Porter Airlines – Field Service Specialist – Toronto, ON

Company: Porter Airlines

Location: Toronto, ON

Expected salary:

Job date: Wed, 13 Aug 2025 06:40:11 GMT

Job description: Job Description:Job SummaryPorter Airlines is seeking a highly motivated and technically skilled Field Service Specialist to support our expanding airport & field operations, and technology initiatives. This role is integral to spinning up new airport & remote stations, supporting existing ones, and ensuring all airport technology systems and services are installed, configured, and maintained to meet operational and regulatory standards.The ideal candidate will have hands-on experience with airport IT infrastructure, including kiosks, baggage scanners, network deployments, and common use passenger processing systems (CUPPS) such as SITA, ARINC, Amadeus and others. This position requires a blend of field service expertise, IT infrastructure knowledge, and strong collaboration with MSP, airport authorities and third-party vendors.You bring a proactive, hands-on mindset, strong problem-solving skills, and a calm, professional demeanor to lead field-based technology projects, serve as a trusted liaison to Station Managers, Stakeholders and ensure reliable service delivery in high-pressure, mission-critical aviation environments.
Duties & Responsibilities

  • Design, deliver, and support technology setup for new station launches and expansions, including infrastructure planning, coordination, and execution
  • Liaise with airport authorities, station managers, common use providers (e.g., SITA, ARINC), and Network Ops (MSP) to ensure seamless integration of systems
  • Serve as the primary point of contact for Station Managers and field project engagements
  • Install, configure, diagnose, and troubleshoot airport technologies such as:
  • Maintain, assess, and evaluate LAN/WAN connectivity, Wi-Fi, and telecom services within airport and remote office environments (locally & internationally)
  • Consult with internal teams—including IT Infrastructure, Cybersecurity, and Flight Operations—to align technical deployments with business requirements
  • Document and ensure compliance with aviation industry standards for safety, security, and reliability
  • Create, revise, and consolidate technical documentation, configuration records, and operational procedures
  • Participate in and respond to a 24x7x365 on-call rotation to support mission-critical systems during IROPS or outages
  • Travel as needed to support new airport, remote office openings or escalate high-impact technical issues
  • Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote The Company Safety Policy

Behavioural CompetenciesConcern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.Teamwork: Working collaboratively with others to achieve organizational goals.Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Qualifications

  • 3–5 years of hands-on experience in IT field service support, preferably in aviation or transportation environments
  • Proven experience deploying and supporting
  • Experience supporting and interpreting requirements of Common Use Systems (SITA, ARINC, RESA, Amadeus, etc.)
  • Network infrastructure Appliances (Patch Panel, Switches, Routers, AP, UPS, etc)
  • Bag and passenger screening systems
  • Strong understanding of airport operations, including check-in, gate, baggage, and boarding processes
  • Ability to predict potential points of failure and recommend mitigation strategies in dynamic operational environments
  • Familiarity with Windows OS, endpoint management, and hardware support
  • Solid understanding of networking principles (TCP/IP, VLANs, DNS, DHCP)
  • Experience working in regulated environments, with a strong focus on security and operational compliance
  • Exceptional communication and customer service skills to liaise with multiple stakeholders
  • Ability to work independently, prioritize tasks, and manage multiple airport projects simultaneously
  • Preferred Qualifications:
  • Certifications such as CompTIA A+/Network+/Security+, Cisco CCNA, or similar
  • Experience with airport security protocols and regulatory standards (CATSA, TSA, IATA)
  • Knowledge of ITIL practices and service desk/ticketing systems (e.g., Zendesk, Jira)
  • Familiarity with low voltage cabling standards and physical hardware installation

LocationToronto Downtown Office (250 Yonge Street)
Company DescriptionSince 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and X.

