Airline IT Support Associate (IT Digital Systems)

1074 Amadeus Marketing Philippines Inc.; Makati; On-site; PHP 469,000 - 714,000; Full time

Benefits offered by this job

Flexible working model

Health benefits

Bonus opportunities

Caregiving benefits

Job summary

Amadeus Airline IT Support Associate role based in Makati, Philippines, provides second level support for Amadeus solutions and acts as a bridge to 3rd level groups. The incumbent will monitor, investigate, and resolve incidents and service requests while keeping customers updated on progress.

The ideal candidate has a Bachelor's in IT or related field, 1–2 years in a HelpDesk, and strong English communication to assist both internal and external users with Amadeus products and system

Qualifications

• Bachelor's Degree in Information Technology or equivalent.
• 1–2 years' experience in a HelpDesk role or equivalent.
• Strong English verbal and written communication.

Responsibilities

• Provide proactive monitoring, and consulting services to preempt problems within Amadeus solutions.
• Respond to customers’ questions concerning Amadeus Solutions to ensure high satisfaction.
• Analyze, diagnose and correct problems within defined service levels for fast recovery.
• Troubleshoot client environments using system & network tools to diagnose communication problems.
• Log all questions and issues into the problem tracking system and assist 3rd level groups.

Skills

HelpDesk

Customer Support

English proficiency

Problem solving

Education

Bachelor's Degree in Information Technology or equivalent

Job description

Job Title Airline IT Support Associate (IT Digital Systems)

Summary of the Role

The Amadeus Airline Resolution Center acts as the 2nd Level Service Desk to support Amadeus’ internal and external customers who use Amadeus Solutions. The Amadeus Airline Support Center is a Single Point of Contact, within the Amadeus Central Organization, for troubleshooting, investigating and resolving more complex Incidents, Service Requests, Amadeus Global Operations liaison and handling phone calls. The in-cumbent serves as an investigative functional and technical engineer and as an escalation to other 3rd level group.

Key Responsibilities

• Provide proactive monitoring, and consulting services to preempt problems within Amadeus solutions, gather own evidence, investigate, and create incident records to resolve the problems before the customer is aware.
• Respond to Amadeus customers’ questions concerning Amadeus Solutions (functionality, application, interactions between different solution components, etc.) to ensure highest customer satisfaction.
• Analyze, diagnose and correct problems within defined service levels using the appropriate skills and tools, focusing on superior quality, and ensuring highest possible first contact resolution to ensure fastest recovery of service and highest customer satisfaction.
• Troubleshooting of client environment using system & network tools (GoToAssist, 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 including research and development.
• Coordinate investigation of serious and critical problems with expert groups with the objective of achieving fastest possible restoration of service.
• Provide Account Management services to key accounts to ensure their incidents have continuous follow up until resolution, handle on demand escalations, and conduct customer meetings to keep customer up to date on their incidents and proactive measurements taken.
• 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.
• Provide out-of-hours services to manage client needs (migration, support).
• Escalate the resolution of appropriate issues to 3rd level groups.
• Develop a detailed functional knowledge of specific applications.
• Analyze existing Knowledge Solutions to known problems and suggest improvements as necessary.
• Create missing solutions in order to facilitate knowledge transfer.

About the Ideal Candidate

• Bachelors Degree in Information Technology or equivalent course
• 1 to 2 years’ experience in HelpDesk position; or equivalent experience in Application Maintenance & Support
• Good English verbal and written communication skills with a demonstrated problem-solving ability
• Ability to learn Amadeus products, solutions, and system interactions to respond accurately to customer questions.

What we can offer you

• A critical mission and purpose - At Amadeus, you'll power the future of travel with a critical mission and extraordinary purpose.
• 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, from on-the-job training to formal activities, and daily interactions.
• A caring environment – Amadeus fosters a caring environment that supports both professional growth and personal well-being.
• A complete rewards offer - Amadeus provides attractive compensation packages, including salary, bonus, caregiving and health benefits.
• A flexible working model - Embrace our flexible working model, enabling you to excel wherever and however you work best.
• A diverse, and inclusive community – We are committed to enabling each employee to reach their full potential by fostering a culture of belonging and fair treatment.
• A Reliable Company - Trust and reliability are fundamental to shaping our relationships with customers, partners, and employees.

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Diversity & Inclusion

Amadeus aspires to be a leader in Diversity 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 and committed to an accessible recruitment process. 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.

As part of our global team of 20,000+ passionate team members across 100+ locations, you’ll join a community united by a love for travel and technology.

We’re not just shaping the future of travel; we’re using it as a force for good, enriching lives and supporting our planet. Here, you’ll be free to innovate and grow with driven colleagues. Join us on a journey where you will help us bring the world closer!