About The Role
As the face of Technology for our internal users, youll be their primary point of contact for all tech-related queries. Whether answering a quick how-to question, triaging an issue, or troubleshooting to keep systems running smoothly, youll be the expert our teams rely on every day.
What We Offer
- Competitive salary and performance-based bonus scheme
- Flexible working hours with a hybrid model
- Opportunities to learn, grow, and collaborate with global teams
- Clear career progression pathways
- Inclusive, supportive, and dynamic work culture
- Act as the first point of contact for all user issues and requests via phone, email, chat, or self-service.
- Take ownership of technical requests, documenting all details accurately in the Service Management System.
- Investigate and resolve first-line technical issues efficiently.
- Fulfil user access requests, including onboarding (account creation), offboarding (account disablement), and access modifications.
- Escalate complex issues to the appropriate technical teams when required.
- Support the Major Incident Management process, ensuring clear communication with technical teams and business stakeholders.
- Participate in an on-call rotation to provide out-of-hours global support.
- Deliver deskside support by building and configuring laptops following security and best-practice guidelines.
- Manage device provisioning and de-provisioning for end users.
- Optimise and maintain our workstation management environment.
- Manage user devices in our Intune environment.
- Design, maintain, and update workstation configurations using Autopilot and related tools.
- Develop and manage new GPOs/GPPs in Active Directory.
- Design and manage policies in Intune to enhance device security and compliance.
- Deploy and update applications across our environment.
- Maintain accurate documentation of all processes, structures, and configurations.
Technical Expertise
- Proven experience providing high-quality technical support with strong customer service focus.
- Excellent troubleshooting skills with the ability to resolve tickets quickly and efficiently.
- Proficiency in installing, configuring, and troubleshooting hardware and software across multiple platforms.
- Strong documentation and analytical skills to identify and resolve issues effectively.
- Experience managing user access and permissions in complex environments.
- Ability to stay calm under pressure and take ownership of user issues through to resolution.
- Hands-on experience with Active Directory, Office 365 Admin Centres, and Google Workspace (G-Suite).
- Support experience across mobile platforms (Android/iOS).
- Understanding of confidentiality and data protection best practices.
- Proficiency in troubleshooting Windows, macOS, Linux, iOS, and Android operating systems.
- Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP).
- Familiarity with Teams, Slack, SharePoint, OneDrive, and Office 365 applications.
- Awareness of common cybersecurity issues such as malware, phishing, and viruses, and ability to apply preventative measures.
- Excellent verbal, written, and email communication skills.
- Ability to build positive relationships with stakeholders at all levels.
- Experience collaborating with international teams and global users.
If you require accommodations during the recruitment process, please let us know at: Talent@Travelopia.com