Porter Airlines – Field Service Specialist – Toronto, ON

Company: Porter Airlines

Location: Toronto, ON

Expected salary:

Job date: Wed, 13 Aug 2025 07:09:26 GMT

Job description: Job Summary:Porter Airlines is seeking a highly motivated and technically skilled Field Service Specialist to support our expanding airport & field operations, and technology initiatives. This role is integral to spinning up new airport & remote stations, supporting existing ones, and ensuring all airport technology systems and services are installed, configured, and maintained to meet operational and regulatory standards.The ideal candidate will have hands-on experience with airport IT infrastructure, including kiosks, baggage scanners, network deployments, and common use passenger processing systems (CUPPS) such as SITA, ARINC, Amadeus and others. This position requires a blend of field service expertise, IT infrastructure knowledge, and strong collaboration with MSP, airport authorities and third-party vendors.You bring a proactive, hands-on mindset, strong problem-solving skills, and a calm, professional demeanor to lead field-based technology projects, serve as a trusted liaison to Station Managers, Stakeholders and ensure reliable service delivery in high-pressure, mission-critical aviation environments. Duties & Responsibilities:

  • Design, deliver, and support technology setup for new station launches and expansions, including infrastructure planning, coordination, and execution
  • Liaise with airport authorities, station managers, common use providers (e.g., SITA, ARINC), and Network Ops (MSP) to ensure seamless integration of systems
  • Serve as the primary point of contact for Station Managers and field project engagements
  • Install, configure, diagnose, and troubleshoot airport technologies such as:
  • Maintain, assess, and evaluate LAN/WAN connectivity, Wi-Fi, and telecom services within airport and remote office environments (locally & internationally)
  • Consult with internal teams—including IT Infrastructure, Cybersecurity, and Flight Operations—to align technical deployments with business requirements
  • Document and ensure compliance with aviation industry standards for safety, security, and reliability
  • Create, revise, and consolidate technical documentation, configuration records, and operational procedures
  • Participate in and respond to a 24x7x365 on-call rotation to support mission-critical systems during IROPS or outages
  • Travel as needed to support new airport, remote office openings or escalate high-impact technical issues
  • Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote The Company Safety Policy

Behavioural Competencies:Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.Teamwork: Working collaboratively with others to achieve organizational goals.Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Qualifications:

  • 3–5 years of hands-on experience in IT field service support, preferably in aviation or transportation environments
  • Proven experience deploying and supporting
  • Experience supporting and interpreting requirements of Common Use Systems (SITA, ARINC, RESA, Amadeus, etc.)
  • Network infrastructure Appliances (Patch Panel, Switches, Routers, AP, UPS, etc)
  • Bag and passenger screening systems
  • Strong understanding of airport operations, including check-in, gate, baggage, and boarding processes
  • Ability to predict potential points of failure and recommend mitigation strategies in dynamic operational environments
  • Familiarity with Windows OS, endpoint management, and hardware support
  • Solid understanding of networking principles (TCP/IP, VLANs, DNS, DHCP)
  • Experience working in regulated environments, with a strong focus on security and operational compliance
  • Exceptional communication and customer service skills to liaise with multiple stakeholders
  • Ability to work independently, prioritize tasks, and manage multiple airport projects simultaneously
  • Preferred Qualifications:
  • Certifications such as CompTIA A+/Network+/Security+, Cisco CCNA, or similar
  • Experience with airport security protocols and regulatory standards (CATSA, TSA, IATA)
  • Knowledge of ITIL practices and service desk/ticketing systems (e.g., Zendesk, Jira)
  • Familiarity with low voltage cabling standards and physical hardware installation

Company Description:Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and X.

Intermediate Graphic Designer – Porter Airlines – Toronto, ON

Company: Porter Airlines

Location: Toronto, ON

Expected salary:

Job date: Sat, 16 Aug 2025 06:14:30 GMT

Job description: Job Summary:The Intermediate Graphic Designer translates marketing strategies into a wide range of creative materials that meet and exceed the Porter brand personality and graphic standards. Duties & Responsibilities:

  • Produces final artwork for different media and different sizes, including email, digital, print, internal communications, etc.
  • Regularly produces new illustrated/animated creative
  • Works with the Director, Brand & Creative; Design team; and the Marketing Project Manager
  • Takes projects from concept to final delivery, including liasing with external suppliers
  • Maintains and updates graphic asset library
  • Keeps Porter brand standards, ensuring graphic consistency

Behavioural Competencies:Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.Teamwork: Working collaboratively with others to achieve organizational goals.Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Qualifications:

  • Required to haver 5+ years of experience in design/animation/production OR, internally, demonstrable ability to perform all above duties and responsibilities
  • Advanced knowledge of the Adobe Creative Suite, with special focus on Illustrator
  • Motion / animation skills are an asset
  • HTML / CSS and email development skills are an asset
  • Ability to produce artwork efficiently with an attention to detail
  • Ability to manage tight production deadlines, with multiple projects
  • Independent creative development through to exact technical production
  • Experience with prepress + print production
  • A degree in graphic design from an accredited post-secondary institution, or equivalent
  • Completion of a Porter art test #LI-Hybrid

Company Description:Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and X.

