Platform Support Analyst (L1)

Kensington delivers the world’s most personal travel experiences. We bring to life each client’s desire to travel in a way that’s tailored specifically for them, in the company of local private guides who ensure that they enjoy the authentic best of their destination. The result is a unique journey rich in memories that last a lifetime!

We achieve this because of our extraordinary people, passionate experts with deep knowledge of their destinations. They are what enables us to deliver remarkable experiences in over 120 countries worldwide, and across each of our businesses – Private Touring, Cruises, Villas, Yachts, Expeditions, Ultraluxe Land, Private Jets, and Air. 

To learn more about Kensington, visit kensingtontours.com . 

About the Role

We are looking for a Platform Support Analyst I, who will be an essential part of the support team. Your primary focus is to ensure the smooth operation of the Azure cloud-based proprietary applications while providing outstanding support to our 1600+ valuable travel experts.

WHAT YOU'LL DO

• User Support: Take ownership for addressing user inquiries, issues, and requests related to the platform applications raised by users


• Manage Escalations: Escalate tickets to the development team and ensure an end-to-end resolution for users


• Documentation: Create and maintain comprehensive documentation, including knowledge base articles to assist users and support colleagues


• Communication: Communicate effectively with cross-functional teams, developers, and stakeholders to report and escalate issues when necessary


• Training: Assist in training sessions for end-users to ensure they are proficient in using the platforms and their features


• Monitoring: Continuously monitor the applications’ performance and proactively identify potential issues before they impact users


• Feedback Collection: Gather user feedback and suggestions to contribute to the ongoing improvement and enhancement of the platforms

WHO YOU ARE

• The ideal candidate must have at least 1 year experience in application support or technical support


• The candidate should possess strong problem-solving and troubleshooting skills


• An analytical thinker with excellent communication and customer service skills


• Familiarity with software support processes and ticketing systems


• Ability to work collaboratively in a team-oriented environment


• Should be able to work in shift rotation, including weekend


• Intermediate to proficient level of “Technical Skills” required

WHAT YOU'LL BRING

• Understanding of REST API


• Understanding of application log monitoring platform like Dynatrace or similar


• Understanding of SQL and RDBMS like SQL server or similar


• Functional understanding of Active directory


• Understanding of programming languages like .Net and frontend angular or similar


• Understanding of webserver like IIS or similar


• Understanding cloud platforms like azure or similar


• Understanding of ITIL incident management and ticketing tool like ServiceNow or similar

WHAT WE'RE LOOKING FOR

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field


• Strong analytical and problem-solving skills


• Good written and verbal communication (customer-facing)


• Ability to work in shifts including weekend


• Attention to detail and documentation discipline

SHIFT MODEL

• Team Coverage: 12 hours/day (8 AM – 8 PM)


• Days: 365 days/year


• Model: 2 rotating shifts with some overlap (Shift 1 - 8 AM to 4 PM , Shift 2 - 12 PM to 8 PM)

We provide a competitive compensation package with a strong pay for performance rewards approach. Employees have the opportunity to participate in incentive programs and compensation tied to business and individual performance. The expected base compensation for this position is $50,000.

The actual compensation may vary depending on local market conditions, geography and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

#LI-Remote

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require accommodation due to a disability at any stage of our hiring process, please advise us when completing your application.

The Range Group may use artificial intelligence throughout the recruitment process to screen, assess or select applicants for this position. These tools assist our hiring team but do not replace human judgment. Final hiring decisions are ultimately made by the hiring team.