This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Platform Support Analyst (L1) based in Canada.
This role is a key entry point into a fast-paced platform support environment, ensuring the stability and usability of Azure-based applications used by a large network of travel professionals. You will act as the first line of defense for user issues, providing timely troubleshooting, escalation, and resolution coordination across technical teams. The position blends technical support, customer service, and system monitoring, requiring strong attention to detail and a proactive mindset. You will interact daily with end-users, developers, and stakeholders to maintain service quality and ensure smooth platform performance. The environment is highly collaborative and operationally focused, with opportunities to build strong foundational skills in cloud applications, IT support processes, and incident management. This is an excellent role for someone looking to grow in technical support within a structured, service-driven organization.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Platform Support Analyst (L1) based in Canada.
This role is a key entry point into a fast-paced platform support environment, ensuring the stability and usability of Azure-based applications used by a large network of travel professionals. You will act as the first line of defense for user issues, providing timely troubleshooting, escalation, and resolution coordination across technical teams. The position blends technical support, customer service, and system monitoring, requiring strong attention to detail and a proactive mindset. You will interact daily with end-users, developers, and stakeholders to maintain service quality and ensure smooth platform performance. The environment is highly collaborative and operationally focused, with opportunities to build strong foundational skills in cloud applications, IT support processes, and incident management. This is an excellent role for someone looking to grow in technical support within a structured, service-driven organization.
Accountabilities:
- Provide first-level (L1) support by handling user inquiries, incidents, and service requests related to platform applications.
- Triage, troubleshoot, and resolve technical issues, escalating complex cases to development or infrastructure teams when required.
- Monitor application performance and proactively identify potential issues before they impact end users.
- Maintain and improve support documentation, including knowledge base articles and internal guides.
- Support end-user training sessions to improve platform adoption and user proficiency.
- Collect and relay user feedback to help drive continuous platform improvements.
- Work closely with cross-functional teams to ensure timely incident resolution and clear communication throughout the support lifecycle.
- 1+ year of experience in application support, technical support, or IT service desk roles.
- Strong troubleshooting and analytical thinking skills with a structured approach to problem-solving.
- Familiarity with ticketing systems and ITIL-based incident management processes (e.g., ServiceNow).
- Understanding of REST APIs, application logs, and monitoring tools (e.g., Dynatrace or similar).
- Basic knowledge of SQL and relational databases (e.g., SQL Server or equivalent).
- Exposure to Active Directory and general IT infrastructure concepts.
- Awareness of cloud platforms (preferably Azure) and web server environments (e.g., IIS).
- Good communication skills with a customer-focused mindset and attention to detail.
- Ability to work in rotating shifts, including weekends, in a 365-day support environment.
- Competitive base salary aligned with market conditions (around $50,000 CAD, depending on experience).
- Performance-based bonus and incentive programs tied to individual and business outcomes.
- Comprehensive benefits package including healthcare coverage.
- Exposure to Azure-based cloud applications and enterprise support environments.
- Opportunity to develop technical expertise in APIs, databases, cloud platforms, and monitoring tools.
- Structured shift system providing clear coverage schedules and operational balance.
- Career development opportunities within a large, multi-business organization.