Job Summary

The Intermediate Graphic Designer at Porter Airlines is responsible for creating various marketing materials that align with the brand’s identity.

Duties & Responsibilities:

  • Produce final artwork for multiple media formats including email, digital, and print.
  • Create new illustrated and animated content.
  • Collaborate with the Director of Brand & Creative, Design team, and Marketing Project Manager.
  • Manage projects from concept to delivery, including interacting with external suppliers.
  • Maintain and update the graphic asset library.
  • Ensure adherence to Porter’s brand standards for graphic consistency.

Behavioral Competencies:

  • Concern for Safety: Identify and act on hazardous situations.
  • Teamwork: Collaborate effectively to meet organizational goals.
  • Customer Service: Deliver excellence in service to clients and customers.
  • Initiative: Proactively address challenges and seize opportunities.
  • Results Focus: Aim for high-quality outcomes aligned with organizational standards.
  • Communication: Engage openly and respectfully with diverse audiences to foster dialogue.

Qualifications:

  • Minimum 5+ years of experience in design/animation/production or equivalent internal experience.
  • Advanced proficiency in Adobe Creative Suite, especially Illustrator.
  • Motion/animation skills preferred; HTML/CSS and email development skills are a plus.
  • Detail-oriented with the ability to manage tight production deadlines across multiple projects.
  • Independent in creative development and technical production.
  • Experience with prepress and print production.
  • Degree in graphic design from an accredited institution or equivalent experience.
  • Completion of a Porter art test required.

Company Overview:

Porter Airlines, since 2006, has enhanced the economy air travel experience with exceptional service and hospitality, operating a North American network from Eastern Canada. The airline is headquartered in Toronto and recognized as an Official 4 Star Airline® in the World Airline Star Rating®.

Intermediate Graphic Designer – Porter Airlines – Toronto, ON

Company: Porter Airlines

Location: Toronto, ON

Expected salary:

Job date: Sat, 16 Aug 2025 00:18:29 GMT

Job description: Job Description:Job SummaryThe Intermediate Graphic Designer translates marketing strategies into a wide range of creative materials that meet and exceed the Porter brand personality and graphic standards.
Duties & Responsibilities

  • Produces final artwork for different media and different sizes, including email, digital, print, internal communications, etc.
  • Regularly produces new illustrated/animated creative
  • Works with the Director, Brand & Creative; Design team; and the Marketing Project Manager
  • Takes projects from concept to final delivery, including liasing with external suppliers
  • Maintains and updates graphic asset library
  • Keeps Porter brand standards, ensuring graphic consistency

Behavioural CompetenciesConcern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.Teamwork: Working collaboratively with others to achieve organizational goals.Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Qualifications

  • Required to haver 5+ years of experience in design/animation/production OR, internally, demonstrable ability to perform all above duties and responsibilities
  • Advanced knowledge of the Adobe Creative Suite, with special focus on Illustrator
  • Motion / animation skills are an asset
  • HTML / CSS and email development skills are an asset
  • Ability to produce artwork efficiently with an attention to detail
  • Ability to manage tight production deadlines, with multiple projects
  • Independent creative development through to exact technical production
  • Experience with prepress + print production
  • A degree in graphic design from an accredited post-secondary institution, or equivalent
  • Completion of a Porter art test #LI-Hybrid

LocationToronto Downtown Office (250 Yonge Street)
Company DescriptionSince 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and X.

Job Summary

The Intermediate Graphic Designer at Porter Airlines creates diverse marketing materials aligning with the brand’s standards and personality.

