At a Glance
- Tasks: Provide top-notch technical support and manage end-user devices in a dynamic environment.
- Company: Join Accelya, a leading global software provider for the airline industry.
- Benefits: Enjoy flexible working hours, hybrid work options, and a vibrant multicultural workplace.
- Other info: Be part of a creative culture that values innovation and personal growth.
- Why this job: Make a real impact in the airline industry while enhancing your tech skills.
- Qualifications: 3-5 years in IT support, strong knowledge of Windows/macOS, and excellent communication skills.
The predicted salary is between 40000 - 50000 € per year.
For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.
Role Purpose
As an End User Support Engineer, you will provide front-line primary technical support to end users in the region on various IT issues and problems relating to hardware, software and other infra, following ITSM process. Also responsible for preparing laptops, documenting issues into KB docs and resolving service tickets within SLA. Will be also responsible for supporting new office setup, office movements, onboarding/offboarding employees, asset management and DR in the region.
Duties & Responsibilities
- Provision, image and configure end-user devices including laptops, desktops and mobile devices, ensuring all hardware and software is deployed to standard and ready for use.
- Provide first and second-line technical support for end-user hardware, software, network connectivity and application issues, diagnosing and resolving faults efficiently and within agreed SLAs.
- Manage user account lifecycle including new user setup, profile configuration and access management, ensuring compliance with security and IT policies.
- Deliver VIP and executive support, maintaining a high standard of service and discretion for senior stakeholders.
- Log, track and manage all incidents and service requests through the ITSM platform following ITIL best practices, ensuring accurate records and timely resolution or escalation.
- Collaborate with Service Desk, Enterprise Applications and Security teams to investigate and resolve escalations, outages and cross-functional issues.
- Identify opportunities to improve IT service delivery processes, contributing to service enhancement projects and supporting the rollout of new technologies and change implementations.
- Maintain and contribute to the knowledge base, documenting common issues, resolutions and procedures to improve self-service capability and team knowledge.
Required Experience & Skills
- 3–5 years of experience in an end-user support, IT support or desktop engineering role within a global technology or professional services environment.
- Strong technical knowledge of Windows and macOS operating systems, device imaging, Office 365 and common enterprise applications.
- Experience with endpoint management platforms such as Microsoft Intune or equivalent for device deployment, configuration and patch management.
- Good working knowledge of ITIL service management principles, with experience using an ITSM platform (ServiceNow or equivalent) for incident and request management.
- Strong communication and interpersonal skills with a genuine customer-first mindset and the ability to engage confidently with stakeholders at all levels including senior leadership.
- Bachelor's degree in IT, Computer Science or a related field; ITIL Foundation certification preferred.
Preferred Experience & Skills
- Experience using Microsoft Copilot or equivalent AI-powered tools to improve IT support productivity, including AI-assisted troubleshooting, knowledge base creation and end-user communication.
- Familiarity with ServiceNow AI or equivalent for intelligent incident classification, automated resolution suggestions and self-service portal optimisation.
- Experience supporting VIP or executive users in a fast-paced global organisation, with a track record of delivering discreet, high-quality and responsive service.
- Knowledge of IT security best practices relevant to end-user computing, including endpoint protection, identity management (Azure AD/Entra ID or equivalent) and acceptable use policy enforcement.
What do we offer?
- An open culture with a creative and challenging opportunity to satisfy your intellectual needs.
- Flexible working hours.
- Smart working: a hybrid remote/office working environment.
- Work-life balance.
- An excellent, dynamic and multicultural environment to work in.
About Accelya
Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.com.
Senior Engineer - End User Technology employer: Accelya Services India
Accelya is an exceptional employer that fosters a dynamic and multicultural work environment in Windsor, UK, where innovation meets collaboration. With flexible working hours and a hybrid remote/office model, employees enjoy a healthy work-life balance while engaging in meaningful projects that drive the airline industry forward. The company prioritises employee growth through continuous learning opportunities and a supportive culture, making it an ideal place for those seeking to advance their careers in technology.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Engineer - End User Technology
✨Tip Number 1
Network, network, network! Reach out to your connections in the industry and let them know you're on the lookout for opportunities. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews like a pro! Research Accelya, understand their values, and be ready to discuss how your skills align with their mission. Practise common interview questions and have your own questions ready to show your interest.
✨Tip Number 3
Showcase your technical skills! If you’ve got experience with Windows, macOS, or any endpoint management tools, make sure to highlight that during your conversations. Real-world examples of how you've solved problems can really impress.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining the team at Accelya.
We think you need these skills to ace Senior Engineer - End User Technology
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Engineer role. Highlight your experience with end-user support, ITIL principles, and any relevant technical skills. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how you can contribute to our team. Be sure to mention any specific experiences that relate to the job description.
Showcase Your Technical Skills:In your application, don't forget to showcase your technical knowledge of Windows, macOS, and endpoint management platforms. We love seeing candidates who can demonstrate their expertise in these areas!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Accelya Services India
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Windows and macOS operating systems, Office 365, and endpoint management platforms like Microsoft Intune. Be ready to discuss how you've used these tools in past roles, as this will show your expertise and confidence.
✨Showcase Your Customer-First Mindset
Accelya values a genuine customer-first approach, so prepare examples of how you've provided exceptional support to end users. Think about specific situations where you went above and beyond to resolve issues or improve user experience, especially for VIPs or senior stakeholders.
✨Familiarise Yourself with ITIL Principles
Since the role involves following ITSM processes, it’s crucial to understand ITIL principles. Be prepared to discuss how you've applied these in your previous roles, particularly in incident and request management using platforms like ServiceNow.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle high-pressure situations. Practice articulating your thought process when diagnosing and resolving technical issues, as well as how you would manage user account lifecycles and ensure compliance with security policies.
