IT Support Associate

at  Expedia Group

TECHNICAL SOLUTIONS ASSOCIATE

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

EXPERIENCE AND QUALIFICATIONS:

• More than 6 months of experience in a vocational role
• High school or equivalent-related professional experience
• Experience in collecting information to understand problems and identify their origin
• Experience in implementing prescribed steps and ensuring effective resolution, escalating troubleshooting if needed
• Familiarity with cloud infrastructure services
• Knowledge of basic concepts with systems (e.g. client/server architectures, the purpose of a database, how browsers and applications interact.)
• Basic familiarity working with observability and operational tools
• Experience in generating reporting and identifying action items
• Use references for common questions
• Experience responding to queries promptly via work-approved tools (email, Slack, Excel, etc.)

TECH KNOWLEDGE:

• Basic technical troubleshooting skills.
• Knowledge of SQL and Excel is essential.

• Assist with issue or incident investigations by gathering and documenting necessary information
• Collect information to understand problems and identify their origin
• Research precedents and known solutions for basic or routine problems
• Assist with quality reporting and feedback
• Provide day-to-day technical support for complicated internal and external systems software and connectivity issues to mitigate customer impact with a goal of first contact resolution
• Implement prescribed steps and ensure effective resolution, escalating troubleshooting if needed
• Provide high-level customer service to inquiries and issues
• Learn/assist to identify or detect a known pattern that is hidden in other distracting material to understand opportunities for improving services and/or products
• Seek relevant information to ensure your understanding of complex information
• Assist team members in the creation of routine technical communication materials (e.g., policies & procedures, guidelines, presentations, messages)
• Learn to think broadly and understand how, why, and when policies/processes are standardised and when they differ across the organisation
• Execute tasks and/or provide data to support the implementation of holistic solutions that forge linkages between structure, people, process and technology