Key Responsibilities

  • Produce final artwork for various media, including digital and print.
  • Create illustrated and animated content regularly.
  • Collaborate with the Design team and Marketing Project Manager.
  • Manage projects from concept through to delivery, liaising with external suppliers.
  • Maintain and update the graphic asset library.
  • Ensure consistency with Porter brand standards.

Behavioral Competencies

  • Safety Awareness: Identify and act on hazardous situations.
  • Teamwork: Collaborate effectively to achieve organizational goals.
  • Customer Service: Deliver excellent service to internal and external customers.
  • Initiative: Proactively address situations and seize opportunities.
  • Results Focus: Strive for high-quality outcomes.
  • Communication: Foster open and respectful communication with diverse audiences.

Qualifications

  • 5+ years of experience in design/animation/production, or equivalent internal experience.
  • Advanced knowledge of Adobe Creative Suite, especially Illustrator.
  • Skills in motion/animation and HTML/CSS are advantageous.
  • Ability to manage multiple projects and tight deadlines.
  • Experience in prepress and print production.
  • Degree in graphic design or equivalent required.

Location

Toronto Downtown Office (250 Yonge Street)

Company Overview

Since 2006, Porter Airlines has prioritized exceptional economy air travel experiences, known for its hospitality and charm, and operates a North American network from Eastern Canada with a fleet of Embraer and Dash aircraft.

Graphic Designer – Porter Airlines – Toronto, ON

Company: Porter Airlines

Location: Toronto, ON

Expected salary:

Job date: Tue, 12 Aug 2025 22:25:58 GMT

Job description: Job Description: Job Summary The Graphic Designer translates marketing strategies into a wide range of creative… and animates marketing materials in different formats based on brand standards Produces final artwork for different media…

Job Summary: Graphic Designer

The Graphic Designer is responsible for transforming marketing strategies into diverse creative outputs. This includes creating and animating marketing materials across various formats while adhering to brand standards. The role also involves producing final artwork suitable for different media.

Graphic Designer – Porter Airlines – Toronto, ON

Company: Porter Airlines

Location: Toronto, ON

Expected salary:

Job date: Wed, 13 Aug 2025 01:15:38 GMT

Job description: Job Summary:The Graphic Designer translates marketing strategies into a wide range of creative materials that meet and exceed the Porter brand personality and graphic standards. Duties & Responsibilities:

  • Illustrates and animates marketing materials in different formats based on brand standards
  • Produces final artwork for different media and different sizes, including email, digital, print, internal communications, etc.
  • Uploads or delivers materials to all media, and liaises with outside production suppliers
  • Works with the Director, Brand & Creative, and the team’s Project Manager
  • Maintains accurate online files of graphic design materials
  • Keeps the Porter brand standards, ensuring graphic consistency

Behavioural Competencies:Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.Teamwork: Working collaboratively with others to achieve organizational goals.Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Qualifications:

  • 2+ years of experience in design and production
  • Requires advanced knowledge of the Adobe Creative Suite, with special focus on Illustrator
  • Requires advanced skill set on motion graphics
  • HTML/CSS coding for web pages and familiarity with building email platform templates
  • Familiarity with the Braze CMS and Shopify’s Liquid is an asset
  • Strong ability to manage tight production deadlines, with multiple projects
  • A degree in graphic design from an accredited post-secondary institution, or equivalent
  • Passion for exceptional creative and production, with a keen eye for detail

Company Description:Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and X.

Job Summary: The Graphic Designer at Porter Airlines creates diverse marketing materials that align with the brand’s personality and standards.

Duties & Responsibilities:

  • Illustrates and animates marketing materials for various formats.
  • Produces final artwork for digital, print, and internal communications.
  • Manages delivery of materials and collaborates with production suppliers.
  • Works with the Director, Brand & Creative, and the Project Manager.
  • Maintains organized online design files and ensures graphic consistency with brand standards.

Behavioral Competencies:

  • Concern for Safety: Identifies and addresses hazardous situations.
  • Teamwork: Collaborates to achieve organizational goals.
  • Customer Service: Provides excellent service to customers.
  • Initiative: Proactively addresses issues and seizes opportunities.
  • Results Focus: Aims for high-quality outcomes.
  • Communication: Fosters open and respectful dialogue.

