Senior IT Support Engineer

About Us

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar. Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services. We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages. We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world's leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

We are seeking a Senior IT Support Engineer to serve as the primary point of contact for all IT matters across the EMEA region. This role requires a hands-on, solutions-focused professional with strong customer service skills and a passion for learning and implementing new technologies. You will take ownership of issues end-to-end, ensuring timely and high-quality resolution. This position offers the opportunity to enhance and evolve IT services across EMEA, delivering value through both day-to-day support and continuous improvement initiatives. It is well suited to an experienced IT support professional looking to expand their regional scope and strategic impact. You will report to the Global IT Service Lead in Shanghai and collaborate closely with international teams to implement best-practice IT solutions while maintaining exceptional service standards.

Please note: this role is fully onsite, based in our London office five days per week.

In this Role, you'll get to:

• Ensure stable IT operations for Trip.com internal users across the EMEA region, maintaining agreed SLAs.
• Respond to internal IT requests in a timely manner, including installation and troubleshooting of application systems, client software and hardware (Windows/Mac, network, printers, VPN, video conferencing, etc.).
• Act as the primary IT point of contact for regional stakeholders, collaborating closely with local management to improve user satisfaction.
• Manage the full lifecycle of IT assets, including device inbound/outbound, inventory management, warehouse coordination and audits.
• Maintain and update internal technical documentation to ensure clarity and effectiveness.
• Support compliance with information security policies, including oversight of security systems, server room operations and environmental monitoring.
• Liaise with external suppliers and vendors as required.
• Lead or support office IT setup, system upgrades and technology refresh projects, ensuring timely and high-quality delivery.
• Provide out-of-hours support (evenings/weekends/holidays) where required to ensure business continuity.
• Drive IT service improvements and automation initiatives (including AI tools) to enhance operational efficiency.
• Based in London, with responsibility for remote EMEA support and occasional regional travel.

What you'll Need to Succeed:

• Bachelor's degree in a computer-related discipline (or equivalent experience).
• Minimum 5 years' experience in IT support and operations; team management experience is highly preferred.
• Proven experience supporting Windows and Mac OS environments.
• Strong knowledge of core office systems (M365, DNS, email, printing, file sharing, VPN, video conferencing).
• Experience working with ITSM systems and established IT service processes.
• Basic network troubleshooting knowledge and understanding of security systems and server room operations.
• Experience managing office IT setup or system upgrade projects.
• Strong planning and organisational skills, with a proactive, user-focused service mindset.
• Familiarity with AI tools within IT services or knowledge base development.
• Experience managing Microsoft 365 and Intune.
• Fluent written and spoken English. Added bonus of Mandarin proficiency for regular communication with Shanghai HQ.

Why Trip.com Group:

We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respects team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrating your success by recognising the progress you have made.

What's more? Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions. Internal transfer is encouraged, and global job rotation programme enables you to pursue a global career path and make a global impact. We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise. We encourage flexible work arrangements. Have fun with company-sponsored greetings and activities at holidays, birthdays, and colourful team events.

Find out more job opportunities at https://careers.trip.com. Have a good trip, and see you soon!