Airline IT Support Specialist

Amadeus; Bogotá ciudad; Hybrid; COP 55,000,000 - 85,000,000; Full time

Benefits offered by this job

Competitive remuneration

Annual bonus

Vacation and holidays

Health insurance

Hybrid work in Bogota

Job summary

Amadeus is seeking an Airline IT Support Analyst to deliver high-quality functional and technical support to our airline customers. The role sits in the Airline Support Centre, acting as a 2nd level service desk to troubleshoot and resolve incidents, liaising with Global Operations and 3rd level resolver groups.

You will respond to questions about Amadeus Solutions, investigate cases using logs and network tools, and communicate updates to customers.

Qualifications

• Excellent English verbal and written communication skills with a demonstrated problem-solving ability.
• Bachelor's degree in IT.
• Experience with Amadeus Airlines Products or in Tourism/Airlines industry at airport settings.
• Communication & information gathering skills from listening/questioning techniques to delivery of presentations internally as well as towards Amadeus customers.
• Ability to investigate cases by correlating application behaviour, application logs and configuration setup to customer questions.
• Accountability, Autonomy and Proactivity to provide customers with a high level of continuous service and support, while managing priorities.
• Positive and collaborative attitude, willing to relate and work closely with all stakeholders.
• Can effectively adapt to different situations and demands.

Responsibilities

• Acknowledge, investigate and when possible, recover incidents within service levels using knowledgeable solutions.
• Respond to Amadeus customers’ questions concerning Amadeus Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.
• Troubleshooting of client environment using system & network tools (PING, TRACERT, LOGS) to help diagnose and/or correct communication problems for those products that are reliant on specific protocols, ports and network settings that may affect the applications behavior.
• Log all customer questions and issues into the problem tracking system tool and assist 3rd level groups with investigation and identifying root cause of problem.
• Assist investigations of serious and critical problems with expert groups with the objective of achieving the fastest possible restoration of service.
• Activate on-call for escalation of serious and critical problems outside of normal working hours.
• Provide Amadeus’ customers with updates on the status of critical problems in order to keep them informed on the progress.
• Build and develop a professional and productive working relationship with Global Operations and Research & Development 3rd level resolver groups, Account Managers, Product managers, Implementation, or external service providers to meet customer expectations regarding the resolution of issues / service requests.
• Develop a detailed functional knowledge of specific applications plus a broad knowledge of system architecture, processing, and system assumptions. Maintain an up-to-date knowledge of operational standards, help desk methodologies, technical trends, and innovations in the industry

Skills

Excellent English communication

Education

Bachelor's degree in IT

Job description

Amadeus is seeking an Airline IT Support Analyst to deliver high-quality functional and technical support to our airline customers. The role sits in the Airline Support Centre, acting as a 2nd level service desk to troubleshoot and resolve incidents, liaising with Global Operations and 3rd level resolver groups.

You will respond to questions about Amadeus Solutions, investigate cases using logs and network tools, and communicate updates to customers.