Tech Help Engineer

hace 5 meses

San José, Costa Rica Travelopia A tiempo completo

**About The Role**:
The Tech Help Engineer will be the face of Technology to our users (internal users) - their main point of contact for everything they need. From a question about know-how to Triaging and solve a query, so they can continue using their systems, you are the system guide that can help them with anything and everything.

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to inspiring change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and accepting diversity in all its dimensions

Operating across the globe, including Europe, Australia, North America, and Canada, Travelopia is passionate about being the best. We pride ourselves on the unique and diverse range of holiday experiences we offer our customers. Our combined businesses are the world’s largest provider of specialist and experiential travel with a range of unique experiences, from private jets, polar expeditions, sailing, ski holidays, and more Join us. In return, you'll be rewarded with the following:
**What you will be doing**:
The Tech Help Engineer will be responsible for
- Take ownership of technical issues by gathering all relevant information and recording the detail in the Service management system.
- Investigation and resolve second-line issues.
- Request fulfilment - action and complete user access requests
- Raise more technical issues to the next lvl support teams.
- Partner concern of priority incidents as part of the incident management process.
- Major Incident Management - notification and communication to the appropriate technical teams and the business areas to investigate and resolve the issues reported.
- Participate in the on-call rota for out-of-hours support (if required).
- Deskside support, build corporate-specific laptops following standard security and best practice procedures and provide a provisioning and de-provisioning service to our end-user compute colleagues.
- The technology landscape is always changing, so a desire and ability to continuously learn and stay up to date with the latest security a technology trends and threats are essential.

**What we are looking for**:
**Technical Expertise**
- Provide top-quality support with a high degree of customer service, technical expertise, and timeliness.
- Strong Solve/Customer services skills to promptly respond to tickets and questions.
- Install, configure, and solve hardware and software on end-user devices.
- Good ability to document processes and the ability to departmentalise problems.
- Experience in user access management and responsibilities.
- An ability to work under pressure and take ownership of tasks and customer issues.
- Active Directory, Office 365 Admin Centres, and G-Suite administration as well as knowledge of Teams, Slack, SharePoint, OneDrive, Office 365 Applications,
- Provide end-user support for mobile devices across multiple platforms (Android/iOS).
- Maintains confidentiality regarding the information being processed, stored, or accessed on the network.
- A demonstrable understanding of various network protocols, operating systems, databases, and how they interact is crucial.
- Knowledge of cloud platforms and services and an understanding of different types of malware, threats, and vulnerabilities are also vital.
- Should understand risk management and prioritisation principles and be able to conduct security audits and vulnerability assessments. Knowledge of programming or scripting languages (like Python, Bash, or PowerShell)

**Communication**:

- Experience working with international team members is an added advantage.

**Working with us**:

- Competitive salary
- Various employee discounts and benefits
- Contributory Pension scheme
- Career progression opportunities

Please note that for all benefits, details were accurate as of the date of publication. Any changes will be advised to you upon your start with the Company.

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations to participate in the recruitment and selection process, attentive advise us. Our hiring team will work with you to provide suitable accommodations in a timely and confidential manner. Information received will be handled with the utmost discretion.

LI-AC1 #LI-ONSITE

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