Airport IT Support Analyst

Amadeus; Taguig; Hybrid; PHP 350,000 - 550,000; Full time

Job summary

Amadeus is hiring an Airport IT Support Analyst in Taguig. You will respond to customer inquiries, own issues through resolution, and lead investigations while escalating complex incidents as needed.

You will apply proactive problem management, document resolutions, and develop new support models with the team. A degree in IT/CS and IT certifications are valuable, with hybrid onsite 2–3 days weekly.

Qualifications

• IT or CS degree or equivalent work experience.
• IT certifications such as CompTIA A+ and ITIL Fundamentals are a plus.
• Knowledge of Windows and Linux; VMware and Citrix experience preferred.
• Experience with remote management/deployment tools (SimpleHelp, iTarian, Comodo); SQL and Splunk advantageous.
• Strong written and spoken English; good communication in a multicultural setting.
• Structured, detail-oriented, proactive and collaborative.

Responsibilities

• Respond to customer inquiries concerning Amadeus Airport IT solutions.
• Take ownership of customer issues from acknowledgement through to resolution.
• Lead investigations, keep customers updated, ensure timely resolution.
• Escalate incidents outside team scope to higher-level groups or providers.
• Apply proactive problem management and anticipate potential incidents.
• Document errors and resolutions related to Airport IT solutions.
• Create and update support documentation.
• Work with the customer service design team to develop new support models and processes.
• Deliver training of Airport IT solutions to customers, partners, and colleagues.

Skills

English proficiency

Analytical thinking

Communication skills

Customer service orientation

Team player

Multitasking

Education

Degree in IT or computer science/engineering

IT systems, CompTIA A+ and ITIL Fundamentals certifications (plus)

Tools

Windows

Linux

VMware

Citrix

SimpleHelp

iTarian

Comodo

SQL

Splunk

Batch files

PowerShell

Job description

Job Title

Airport IT Support Analyst

• Respond to customer inquiries concerning Amadeus Airport IT solutions
• Take ownership of customer issues from acknowledgement through to resolution
• Lead the investigation, keep customers up to date on the progress, and make sure that all issues are resolved within a given timeframe
• Escalate incidents that are outside the scope of team responsibilities to higher-level support groups within Amadeus or to external service providers
• Apply proactive problem management and anticipate potential incidents
• Document errors and resolutions related to Airport IT solutions
• Create and update support documentation
• Work with the customer service design team to develop new support models and implement new customers
• Deliver training of Airport IT solutions to customers, business partners, and colleagues

In This Role You’ll

• Respond to customer inquiries concerning Amadeus Airport IT solutions
• Take ownership of customer issues from acknowledgement through to resolution
• Lead the investigation, keep customers up to date on the progress, and make sure that all issues are resolved within a given timeframe
• Escalate incidents that are outside the scope of team responsibilities to higher-level support groups within Amadeus or to external service providers
• Apply proactive problem management and anticipate potential incidents
• Document errors and resolutions related to Airport IT solutions
• Create and update support documentation
• Work with the customer service design team to develop new support models and implement new customers
• Deliver training of Airport IT solutions to customers, business partners, and colleagues

About The Ideal Candidate

• Degree in IT or computer science/engineering and/or relevant work experience.
• Certification in IT Systems, CompTIA A+ and ITIL Fundamentals is a plus.
• Knowledgeable in the following: Windows operation system, Linux is a plus, Virtual machine solutions such as VMware, Citrix, Machine duplication and imaging.
• Experience in Remote management and deployment software. SimpleHelp, iTarian or Comodo is a plus. Network assessment, and troubleshooting. Databases and database engines. SQL and Splunk are a plus. Understanding on batch file, powershell scripts are a plus
• Strong command of spoken and written English. Other languages are beneficial.
• Structured and clear written and verbal communication.
• Flexibility to work on multiple projects simultaneously and adjust to changing requirements.
• Problem-solving approach with the ability to find alternative solutions.
• Able to understand customers’ needs and resolve conflicts.
• Strong analytical skills, methodical and structured. Attention to details, team player, proactive and quick in action
• Flexibility and desire to work in a multicultural environment.
• Availability to work from 1PM to 10 PM or other shift as required by the business including weekends, and holidays as part of a global follow-the sun support team.
• Can work on a Hybrid work setup (2-3 days a week onsite)

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. 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.