Microsoft Intune / Endpoint Management
- MECM / SCCM
- Active Directory / Entra ID
- Endpoint security tools (anti-virus, malware protection, EDR)
Location
Toronto Downtown Office (250 Yonge Street)
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 North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America. 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.
