JOB SUMMARY

The Support Services Technician position is responsible for providing technical support for Sun Country by troubleshooting issues, installing and deploying software, and fulfilling requests and closing incidents. 

ESSENTIAL FUNCTIONS

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

• Create and responds to incidents and requests within established SLA objectives
• Partner with the Network, Infrastructure and Security teams to ensure equipment and processes meet all required security requirements
• Diagnose, configure, and resolve first level technical hardware and software issues or escalate as directed
• Administer, support and mature the current software standards, processes and knowledgebase updates by submitting and/or requesting new Knowledgebase articles
• Submits Knowledge articles for newly discovered support items to ensure the Knowledgebase is relevant and current
• Available for on-call support and participates in rotational on-call
• Continuously contributes to process or service delivery improvements or modifications to exceed customer expectations
• Adhere to, promote and advances SCA Security Policy, Standards, and Procedures
• Required to strictly follow established ITIL repeatable processes – Incident Management, Change Management, Event Management, Problem Management (including Root Cause Analysis)
• Any other duties assigned by management

Required Skills

QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS

• Experience in customer support
• Post-secondary education in IT disciplines or equivalent experience
• Customer-focused attitude
• Strong interpersonal skills (verbal and written)
• Proven analytical and problem-solving abilities
• Ability to receive and assimilate feedback in a professional manner
• Solid organizational skills including attention to detail and multi-tasking
• Ability to present technical information in an easy to understand way
• Ability to mentor and coach peers
• Continuous desire to learn new technologies
• Must own and be able to maintain a current driver's license

PREFERRED SKILLS

• Previous airline industry experience

Required Experience

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.

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.

QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS

• Experience in customer support
• Post-secondary education in IT disciplines or equivalent experience
• Customer-focused attitude
• Strong interpersonal skills (verbal and written)
• Proven analytical and problem-solving abilities
• Ability to receive and assimilate feedback in a professional manner
• Solid organizational skills including attention to detail and multi-tasking
• Ability to present technical information in an easy to understand way
• Ability to mentor and coach peers
• Continuous desire to learn new technologies
• Must own and be able to maintain a current driver's license

PREFERRED SKILLS

• Previous airline industry experience