Support Services Technician

Job Summary

This position serves as the first point of contact for airport technology and the first point of escalation for Service Desk. This position requires ease in supporting technology issues both in-person, as well as remotely. This position is expected to interact regularly with Sun Country employees, contracted front-line airport employees, airport IT and airport IT vendors. This position regularly troubleshoots issues, installs, and deploys software, and responds to outages and other incidents, as well as fulfills requests. Support Services supports the Infrastructure, Security, and Network teams with vulnerability patching, desktop builds, and other projects as assigned. It is imperative that this position always operates with the highest integrity and safeguards confidential information learned while performing assigned duties.

Essential Functions

• Support the technology used in the day-to-day operation of Sun Country.
• Diagnose, configure, and resolve first and second level technical hardware and software issues through established, logical, systematic troubleshooting.
• Partner with the Network, Infrastructure and Security teams to ensure equipment and processes meet all required security requirements.
• Ensure technology is available to all stations for the operation of Sun Country flights, escalating when necessary.
• Serve as a technical contributor to project rollouts; Complete tasks as necessary for the opening and closing of airports.
• Drive continuous improvement of processes to ensure efficiency.
• Author, edit, and publish Knowledge articles relevant to end users and technicians.
• Strictly follow established ITIL repeatable processes – Incident Management, Change Management, Event Management, Problem Management; Including Root Cause Analysis.
• Provide training and support to internal and external business contacts using SCA services, working directly with preferred vendors on support related issues.
• Maintain cost controls by performing work remotely, but traveling to outstations when the nature of the business need dictates on-site work.
• Respond to after-hours business-critical issues 24x7 when scheduled on-call at one-week intervals; available for critical 24x7 response for subject matter expertise.
• At times, may be required to respond to Service Desk calls depending on the situation.
• Continually pursue improved market knowledge and professional skills.
• Remain current with the latest Sun Country IT system/services/applications information, changes, and updates.
• Adhere to, promote, and advances SCA Security Policy, Standards, and Procedures.
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITY

None

Qualifications And Education Requirements

• Proficient in desktop and server operating systems, Microsoft SCOM, Office365, Active Directory
• Post-secondary education in IT discipline or 3 years of equivalent experience
• 2+ years of experience delivering excellent customer service
• Ability to work independently or as part of a team
• Effective interpersonal, verbal, and written communication skills
• Proven analytical and problem-solving abilities
• Ability to receive and assimilate feedback in a professional manner
• Solid organizational skills including project management, time management, attention to detail and multi-tasking
• Ability to present technical information in an easy to understand way
• Must own and be able to maintain a current driver's license
• Flexible schedule to work adjusted shifts as needed
• Must be able to travel overnight, work a flexible schedule, and travel with short notice; travel needs are approximately 25%, seasonally
• Valid passport or passport application within 30 days of hire
  
  

Preferred Skills

• Previous airline industry experience
• Experience with ServiceNow and Lansweeper
• Experience with inventory and asset management
• Experience with hardware repair
• Experience with SCCM
• Experience with Powershell scripting
• Experience with the resolution of Incident and fulfillment of Request records\
  
  

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones photocopiers, filing cabinets.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Additional Notes

N/A

AAP/EEO STATEMENT

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.