Associate IT Support Engineer

Description

Who we are : Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3000 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada ,Poland, Greece, India and Montevideo .

Position Summary

• As a member of the IT Support Team, the role is focused on diagnosing and resolving end-user PC/Applications problems, and fulfilling IT support related requests, for the Etraveli team globally.
• The job includes receiving, prioritizing, documenting, and actively resolving end user support and helpdesk requests.
• The role focuses heavily on providing excellent customer service. The candidate must be capable of processing a high volume of work and achieving successful resolution of a wide variety of issues in a timely manner.
  
  

Job Responsibilities

• Windows operating system installation and configuration, support and maintenance including user account and machine account maintenance on Windows servers
• Hardware installation, maintenance, and repair including desktop PCs, laptops, tablets, smartphones, and peripherals
• Network Connectivity Support (Basic Connectivity Support for all End-User Devices - Wired and Wireless)
• Basic understanding of VDI, Virtual machine, Terminal pc/applications, thin clients.
• Manage IT asset inventory and documentation.
• End user support through remote tools.
• Manage support on IT services desk ticketing tools and maintain SLA.
• Applications users account management support.
• Respond to customer's calls, emails, Support tickets and act accordingly regarding issues.
• Monitoring Server & client performance, Alerts, logs and provide possible solutions.
• Monitor & maintain network-related activities including LAN and WAN.
• Any other assignment was given by the Department Head/Designee.
• Take care of user onboarding and offboarding for IT related tasks.
  
  

Requirements

• Strong troubleshooting, diagnosing skills to resolve technical issues.
• 3-5 years of experience in a similar role.
• Knowledge of computer hardware and network troubleshooting.
• Great analytical and problem-solving skills help in resolving the issue faster.
• Should have knowledge of any IT support/Service desk tool (Ex. Jira, Zendesk).
• Understanding of Basic applications and tools like MS office, PDF, File archive, backup tools, email, O365/G-suite.
• Good knowledge of Windows Server and Active Directory.
• Good verbal and written communication skills.
• Understanding of basic networking concepts like LAN, WAN, Router, switches, APs, etc.
• Ability to learn and work on changing technologies.
• Qualification: Graduation + Any Technical certification (MCP, MCSC, MCSA, Linux, Hardware and Networking)