Tech Help Engineer Level 1

at  Travelopia

ABOUT THE ROLE

The Tech Help Engineer will be the face of Technology to our users (internal users) - their main point of contact for everything they need. From a question about know-how to Triaging and solve a query, so they can continue using their systems, you are the system guide that can help them with anything and everything.
Operating across the globe, including Europe, Australia, North America, and Canada, Travelopia is passionate about being the best. We pride ourselves on the unique and diverse range of holiday experiences we offer our customers. Our combined businesses are the world’s largest provider of specialist and experiential travel with a range of unique experiences, from private jets, polar expeditions, sailing, ski holidays, and more Join us. In return, you’ll be rewarded with the following:

WHAT YOU WILL BE DOING:

The Tech Help Engineer will be responsible for…

• Act as the partner concern point of contact, handling (Telephone calls, Email, Chat services, and Self Service) all issues and requests collaborated with the Service Desk concerning InfoSec-related work items.
• Take ownership of technical issues by gathering all relevant information and recording the detail in the Service management system.
• Investigation and resolve second-line issues.
• Request fulfilment – action and complete user access requests
• Raise more technical issues to the next lvl support teams.
• Partner concern of priority incidents as part of the incident management process.
• Major Incident Management – notification and communication to the appropriate technical teams and the business areas to investigate and resolve the issues reported.
• Participate in the on-call rota for out-of-hours support (if required).
• Deskside support, build corporate-specific laptops following standard security and best practice procedures and provide a provisioning and de-provisioning service to our end-user compute colleagues.
• The technology landscape is always changing, so a desire and ability to continuously learn and stay up to date with the latest security a technology trends and threats are essential.