Technical Analyst; Tier 2

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone.

We know who we are, and we’re confident in our approach.

Join the Information Technology team at Flair as a Technical Analyst (Tier
2), a technically skilled and customer-focused professional who enjoys solving complex problems and delivering advanced IT support in a fast-paced operational environment. Reporting to the Manager, Information Technology, 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. In this role, you will administer and maintain core IT infrastructure, support connectivity across the head office and remote operational locations, with occasional coordination with airport IT and network teams at remote sites, and contribute to cybersecurity response and technology initiatives that support the stability, security, and performance of Flair’s technology environment.

This role is part of a mandatory rotating shift schedule supporting Flair’s 24/7 operational requirements. Shifts may include daytime, afternoon/evening, overnight, weekend, and statutory holiday coverage. The successful candidate will also participate in a mandatory shared on‑call rotation to provide after‑hours support for urgent and business‑critical incidents. Participation in both the rotating shift schedule and on‑call rotation is a condition of employment.

The role requires adherence to company policies, information security standards, and IT service management best practices while consistently delivering high‑quality technical support.

This role is an on‑site position based in either our Edmonton, AB or Toronto, ON office.

As a Technical Analyst (Tier
2), you will:

• 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, trace route, 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 ) and on‑premises Active Directory, including hybrid identity sync (Azure AD Connect).
• Administer core Microsoft 365 workloads, Exchange Online, SharePoint/One Drive, Teams,…