Customer Support Engineer

<p><b><span>Job Title</span></b></p>Customer Support Engineer<p><b>Summary:</b></p><p></p><p>In this role, you will be taking calls directly from passengers facing agents or airport/airline helpdesks. You will react to automatically logged incidents and alerts generated by sophisticated surveillance tools. You will be required to perform incident management to restore the contracted service to a working status, change management to change the contracted service, physical support of the hardware devices at the airport and customer reporting for the contracted services.</p><p></p><p><b>Key responsibilities:</b></p><p></p><p><b>Incident Management</b></p><ul><li>Provide telephone and chat support to customers;</li><li>Log reported incidents according to incident priority definitions for the specific customer SLA;</li><li>Triage all incidents, whether automatically logged by NextGen monitoring tools or manually logged;</li><li>Investigate to determine the root cause using tools such as UltraVNC, Kibana, log analysis, etc;</li><li>Execute required actions to recover;</li><li>Update the incident management tool;</li><li>Escalate high-priority incidents;</li><li>Re-assign incidents determined to be outside ICM scope.</li></ul><p></p><p><b>Alert Management</b></p><ul><li>React to proactive alerts generated by monitoring tools within predetermined target times;</li><li>Investigate the root cause of alerts;</li><li>Log an incident if the alert indicates business impact;</li><li>Identify and execute required actions to address the alert;</li><li>Update the alert management tool with the outcome.</li></ul><p></p><p><b>Field Services (LEGS)</b></p><ul><li>Receive and acknowledge field services (LEGS) incidents for on-site investigation;</li><li>Triage all incidents, whether automatically logged by NextGen monitoring tools or manually logged;</li><li>Investigate to determine the root cause using tools such as UltraVNC, Kibana, log analysis, etc;</li><li>Execute required actions to recover;</li><li>Update the incident management tool;</li><li>Perform proactive visual observation of supported equipment to ensure it is working as designed;</li><li>Escalate high-priority incidents;</li><li>Re-assign incidents determined to be outside ICM scope;</li><li>Perform scheduled maintenance;</li><li>Update the Preventative Maintenance sheets to record any issues discovered and perform sign-off.</li></ul><p></p><p><b>Reporting:</b></p><ul><li>Compile daily, weekly, or monthly operational reports for customers;</li><li>Gather SLA data from various sources (incident management tools, problem management tools, and change management tools);</li><li>Gather usage data from operational reporting databases;</li><li>Investigate SLA deviations with a senior support engineer;</li><li>Utilize the data to produce charts for the time period, as well as showing trends;</li><li>Update global reporting data repositories.</li></ul><p></p><p><b>About the Ideal Candidate:</b></p><ul><li>Proven experience in cloud technologies and services;</li><li>Exceptional communication skills, capable of effectively interacting with both technical and non-technical audiences;</li><li>Strong problem-solving and analytical abilities;</li><li>Proficiency in Excel;</li><li>Expertise in troubleshooting Windows PCs, addressing network, software, and hardware issues;</li><li>Proficient in using a ticketing system to manage and resolve Helpdesk Tickets &amp; Service Requests;</li><li>Skilled in providing technical assistance through live troubleshooting and problem isolation;</li><li>Ability to install new software versions and review log and config files;</li><li>Competence in performing remote troubleshooting and identifying solutions using existing guidelines and tools;</li><li>Fluent English.</li></ul><p></p><p><b>What we can offer you:</b></p><ul><li>💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.</li><li>🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.</li><li>🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.</li><li>🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.</li><li>🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.</li><li>🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and c