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 in the airline industry.
- Benefits: Enjoy flexible working hours, a hybrid work model, and a vibrant multicultural team.
- Other info: Opportunity for career growth in a creative and challenging environment.
- Why this job: Make a real impact by enhancing IT service delivery and supporting innovative technologies.
- Qualifications: 3-5 years in IT support, strong knowledge of Windows/macOS, and excellent communication skills.
The predicted salary is between 45000 - 55000 € 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
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 strong emphasis on work-life balance, employees are empowered to thrive both personally and professionally. The company prioritises employee growth through creative opportunities and a commitment to continuous improvement, making it an ideal place for those seeking meaningful and rewarding careers in the technology sector.
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 on LinkedIn or even in person. Let them know you're on the lookout for a Senior Engineer role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews like a pro! Research Accelya and understand their culture and values. Be ready to discuss how your experience aligns with their needs, especially in end-user technology support.
✨Tip Number 3
Show off your problem-solving skills during interviews. Share specific examples of how you've tackled IT issues in the past, especially in high-pressure situations. This will demonstrate your capability to handle the demands of the role.
✨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 and any relevant technical skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our needs. Let us know what excites you about working at Accelya!
Showcase Your Technical Skills:Be specific about your technical expertise, especially with Windows, macOS, and ITIL principles. We love seeing candidates who can demonstrate their knowledge of tools like Microsoft Intune or ServiceNow, so don’t hold back!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Accelya
✨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.
✨Showcase Your Customer Service Skills
Since this role involves a lot of end-user support, prepare examples that highlight your customer-first mindset. Think about times when you went above and beyond for a user or resolved a tricky issue efficiently.
✨Familiarise Yourself with ITIL Principles
Understanding ITIL service management principles is crucial. Be prepared to talk about your experience with ITSM platforms like ServiceNow and how you've applied ITIL best practices in your previous roles.
✨Prepare for VIP Support Scenarios
Given the responsibility for supporting VIPs and executives, think of scenarios where you had to maintain discretion and deliver high-quality service. Be ready to explain how you handled those situations and what you learned from them.
