IT Support Technician

Job Overview

As part of our Booking Holdings India team, you will have the opportunity to be a part of the world’s leading provider of online travel, with a mission of making it easier for everyone to experience the world through six-primary consumer facing brands: Booking.com, Priceline, Agoda, KAYAK, OpenTable and Rentalcars.com.

We believe that the passion and talent of our people is our strength - it is what drives us towards outstanding performance. We offer a dynamic, motivating and sophisticated work environment. We are eager to provide everyone the opportunity to learn, and develop skills in a truly world leading security practice. Our culture is open, innovative and performance orientated.

As we are looking to build our IT Support team to drive our strategy, you will be a part of a new and exciting transformation, giving you a unique opportunity to excel and make your impact on the organization. We are looking for a quality focused IT Support Technician who wishes to immerse themselves into the fast-moving dynamics of a successful and rapidly growing company. You will install, setup and troubleshoot all aspects of user desktops, software and phone systems. In your role you will help empower and grow your colleagues to maximize the talent and potential in the whole team.

What you’ll be doing:

• Provide technical support to employees of Booking Holdings brands face to face and remote through phone, chat and email.
• Use your initiative and technical knowledge to diagnose any technical support/IT problems on the desktops, laptops and phone system and provide effective resolutions or information to the user.
• Carry out local onsite maintenance tasks
• Liaise with local stakeholders upon needs to guarantee the regular running of business operations
• Proactively provide information and regular communication to users on the progress of outstanding support calls and provide an indication of timescale for resolution.
• Display knowledge of our internal organization by finding the right person that can assist in solving the issue.
• Balance and prioritize multiple tasks from different sizes and business importance.
• Document and contribute to the knowledge base.
• Prepare computer hardware
• Provide administrative maintenance on user accounts
• Engage in interaction to resolve issues together with the team.
• Contribute to Booking Holdings growth through interviewing, on-boarding, or other recruitment efforts if requested.
• Hybrid work per policy
  
  
  

What you’ll bring:

Primary Skills

• 1 to 3 years of experience including providing first line IT technical support.
• Bachelor’s degree or Diploma in a relevant field
• Advanced troubleshooting experience both on site and remote.
• Troubleshooting experience and installation knowledge of Microsoft and Apple products and applications.
• Experience with Laptop hardware troubleshooting in an enterprise environment: both Mac and Windows.
• Experience with ABM, Jamf, Autopilot, Intune suite for product registration and imaging.
• Experience with any ticketing system, preferably ServiceNow
• Experience in L1 support of standalone and network printers.
• Experience in Google Suite in an enterprise environment: Gmail, Calendar, Drive, Settings, Google Groups
• Experience in Okta identity, MFA, SSO
• Understanding of and experience with TCP-IP, LAN, WAN, Internet explorer and/or Chrome browser.
• Experience in Zoom admin
• Knowledge of ITSM: Incident management, request management
• Excellent interpersonal, communication, articulation skills
• Acceptable English language skills in English (written and verbal).
• Team player and ability to work independently with limited supervision.
• Highly disciplined and motivated: a self-starter who is able to both work independently and as a member of the team
• Motivated and happy to work in a fast paced environment
• Able to navigate ambiguities and drive for process improvement
• Constantly demonstrates ownership and proactiveness in seeking to improve and optimize in anything related to their and their team’s work.
• Business Awareness and ability to prioritize decisions in favor of the business.
• Ability to work in shifts as we scale up to support global employees.
  
  
  

Additional Preferred

• CompTia A+ certification
• ITIL 4.0 Foundation certification
• Knowledge of Microsoft Office suite
• Understanding of and experience with Active Directory and Windows Server usage, AD Domains, DNS service, DHCP service.
• Experience with mobile devices: phones and tablets.
  
  
  

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.