Global Airport Technical Support Specialist

1 week ago

Sydney, New South Wales, Australia Amadeus Full time
Job Description

Amadeus is seeking a skilled Global Airport Technical Support Specialist to join our team. In this role, you will be responsible for providing technical support for passenger self-service products used by global airlines and airports.

Main Responsibilities:
  • You will respond to customer enquiries concerning Amadeus Self-service solutions via different channels.
  • Taking ownership of customer issues from acknowledgement through to resolution.
  • Logging 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 Ultra VNC, Kibana, log analysis etc.
  • 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.
  • Document errors and resolutions related to Amadeus Self-service 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 Role:

This role entails a rostered support of SYD T1 airport covering and handling the hardware and software incidents, replacements and maintenance.

About Us:

At Amadeus, we aspire to be a leader in Diversity, Equity and Inclusion in the tech industry. We enable 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.

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