Airline IT Support Specialist - Hybrid (2nd/3rd Line)

Amadeus-038955bc; Puerto Bogotá; Hybrid; COP 48,000,000 - 72,000,000; Full time

Benefits offered by this job

Competitive pay

Annual bonus

Vacation and paid time off

Health insurance

Hybrid work Bogotá

Job summary

Amadeus is seeking an IT Support Analyst to provide high-quality functional and technical support for airline customers using Amadeus products. The role sits in the Airline IT Support Analyst team, acting as the 2nd Level Service Desk and coordinating with Global Operations and 3rd level resolver groups to resolve incidents and keep customers informed.

You will troubleshoot client environments, document issues in the tracking system, and participate in on-call escalations outside normal hours.

Qualifications

• Excellent English verbal and written communication skills.
• Bachelor's degree in IT.
• Experience with Amadeus Airlines Products or in Tourism/Airlines industry at airport settings.

Responsibilities

• Acknowledge, investigate and recover incidents within service levels.
• Respond to questions concerning Amadeus Solutions to ensure customer satisfaction.
• Troubleshooting using system & network tools to diagnose communication problems.
• Log all questions in the problem tracking system and assist 3rd level groups.
• Assist investigations of serious problems with expert groups for fastest restoration of service.
• Activate on-call for escalation outside normal hours.
• Provide customers with updates on critical problems and progress.
• Develop relationships with Global Operations, R&D resolver groups, Account Managers, and other stakeholders.
• Develop detailed functional knowledge of applications and broad system architecture knowledge.

Skills

English language proficiency

Amadeus Airlines product experience

Education

Bachelor's degree in IT

Job description

Amadeus is seeking an IT Support Analyst to provide high-quality functional and technical support for airline customers using Amadeus products. The role sits in the Airline IT Support Analyst team, acting as the 2nd Level Service Desk and coordinating with Global Operations and 3rd level resolver groups to resolve incidents and keep customers informed.

You will troubleshoot client environments, document issues in the tracking system, and participate in on-call escalations outside normal hours.