IT Service Specialist - Training

Job Title: IT Services Specialist (Training)
Position Reports To: Manager, FAcT IM&T Service Delivery
Job Location: Ottawa - Hybrid
Salary: $80,000 - $95,000CAD

SkyAlyne is a proud partnership between Canadian aviation and defence leaders, CAE and KF Aerospace, formed to provide a truly Canadian solution for Canada's Future Aircrew Training (FAcT) Program, Canada's next-generation military aircrew training program.

SkyAlyne has been selected as contractor for the FAcT Program. The program will be managed from the National Capital Region (Ottawa), with three operational locations: Moose Jaw, Saskatchewan; Southport (Portage la Prairie), Manitoba; and Winnipeg, Manitoba.

The scope of the FAcT Program contract includes all training and in-service support requirements needed to prepare Pilots, Air Combat Systems Officers, and Airborne Electronic Sensor Operators to meet the future aerospace requirements of the Royal Canadian Air Force. In collaboration with the Government of Canada and several major Canadian subcontractors, SkyAlyne will provide live-flying, simulator and classroom-based training, facilities construction and management, information management and information technology support, site support services, aircraft maintenance and much more.

SkyAlyne offers competitive compensation and benefits and believes strongly in a safe, diverse, equitable, inclusive, and environmentally friendly workplace.

Job Overview

The IT Service Specialist is the subject matter expert for the Training site environment and will be responsible for managing and overseeing customer technical issues. This position is a part of a team dedicated to serving as the primary point of contact for end-users, offering technical support with a focus on customer service and efficient IT issue resolution. The IT Service Specialist will ensure outstanding technical service and support is provided to their customer base. The responsibilities for this role will focus on maintaining system integrity, responding to incidents and enhancing overall IT services. This role plays a key part in SkyAlyne's FAcT Program mission with regards to IM&T excellence.

Duties and Responsibilities

• Provide expert support for all incidents at the training sites with a goal of reducing or minimizing threats and vulnerabilities.
• Triage and fulfill all technology related requests within defined SLAs.
• Perform and/or coordinate troubleshooting, diagnostics, repairs, and maintain updates and patching on the products or services they support.
• Coordinate the response to major IT incidents in collaboration with cross-functional teams to minimize impact on end users and business operations.
• Support with identifying underlying issues to prevent recurring incidents
• Document the customer interactions and report any recurring or unresolved problems to the management or the technical team.
• Respond to customer inquiries, complaints, and feedback through various channels, such as phone, email, chat, or social media.
• Listen to the customer's needs, identify the issue, and offer solutions or alternatives.
• Other duties as assigned.

Qualifications and Experience

• Bachelor in IT or Computer Science.
• Minimum of 5 years in a similar role that focuses on Service Delivery
• Experience working with technologies such as networks, servers, laptops, peripherals, SharePoint, Service Now, Azure, and others would be an asset.
• Excellent communication and collaboration skills.
• Excellent analytical, decision-making and problem-solving skills.
• Strong interpersonal skills and customer service oriented.
• Occasional travel may be required.
• Experience in the Defence and Aerospace industries would be an asset.
• Be able to hold a Government of Canada Security Clearance (Secret level) and Controlled Goods Clearance.
• Eligible to work in Canada.
• Strong oral and written English language capabilities.
• Fluency in French would be an asset.

What We Offer

• A competitive compensation mode.
• Extended health and dental benefits
• Short and long-term disability coverage
• Paid vacation

• Pension matching plan
• Employee and family assistance program

At SkyAlyne, we are dedicated to building a team that reflects the rich tapestry of our society. Diversity is not just a goal; it's our strength. We welcome candidates of all genders, races, ethnicities, sexual orientations, religions, abilities, and backgrounds to join us in creating a workplace where everyone feels valued, respected, and empowered to thrive.

We especially recognize the unique perspectives and contributions that women and Indigenous persons bring to the table, and we actively encourage individuals from these communities to apply for this position. Indigenous candidates are especially encouraged to send a copy of their application to Indigenous.Recruitment@SkyAlyne.ca.

Come be a part of our inclusive community and help us shape a brighter future for all.

If you are contacted as part of our selection process, we encourage you to notify us of any adaptive measures or accessibility needs and we will make every effort to accommodate these