Job Description

Tech Help Administrator - Seattle Location: Bangalore, India Division: Group Tech Sector or Brand: Travelopia Function: Information Technology Contract type: Permanent (Seattle Work Hours) Company Overview Travelopia is headquartered in the UK and is one of the world’s leading specialist travel groups providing customers with unique travel experiences. This includes adventure travel, safaris, private jet, and polar expeditions, tailor-made luxury holidays, yacht, and riverboat charter holidays, educational and sporting-based school trips, corporate hospitality, and sporting event fan travel. The role Travelopia is looking for a Tech Help Administrator to be responsible for the IT support and assistance in our Seattle office – Headquarters for TCS World Travel, just off the Olympic Sculpture Park. This hands-on Tech Help Administrator will be required to make technical decisions and work closely with cross-functional IT and Operational teams. Our ideal Tech Help Administrator will be a technically competent self-starter with strong communication skills. The candidate must be able to work with multiple project teams and have great poise when working with end users. What you’ll be doing:

• Provide top-quality support with a high degree of customer service, technical expertise, and timeliness.
• Research, resolve, and respond to tickets and questions in a timely manner.
• Provide direct and indirect first-level technical support and be a point of contact for all end-user computer systems, printers, and user account-related issues.
• Work with minimal supervision and be able to debug, diagnose, and resolve problems reported.
• Provide first-level support for the phone system, and handle phone provisioning for new users.
• Active Directory administration including user account creation and modification.
• Sets appropriate customer expectations and fulfills customer commitments.
• Has the ability to make technical analyses and provide recommendations.
• Provide feedback for potential changes; identify opportunities to gain efficiencies and/or improved delivery of service.
• Ability to be on call and function in a 24/7 environment.
• Apply software patches and upgrades for workstation systems.
• Works closely with division engineers as remote hands for network and server-related issues.
• Maintains documentation and conducts periodic audits to ensure policies and standards are adhered to.
• Ability to mentor/coach end users on the successful use of computer assets and applications.
• Attend and actively participate in IT Dept. meetings.
• Maintains confidentiality with regard to the information being processed, stored, or accessed on the network.
• Provide end-user support for mobile devices (Smartphones/Tablets) across multiple platforms (Android/iOS).
• Troubleshoot and assist end users with application use, features, and settings for both PC and mobile applications.

What we are looking for: Technical skills:

• 3 to 4 years of hands-on technical experience in a Client-Server business network.
• Good experience in working on any ticketing tool.
• Experience and knowledge of troubleshooting Microsoft Windows and Mac OSX Operating Systems.
• Good experience in Active Directory Administration and PC troubleshooting is essential.
• Knowledge of Microsoft Office suite applications.
• Good understanding of basic networking and server architecture (TCP/IP, DNS, DHCP, and Active Directory).
• Knowledge of Teams, Slack, SharePoint, OneDrive, Microsoft Azure, and Office 365 is a plus
• Need to have a good customer-facing experience and resolve issues.

Personal qualities

• Transparent
• Problem-solving and getting things done
• Ability to work well within a globally diverse team.
• Stay calm under pressure
• Self-starter
• Ability to self-manage and stay on task
• Excellent in professional verbal (English), written, and e-mail communication.
• Service-minded
• Must be able to work with multiple project teams and have great poise when working with end users.

Minimum education

• Any Bachelor's degree with relevant IT Support experience.
• Any relevant certification focused on continual improvement and growth will be recognized.

Additional Notes:

• This role would require you to work in Seattle hours.
• Ability to be on call supporting customers based on their needs keeping time differences in mind.

Working with us: Operating across the globe including Europe, Australia, North America, and Southeast Asia, we’re passionate about being the best and pride ourselves on the unique and diverse range of holiday experiences we offer our customers. Join us and in return, you'll be rewarded with:

• Competitive salary
• Bonus scheme
• Flexible working hours and a hybrid working model
• Wider scope for learning, working with teams across the globe
• Career progression opportunities