Remote Support Analyst

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. 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.
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.

User Support: Create and maintain comprehensive documentation, including knowledge base articles to assist users and support colleagues
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
The ideal candidate must have at least 1 year experience in application support or technical support
An analytical thinker with excellent communication and customer service skills
Familiarity with software support processes and ticketing systems
Should be able to work in shift rotation, including weekend
Intermediate to proficient level of “Technical Skills” required

Understanding of application log monitoring platform like Dynatrace or similar
Understanding of SQL and RDBMS like SQL server or similar
Understanding of programming languages like .Net and frontend angular or similar
Understanding of ITIL incident management and ticketing tool like ServiceNow or similar
Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field
Good written and verbal communication (customer-facing)
Ability to work in shifts including weekend

SHIFT MODEL

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 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.