Qualifications:

  • 2+ years of design and production experience.
  • Advanced knowledge of Adobe Creative Suite, especially Illustrator.
  • Proficient in motion graphics and HTML/CSS for web templates.
  • Familiarity with Braze CMS and Shopify’s Liquid is a plus.
  • Strong time management skills for handling multiple projects.
  • Degree in graphic design or equivalent experience.
  • Detail-oriented with a passion for creative production.

Company Description: Founded in 2006, Porter Airlines focuses on enhancing economy air travel with stylish, hospitable service. Its fleet operates a North American network from Eastern Canada and is headquartered in Toronto, recognized as a 4 Star Airline® by World Airline Star Rating®.

Porter Airlines – IT Support Technician – Toronto, ON

Company: Porter Airlines

Location: Toronto, ON

Expected salary:

Job date: Thu, 24 Jul 2025 02:15:56 GMT

Job description: Job Summary:Reporting to the Manager, Service Management the IT Support Technician is primarily required to provide assistance and support to the Porter user community, to ensure the network is available at all times and performing as reliably and efficiently as possible, and to manage and maintain inventory of our fleet of equipment. This covers level 1 and 2 technical support and problem determination including off business hour coverage. Duties & Responsibilities:

  • Provides technical support to ensure stability of the corporate networks and applications
  • Ensures compliance with corporate network and security policies and procedures
  • Diligently responds to reported incidents from the user communit
  • Installs, supports and maintains computers and networked periphera
  • Provides user support for remote offices
  • Provides assistance with hosted network providers to ensure stability and performance of the WAN/LAN networks
  • Interact with other third party application/software providers
  • Maintains accuracy of network and system documentation
  • Maintains accuracy of corporate hardware and software inventories
  • Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
  • Other related duties as assigned

Behavioural Competencies:Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.Teamwork: Working collaboratively with others to achieve organizational goals.Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus. Qualifications:

  • University degree in Computer Science or equivalent related experience
  • Technical experience or exposure of at least 2 years
  • Solid knowledge of Windows operating systems (beginning with XP) and MS Office Suite 2010 through Office 365.
  • Good understanding of current Macintosh operating systems (MacOS).
  • Good understanding of networking protocols/principles (i.e. TCP/IP, VPN)
  • Good understanding of wireless including 802.11a/b/g/n/ac and all encryption methods
  • Good understanding of cellular technologies
  • An understanding of the following is an asset: MS-Active Directory, Google Workspace, Cisco switches and VLAN concepts and VoIP technology
  • Highly motivated and willing to take initiative
  • Excellent analytical skills
  • Ability to work in a team environment or individually as required
  • Ability to travel when required (including travel to US destinations)
  • Availability to work off hours (including evenings, weekends and holidays) if necessary
  • Availability after hours (evenings, weekends and holidays) when required to resolve network, application and operational issues

Company Description:Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and X.

Porter Airlines – IT Support Technician – Toronto, ON

Company: Porter Airlines

Location: Toronto, ON

Expected salary:

Job date: Thu, 24 Jul 2025 07:11:24 GMT

Job description: Job Description:Job SummaryReporting to the Manager, Service Management the IT Support Technician is primarily required to provide assistance and support to the Porter user community, to ensure the network is available at all times and performing as reliably and efficiently as possible, and to manage and maintain inventory of our fleet of equipment. This covers level 1 and 2 technical support and problem determination including off business hour coverage.
Duties & Responsibilities

  • Provides technical support to ensure stability of the corporate networks and applications
  • Ensures compliance with corporate network and security policies and procedures
  • Diligently responds to reported incidents from the user communit
  • Installs, supports and maintains computers and networked periphera
  • Provides user support for remote offices
  • Provides assistance with hosted network providers to ensure stability and performance of the WAN/LAN networks
  • Interact with other third party application/software providers
  • Maintains accuracy of network and system documentation
  • Maintains accuracy of corporate hardware and software inventories
  • Actively participates in Porter’s Safety Management System (SMS) including, reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy
  • Other related duties as assigned

Behavioural CompetenciesConcern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.Teamwork: Working collaboratively with others to achieve organizational goals.Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.
Qualifications

