Customer Support Engineer - Self-Service

Job Title

Customer Support Engineer - Self-Service

Job Advert Template · External Job Title: Customer Support Engineer

Position type: Customer Support Engineer – Self Service

Location: San Jose, Costa Rica (Hybrid)

About Your Business Area/Department:

Amadeus is growing in the Airport IT domain that represents a significant potential for diversification and company growth.

Amadeus designs, develops and delivers, in close partnership with customers, multiple applications to manage flight operations, process passengers and process baggage. Amadeus solutions enable our customers to handle efficiently ground operations with thousands of persons being synchronized through complex processes.

· Summary of the role:

An Support Engineer is under training, mentorship and development to grow into the po-sition of providing shift-based technical support for Airport IT products used by global air-lines and airports.

· In this role you’ll:

Incident Management.

· Provide telephonic, email and chat support to customers.

· Provide support on more complex issues and/or issues escalated by junior support engineer

· Log reported incidents in accordance with the incident priority definitions for the specific customer SLA.

· Triage all incidents (whether automatically logged by the NextGen monitoring tools, or manually logged).

· Investigate to determine the root cause using tools such as UnltraVNC, Kibana, log analysis etc.

· Execute the required actions to recover.

· Update incident management tool

· Escalate high-priority incidents as per escalation processes.

· Re-assign incidents determined to be outside Amadeus scope.

Alert Management.

· React to pro-active alerts generated by the monitoring tools within the pre-determined 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.

· Follow up on unresolved alerts

Field Services (LEGS).

· Receive and acknowledge field services (LEGS) incidents for on-site investigation.

· Triage all incidents (whether automatically logged by the NextGen monitoring tools, or manually logged).

· Investigate to determine the root cause using tools such as UnltraVNC, Kibana, log analysis etc.

· Execute the required actions to recover.

· Update incident management tool.

· Perform pro-active visual observation of the supported equipment to ensure it is working as designed.

· Escalate high-priority incidents.

· Re-assign incidents determined to be outside Amadeus scope.

· Perform scheduled maintenance.

· Update the Preventative Maintenance sheets to record any issues discovered and to perform signoff.

Troubleshooting.

· Have the ability to look into advanced issues on self-service equipment.

· Be able to look through logs to fix issues.

· Have some scripting know-how to troubleshoot scripts and sometimes write them.

· Knowledge of the Electrical and control equipment on our self-service equipment.

High Sev incident management

· Know how to handle a P1/P2 incident by following the incident management process.

· Be knowledgeable enough to provide technical information to contribute to the issue.

· Stay on the technical bridge (If needed) and contribute to the resolution of the issue.

Ideal Candidate:

· Studying towards a bachelor’s degree (or higher) in IT, Computer Science, Mechatronics, Electrical Engineering, Networking etc.

· 1-year relevant experience (can be casual/part-time)

What we can offer you:

· Get rewarded with competitive remuneration, individual and company annual bonus, vacation and holiday paid time off, health insurances and other competitive benefits.

· Professional development to broaden your knowledge and enhance your skills with on-line learning hubs packed with technical and soft skills training that allow you to de-velop and grow.

· Enter a diverse and inclusive workplace, join one of the world’s top travel technology companies and take on a role that impacts millions of travelers around the globe.

Application process:

The application process takes no longer than 10 minutes! Create your candidate profile, upload your Resume/CV and apply today!

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential