Amadeus Hiring for Junior Support Engineer Job at Melbourne Full Time

If you’re looking for a challenge, to be exposed to an incredibly diverse range of products, to work with a great group of people for clients all over the world, then we want to hear from you.

Purpose of the role

The Support Analyst provides shift-based technical support for various airport and airline applications used by carriers globally.
Products supported include airline booking websites, check-in kiosk, automatic bag drops, agent assisted bag drops, touchless bag tagger, passenger reconciliation, flight standards system and many more.

In this role, the successful candidate will primarily be responsible to receive incident reports by calls, emails or ticketing tools. The response and resolution of such incidents are driven by Support Analyst.

Other job activities include but not limited to are: Customer reporting, change management, monitoring alert management and general support tasks.

Main Responsibilities

Incident Management
Provide customer support by attending to any incident reports via phone calls, email or ticketing tool.
Log reported incidents in accordance with the incident priority definitions for the specific customer SLA.
Triage all incidents
Investigation, identification and analysis of the root cause
Execute the required actions to recover
Update incident management tool
Escalate high-priority incidents
Re-assignment of incidents when out of scope.

Alert Management
React to pro-active alerts generated by the monitoring tools within the pre-determine target times.
Investigate the root cause of the alerts.
Log an incident if the alert indicates business impact.
Identify and execute the required actions to address the alert.
Update the alert management tool with the outcome.

Change Management
Execute software changes to the supported infrastructure in accordance with the approved change content and change window. This includes patching and software releases.
Escalate to senior support and/or DevOps engineers should unforseen issues be encountered.
Validate the change results and post evidence on the relevant chat groups.
Issue the specified stakeholder communications before and after the change.

Reporting
Compile ad hoc or monthly operational reports for customers.
Gather SLA data from various sources (incident management tools, problem management tools and change management tools.
Gather usage data from operational reporting databases.
Investigate SLA deviations with a senior support engineer.
Utilise the data to produce charts for the time period as well as showing trends.
Update global reporting data repositories.

Documentation and Knowledge Base
Developing checklist/knowledge base for recurring problems or service requests
Documenting Service transitions and other product information necessary to provide the level of support to customers

Experience Required

• Bachelors Degree (or higher) in IT, Computer Science, Networking etc
• 1-2 years relevant part-time experience
• Understanding of the critical reliance of customers on the availability and performance of the self-service solutions that the incumbent will be supporting.
• Experience with Operating systems, networks, cloud-based systems.
• Experience with .NET, Java, SQL, other scripting languages.

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.

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