  • University degree in Computer Science or equivalent related experience
  • Technical experience or exposure of at least 2 years
  • Solid knowledge of Windows operating systems (beginning with XP) and MS Office Suite 2010 through Office 365.
  • Good understanding of current Macintosh operating systems (MacOS).
  • Good understanding of networking protocols/principles (i.e. TCP/IP, VPN)
  • Good understanding of wireless including 802.11a/b/g/n/ac and all encryption methods
  • Good understanding of cellular technologies
  • An understanding of the following is an asset: MS-Active Directory, Google Workspace, Cisco switches and VLAN concepts and VoIP technology
  • Highly motivated and willing to take initiative
  • Excellent analytical skills
  • Ability to work in a team environment or individually as required
  • Ability to travel when required (including travel to US destinations)
  • Availability to work off hours (including evenings, weekends and holidays) if necessary
  • Availability after hours (evenings, weekends and holidays) when required to resolve network, application and operational issues

LocationToronto Downtown Office (250 Yonge Street) #LI-Onsite
Company DescriptionSince 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and X.

Director, Customer Support – Porter Airlines – Toronto, ON

Company: Porter Airlines

Location: Toronto, ON

Expected salary:

Job date: Thu, 17 Jul 2025 02:46:24 GMT

Job description: Job Summary:The Director, Customer Support is a leadership role responsible for the strategic direction, operational excellence, and continuous evolution of customer support functions in our contact centre. This includes leading the call center, customer relations, workforce management, and the agent training academy. It also includes supporting our partners such as our travel agencies, our codeshare and interline airlines, and airport agents. With a strong product mindset, this leader will continuously seek innovative approaches to enhance customer experience, optimize operational efficiency, and drive the evolution of service delivery, including leveraging Porter’s digital channels (web and mobile), the benefits of artificial intelligence for workforce enablement and customer interaction. Duties & Responsibilities:

  • Define and champion the customer support vision and strategy, ensuring alignment with the company’s overall business objectives and customer experience goals.
  • Oversee and optimize the performance of the contact centre, ensuring high service levels, efficiency, and customer satisfaction.
  • Lead the customer relations function, developing strategies for effective complaint resolution, service recovery, proactive customer engagement and regaining customer trust.
  • Manage the travel agency and partnership support function, fostering strong relationships and ensuring seamless service delivery to key partners.
  • Direct the workforce management team to ensure optimal staffing, scheduling, and resource allocation across all customer support channels.
  • Lead the agent training academy, developing comprehensive training programs that equip agents with the skills, knowledge, and tools to deliver exceptional service, including training on new technologies like AI.
  • Cultivate a “product mindset” within the customer support organization, continuously identifying opportunities for process improvement, technology adoption, and service innovation.
  • Evaluate and implement new technologies, including AI and automation solutions, to enhance agent productivity, improve customer self-service options, and personalize interactions.
  • Establish and monitor key performance indicators (KPIs) for all customer support functions, driving data-driven decisions and accountability for service excellence.
  • Lead, mentor, and develop a high-performing team of customer support managers and specialists, fostering a culture of continuous learning, empathy, and customer-centricity.
  • Collaborate closely with cross-functional leaders (e.g., Project and Product Management, Operations, IT, Marketing, Sales) to ensure a holistic and seamless customer journey.
  • Manage strategic vendor relationships and partnerships related to customer support technologies and outsourced operations.
  • Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

Behavioural Competencies:Concern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.Teamwork: Working collaboratively with others to achieve organizational goals.Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.People Leadership: Assuming a leadership role in helping others achieve excellent results.Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond. Qualifications:

  • Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field; MBA or equivalent advanced degree preferred.
  • 10+ years of progressive experience in customer service or customer support leadership roles, with at least 3-5 years managing multiple customer support functions or a large-scale contact centre.
  • Experience in the aviation industry, with an understanding of airline operations, customer expectations, and regulatory environments is an asset.
  • Proven track record of defining and executing successful customer support strategies that improve customer satisfaction and operational efficiency.
  • Demonstrated ability to lead and develop large teams, fostering a positive and productive work environment.
  • Strong “product mindset” with a history of identifying problems, proposing innovative solutions, and driving continuous improvement in service delivery.
  • Solid understanding of workforce management principles and technologies.
  • Demonstrated understanding of the benefits and applications of artificial intelligence (AI) in customer support and workforce management.
  • Excellent communication, interpersonal, and negotiation skills, capable of influencing at all levels.
  • Strong analytical skills with the ability to interpret complex data and make informed decisions.

