IT Specialist

Peterborough, ON (Canada)

Lufthansa InTouch is the Competence Center for Customer Service for Lufthansa Group with seven centers worldwide. For the LH InTouch office in Peterborough, ON we are looking for an IT Specialist as of now. In the role you will be responsible to support the global Home Based Agent (HBA) environment. Across the world, HBA’s are servicing Lufthansa Group passengers from the comfort of their home and you will ensure that their work experience in terms of the IT infrastructure is excellent.  

In this position you are in close contact with the LH InTouch IT teams across the world to manage, maintain and support the global HBA solution.

Your tasks:

  • You provide end user level support for all HBAs globally
  • The global HBA solution is maintained and administered by you
  • You ensure that Service Level Targets within the internal IT helpdesk and compliance with ICT standards and processes are achieved
  • A comprehensive reporting is developed and provided with your input
  • Sub projects/tasks to further implement the HBA solution globally are owned and managed by you

Your profile

  • Previous experience in a virtual IT environment (ideally across several countries)
  • Well-developed knowledge of ICT infrastructure, planning and development as well as telecommunication (voice and data networks) technology
  • Ideally a good understanding and experience in supporting Genesys service center environments (Genesys SIP) and Security environments (RSA, Active Directory, VPN)
  • Ability to work in a virtual team
  • Well-developed planning and organizational skills
  • Self-motivated and proactive


What we offer:

  • A unique team spirit and culture: we are the best at being In Touch!
  • Amazing flight privileges for you and your immediate family/friends
  • Exchange programs between locations around the world
  • Flexible work arrangements in coordination with the team

Your benefit

  • Flexible working hours
  • Flight discounts
  • Discounts / shopping facilities
  • Employee events (summer festivals, participation in sports competitions etc)
Flexible working hours Flexible working hours
Flight discounts Flight discounts
Discounts / shopping facilities Discounts / shopping facilities
Employee events (summer festivals, participation in sports competitions etc) Employee events (summer festivals, participation in sports competitions etc)

About Global Tele Sales of Canada, Inc.

We at Lufthansa InTouch are at the centre of Lufthansa’s service excellence. Being the innovative Customer Service provider for the Lufthansa Group, we specialize in customer care in air travel. Our multicultural, multilingual teams operate from seven Service Centres worldwide. Working together as one global team, we provide five star services for passengers flying with airlines of the Lufthansa Group. Besides offering Business-2-Customer services, Lufthansa InTouch designs innovative and cost effective operational solutions for a select portfolio of business clients.
Please apply via under the job number P0321V010
If this is you, please apply online.