Job Title

Customer Support Engineer

Summary:

In this role, you will be taking calls directly from passengers facing agents or airport/airline helpdesks. You will react to automatically logged incidents and alerts generated by sophisticated surveillance tools. You will be required to perform incident management to restore the contracted service to a working status, change management to change the contracted service, physical support of the hardware devices at the airport and customer reporting for the contracted services.

Key responsibilities:

Incident Management

Provide telephone and chat support to customers;Log reported incidents according to incident priority definitions for the specific customer SLA;Triage all incidents, whether automatically logged by NextGen monitoring tools or manually logged;Investigate to determine the root cause using tools such as UltraVNC, Kibana, log analysis, etc;Execute required actions to recover;Update the incident management tool;Escalate high-priority incidents;Re-assign incidents determined to be outside ICM scope.

Alert Management

React to proactive alerts generated by monitoring tools within predetermined target times;Investigate the root cause of alerts;Log an incident if the alert indicates business impact;Identify and execute required actions to address the alert;Update the alert management tool with the outcome.

Field Services (LEGS)

Receive and acknowledge field services (LEGS) incidents for on-site investigation;Triage all incidents, whether automatically logged by NextGen monitoring tools or manually logged;Investigate to determine the root cause using tools such as UltraVNC, Kibana, log analysis, etc;Execute required actions to recover;Update the incident management tool;Perform proactive visual observation of supported equipment to ensure it is working as designed;Escalate high-priority incidents;Re-assign incidents determined to be outside ICM scope;Perform scheduled maintenance;Update the Preventative Maintenance sheets to record any issues discovered and perform sign-off.

Reporting:

Compile daily, weekly, or monthly operational reports for customers;Gather SLA data from various sources (incident management tools, problem management tools, and change management tools);Gather usage data from operational reporting databases;Investigate SLA deviations with a senior support engineer;Utilize the data to produce charts for the time period, as well as showing trends;Update global reporting data repositories.

About the Ideal Candidate:

Proven experience in cloud technologies and services;Exceptional communication skills, capable of effectively interacting with both technical and non-technical audiences;Strong problem-solving and analytical abilities;Proficiency in Excel;Expertise in troubleshooting Windows PCs, addressing network, software, and hardware issues;Proficient in using a ticketing system to manage and resolve Helpdesk Tickets & Service Requests;Skilled in providing technical assistance through live troubleshooting and problem isolation;Ability to install new software versions and review log and config files;Competence in performing remote troubleshooting and identifying solutions using existing guidelines and tools;Fluent English.

What we can offer you:

💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.  

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.