Company Description:Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and X.

Job Summary

The Director of Customer Support will oversee the strategic direction and operational performance of the customer support functions at our contact center, managing areas like the call center, customer relations, workforce management, and training programs. This role will focus on enhancing customer experience and operational efficiency, utilizing innovative approaches, including digital channels and AI.

Duties & Responsibilities

  • Define and implement the customer support vision aligning it with broader business objectives.
  • Optimize contact center performance to ensure high service levels and satisfaction.
  • Develop strategies for effective complaint resolution and proactive customer engagement.
  • Manage relationships with travel agencies and partners for seamless service delivery.
  • Direct workforce management for optimal staffing across support channels.
  • Lead training initiatives to equip agents with the necessary skills, especially in new technologies.
  • Foster a product mindset for continuous improvement and service innovation.
  • Evaluate and adopt new technologies to enhance service and productivity.
  • Monitor KPIs to drive accountability in service excellence.
  • Mentor and develop a high-performing customer support team.
  • Collaborate with cross-functional leaders for a seamless customer journey.
  • Manage vendor relationships related to customer support technologies.
  • Participate in the company’s Safety Management System.

Qualifications

  • Bachelor’s degree in Business Administration or related field; MBA preferred.
  • 10+ years of experience in customer service leadership, ideally in the aviation sector.
  • Proven success in executing customer support strategies that boost satisfaction and efficiency.
  • Strong leadership abilities in developing large teams.
  • Understanding of workforce management and AI applications in customer support.
  • Excellent communication and analytical skills.

Company Description

Since 2006, Porter Airlines has provided a quality air travel experience focusing on genuine hospitality. Based in Toronto, Porter operates a North American network using its fleet of Embraer and De Havilland aircraft.

Director, Customer Support – Porter Airlines – Toronto, ON

Company: Porter Airlines

Location: Toronto, ON

Expected salary:

Job date: Thu, 17 Jul 2025 05:33:58 GMT

Job description: Job Description:Job SummaryThe Director, Customer Support is a leadership role responsible for the strategic direction, operational excellence, and continuous evolution of customer support functions in our contact centre. This includes leading the call center, customer relations, workforce management, and the agent training academy. It also includes supporting our partners such as our travel agencies, our codeshare and interline airlines, and airport agents. With a strong product mindset, this leader will continuously seek innovative approaches to enhance customer experience, optimize operational efficiency, and drive the evolution of service delivery, including leveraging Porter’s digital channels (web and mobile), the benefits of artificial intelligence for workforce enablement and customer interaction.
Duties & Responsibilities

  • Define and champion the customer support vision and strategy, ensuring alignment with the company’s overall business objectives and customer experience goals.
  • Oversee and optimize the performance of the contact centre, ensuring high service levels, efficiency, and customer satisfaction.
  • Lead the customer relations function, developing strategies for effective complaint resolution, service recovery, proactive customer engagement and regaining customer trust.
  • Manage the travel agency and partnership support function, fostering strong relationships and ensuring seamless service delivery to key partners.
  • Direct the workforce management team to ensure optimal staffing, scheduling, and resource allocation across all customer support channels.
  • Lead the agent training academy, developing comprehensive training programs that equip agents with the skills, knowledge, and tools to deliver exceptional service, including training on new technologies like AI.
  • Cultivate a “product mindset” within the customer support organization, continuously identifying opportunities for process improvement, technology adoption, and service innovation.
  • Evaluate and implement new technologies, including AI and automation solutions, to enhance agent productivity, improve customer self-service options, and personalize interactions.
  • Establish and monitor key performance indicators (KPIs) for all customer support functions, driving data-driven decisions and accountability for service excellence.
  • Lead, mentor, and develop a high-performing team of customer support managers and specialists, fostering a culture of continuous learning, empathy, and customer-centricity.
  • Collaborate closely with cross-functional leaders (e.g., Project and Product Management, Operations, IT, Marketing, Sales) to ensure a holistic and seamless customer journey.
  • Manage strategic vendor relationships and partnerships related to customer support technologies and outsourced operations.
  • Actively participate in Porter’s Safety Management System (SMS) including reporting hazards and incidents encountered in daily operations; understand, comply and promote the Company Safety Policy.

