Tech Help Engineer - Level 1

Operating across the globe, including Europe, Australia, North America, and Canada, Travelopia is passionate about being the best. We pride ourselves on the unique and diverse range of holiday experiences we offer our customers. Our combined businesses are the world’s largest provider of specialist and experiential travel with a range of unique experiences, from private jets, polar expeditions, sailing, ski holidays, and more.

About The Role: Be the main contact for internal users, assisting with questions, prioritising and resolving issues promptly.

What we’ll offer:

• Competitive salary
• Various employee discounts and offers
• Contributory Pension scheme
• Career progression opportunities

What you’ll do: As a Tech Help Engineer, you will be responsible for:

• Serving as the point of contact for addressing all issues and requests reported to the Service Desk regarding InfoSec-related work items.
• Taking ownership of technical issues by capturing all relevant information and recording the detail in the Service management system.
• Investigating and resolving second-line issues.
• Fulfilling requests by actioning and completing user access requests.
• Advancing more technical issues to the appropriate support teams.
• Managing the handling of critical issues related to priority incidents within the incident management process.
• Handling Major Incident Management notifications and communication to the appropriate technical teams and business areas to investigate and resolve reported issues.
• Participating in the on-call rota for out-of-hours support (if required).
• Offering deskside assistance, assembling corporate-specific laptops according to standard security procedures, and managing end-user compute colleagues' service provisioning and de-provisioning.
• Being flexible in a 24/7 global support environment.
• Continuously learning and staying up to date with the latest security and technology trends and threats.

What we are looking for:

• Provide top-quality support with a high degree of customer service, technical expertise, and timeliness.
• Strong troubleshooting and customer service skills to promptly respond to tickets and questions.
• Install, configure, and troubleshoot hardware and software on end-user devices.
• Strong capability to detail processes and compartmentalize issues.
• Experience in user access management and responsibilities.
• Ability to work under pressure and take ownership of tasks and customer issues.
• Active Directory, Office 365 Admin Centres, and G-Suite administration.
• Provide end-user support for mobile devices across multiple platforms (Android/iOS).
• Maintain confidentiality regarding the information being processed, stored, or accessed on the network.
• Knowledge of Teams, Slack, SharePoint, OneDrive, Office 365 Applications.
• Strong understanding of various network protocols, operating systems, databases, and how they interact.
• Knowledge of cloud platforms and services and an understanding of different types of malware, threats, and vulnerabilities.
• Understanding of risk management and prioritisation principles and ability to conduct security audits and vulnerability assessments.
• Knowledge of programming or scripting languages (like Python, Bash, or PowerShell).
• Ability to gather, analyse, and apply information about threat actors and their tactics, techniques, and procedures (TTPs).

• Strong verbal, written, and email communication skills.
• Ability to engage with various levels of collaborators and knowledge.
• Experience working with international collaborators is an added advantage.

We believe people thrive when they can bring their true selves to work, and we know that diverse teams achieve the best results. We are committed to building a diverse, equitable, and inclusive environment where everyone can succeed. Travelopia is dedicated to maintaining an inclusive work environment for all. If you require any accommodations during the recruitment process, please contact us at: Talent@Travelopia.com