Job Description

Take Your Career to New Heights with Flair Airlines

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 - but we don't take ourselves too seriously.

Your Team:

Join the IT Digital Operations team at Flair as a Support Centre Analyst, a customer-focused and detail-oriented professional who enjoys solving problems and supporting end users in a fast-paced environment. Reporting to the Manager, Service Desk, this role provides front-line technical support through phone, email, and the ticketing system, helping resolve software and application issues across Microsoft Windows, Microsoft 365 (Outlook, Teams), web browsers, network printers, remote access, VPN, and password resets. The Support Centre Analyst will thrive as a collaborative team player with strong communication, interpersonal, and customer service skills, while also being comfortable working independently and responding to issues with a sense of urgency. This role requires practical problem-solving skills and the ability to prioritize and address user issues effectively to support day-to-day operations. The role includes participation in a rotating on-call support schedule to assist with critical system updates, urgent issues, and project deadlines. Some flexibility may be required to accommodate collaboration with global teams across different time zones during regular business hours. Occasional evening or weekend work may be required, along with some travel for team meetings, training, or project collaboration.


This role is based on-site at our Edmonton, AB office.

A Day in the Life:

As a Support Centre Analyst, you will:

Act as the first point of contact for IT support, receiving and responding to incidents and service requests via phone, email, and the ticketing system. Accurately gather, assess, and document user-reported issues to enable effective troubleshooting and resolution. Perform initial triage and resolve common hardware, software, application, and access-related issues within defined procedures and knowledge articles. Escalate incidents and service requests to Tier 2 or other support teams when issues fall outside defined Tier 1 scope. Maintain accurate and complete ticket documentation, including troubleshooting steps, actions taken, and resolution details. Perform standard user account administration tasks, such as password resets and basic access requests, in accordance with security and access control policies. Adhere to established service desk processes, service-level agreements (SLAs), and operational procedures. Participate in rotating shifts and on-call support schedules, which may include evenings, weekends, and statutory holidays. Contribute to continuous improvement by identifying recurring issues, process gaps, and documentation opportunities. Complete required training and maintain technical knowledge relevant to the role. Other duties as assigned from time to time

What You Bring to the Role:

The preferred candidate should exemplify Flair's core values of respect, honesty, accountability, and efficiency while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

Education:

+ Post-secondary education in Information Technology, Computer Science, or a related field is preferred.
+ Industry certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, ITIL Foundation, or equivalent are considered assets.

Experience:

+ Minimum of two (2) years of experience in an IT Service Desk, Help Desk, or Technical Support environment providing front-line user support.
+ Experience supporting Microsoft Windows, Microsoft 365 applications, web browsers, VPN, remote access tools, and other common business applications.
+ Experience using an IT service management (ITSM) or ticketing system to log, track, prioritize, and resolve incidents and service requests in accordance with defined service-level expectations.
+ Demonstrated ability to diagnose and resolve routine hardware, software, and basic network-related issues, escalating more complex matters as required.
+ Experience supporting users in a fast-paced environment with high call volumes and time-sensitive requests is considered an asset.
+ Experience following established procedures, scripts, or knowledge-base articles to deliver consistent and accurate support solutions.

Skills and Abilities:

+ Strong technical foundation in desktop support, Microsoft applications, and basic networking concepts.
+ Excellent interpersonal and customer service skills, with the ability to build rapport, demonstrate empathy, and deliver a positive user experience.
+ Strong verbal and written communication skills, with the ability to actively listen, clearly explain technical information, and communicate professionally with users, peers, and management.
+ Strong analytical and problem-solving skills, with the ability to quickly assess issues, identify root causes, and implement practical solutions to routine technical problems.
+ Proactive and results-oriented, with a strong sense of ownership and commitment to resolving issues efficiently and continuously improving processes.
+ Ability to prioritize tasks, manage workload effectively, and meet deadlines in a fast-paced support environment.
+ Comfortable working independently as well as collaboratively within a team, adapting to different work styles and contributing to shared goals.
+ Able to remain flexible and calm under pressure, effectively managing changing priorities in a dynamic, high-demand environment

Requirements:

+ Clear criminal record check and satisfactory references.
+ Must be legally eligible to work in Canada without restriction.

Why You'll Love Working Here:

At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.


From the moment you join us, you'll have access to a comprehensive benefits package designed to support your well-being because when you're at your best, so are we. This benefits package includes:

Comprehensive Salary - A salary that reflects your experience and contributions. Comprehensive Benefits - Competitive medical and dental coverage, disability insurance, life insurance, and an employee and family assistance program. Retirement Savings - A pension plan with employer-matched contributions. Unlimited Travel Perks - Enjoy free and discounted flights for you and your travel companions.

If you're ready to join a team that's bold, innovative, and fun, we want to hear from you!

Y

our Career, Your Journey - Join Flair!

If you're ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role. We look forward to your application.

Apply by January 30, 2026

At Flair, we're committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. We encourage candidates from all backgrounds to apply. If you need accommodation during the selection process, just let us know.


We thank all applicants for their interest in Flair; however, only those selected to continue in the process will be contacted.



Website: flyflair.com