Behavioural CompetenciesConcern for Safety: Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.Teamwork: Working collaboratively with others to achieve organizational goals.Passenger/Customer Service: Providing service excellence to internal and/or external customers (passengers).Initiative: Dealing with situations and issues proactively and persistently, seizing opportunities that arise.Results Focus: Focusing efforts on achieving high quality results consistent with the organization’s standards.Fostering Communication: Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.Exemplifying Integrity: Treating others fairly, honestly, and respectfully, furthering the integrity of the organization and its relationships of trust with team members and the broader community.Inspiring Others: Energizing and inspiring others to strive for excellence and commit to common goals and purposes, creating a sense of self-efficacy, resilience, and persistence in followers.People Leadership: Assuming a leadership role in helping others achieve excellent results.Leading Change: Recognizing the need for change, being open to new ideas and methods, and championing transformational change within the organization and beyond.
Qualifications

  • Bachelor’s degree in Business Administration, Operations Management, Communications, or a related field; MBA or equivalent advanced degree preferred.
  • 10+ years of progressive experience in customer service or customer support leadership roles, with at least 3-5 years managing multiple customer support functions or a large-scale contact centre.
  • Experience in the aviation industry, with an understanding of airline operations, customer expectations, and regulatory environments is an asset.
  • Proven track record of defining and executing successful customer support strategies that improve customer satisfaction and operational efficiency.
  • Demonstrated ability to lead and develop large teams, fostering a positive and productive work environment.
  • Strong “product mindset” with a history of identifying problems, proposing innovative solutions, and driving continuous improvement in service delivery.
  • Solid understanding of workforce management principles and technologies.
  • Demonstrated understanding of the benefits and applications of artificial intelligence (AI) in customer support and workforce management.
  • Excellent communication, interpersonal, and negotiation skills, capable of influencing at all levels.
  • Strong analytical skills with the ability to interpret complex data and make informed decisions.

LocationToronto Downtown Office (250 Yonge Street) #LI-Hybrid
Company DescriptionSince 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm. Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves a North American network from Eastern Canada. Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®. Visit or follow @porterairlines on Instagram, Facebook and X.

Job Summary:

The Director of Customer Support at Porter Airlines is a key leadership role focused on the strategic management and continuous improvement of customer support operations, including the contact center and agent training. This role supports partners like travel agencies and airports, enhancing customer experience through innovative approaches, technology, and operational efficiencies.

Key Responsibilities:

  • Develop and implement the customer support vision in alignment with business objectives.
  • Optimize contact center performance for high service levels and customer satisfaction.
  • Lead customer relations efforts, focusing on complaint resolution and proactive engagement.
  • Manage partnerships with travel agencies and streamline service delivery.
  • Oversee workforce management to ensure efficient staffing and scheduling.
  • Direct agent training programs for exceptional service delivery, including technology training.
  • Promote a "product mindset" for continuous improvement and technology adoption.
  • Evaluate new technologies, particularly in AI, to enhance operations.
  • Establish KPIs for accountability and data-driven decision-making.
  • Mentor and develop a high-performing customer support team.
  • Collaborate with cross-functional teams to ensure a seamless customer journey.
  • Manage vendor relationships for customer support technologies.
  • Ensure compliance with safety management systems.

Behavioral Competencies:

  • Emphasis on safety, teamwork, customer service, initiative, results focus, communication, integrity, and change leadership.

Qualifications:

  • Bachelor’s degree in a related field; MBA preferred.
  • 10+ years of experience in customer service leadership, with 3-5 years in managing multiple functions or large-scale contact centers.
  • Experience in the aviation industry is advantageous.
  • Demonstrated ability to execute customer support strategies and lead large teams.
  • Strong analytical skills and proficiency in AI applications in customer support.

Location:

  • Toronto Downtown Office (Hybrid)

Company Overview:

Porter Airlines, established in 2006, aims to elevate air travel with genuine hospitality. It operates a North American network with a fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft and is recognized as a 4 Star Airline.