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IT Technical Support Technician

Expedia

Expedia

IT, Customer Service
Gurugram, Haryana, India
Posted on Wednesday, January 24, 2024

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IT Technical Support Technician


Expedia IT (eIT) is looking for a dynamic individual capable of thriving in a fast paced and high stress environment as an IT Support Technician. You are a highly top-tier IT professional capable of providing desktop support for Expedia Group business offices across several locations in APAC

What you will do:

  • Researches precedents and known solutions for complex problems. Recommends solutions to prevent reoccurring problems.

  • Implements solutions and ensures effective resolution using standard practices and previous experiences, escalating troubleshooting if needed.

  • Broad knowledge of infrastructure services.

  • Understands the concepts of managing infrastructure with code.

  • Able to configure or operate cloud infrastructure through automation or code.

  • Understands moderately complex systems.

  • Has a deep understanding of observability and operational tools including interacting using Infrastructure as Code.

  • Tests and monitors their own code.

  • Has moderate strength in at least one language.

  • Is familiar with simple API and data access patterns and integration.

  • Understands software development theory and design.

  • Proficient developing in continuous deployment and integration environments.

  • Understands how team goals fit a business need.

  • Investigates critical incidents and drafts concise, balanced, and evidence-based reports on findings.

  • Leads improvements of chronic issues or product opportunities through data analysis by partnering with key stakeholders.

  • Leads actions around improving customer and employee satisfaction, and supports the data collection and analysis process.

  • Gathers pertinent information and provides guidance about a problem by analyzing data and patterns and identifying underlying issues.

  • Implements solutions based on advanced knowledge of standard practices and previous experiences; escalates complex or unprecedented issues and needed.

  • Collaborates and leads investigations with others across disciplines to brainstorm and execute solutions to the most complex, uncommon problems.

  • Participates in development of information technology and infrastructure projects.

  • Develops/maintains support documentation for use by all levels of support personnel.

  • Helps coordinate stakeholder input and collaboration efforts when developing solutions to issues.

  • Detects complex patterns (a figure, object, word, or sound) that are hidden in other distracting material to understand opportunities for improving services and/or products.

  • Breaks down complex information (e.g., legal, operational risk, and regulatory data) into understandable terminology and actionable concepts.

  • Uses technical knowledge and expertise to generate comprehendible, broadly-applicable communications based on new and non-typical data.

  • Designs differentiated technical communications (content focus, style, presentation, etc.) for various internal and external audiences based on an understanding of their differing levels of familiarity with technical language.

  • Reports clearly on current work status.

  • Asks challenging questions when empowered to do so.

  • Facilitates collaboration with different stakeholders with varied perspectives to develop effective solutions to issues.

  • Strives for optimum organizational efficiency by applying systems thinking across boundaries and making recommendations about policies/ processes.

  • Takes a whole systems approach to analyze issues and implements holistic solutions by ensuring that linkages between structure, people, process and technology are made.

  • Leverages an advanced knowledge of statistical concepts to identify data variances and offer solutions.

  • Identifies areas where efficiency and process improvement are needed within their own work area.

  • Develops the business functions, standards, and procedures.

  • Able to articulate and present process improvement ideas to the wider business.

  • Applies new ideas or approaches to own work to enhance outputs.

  • Collaborates with team members to co-develop and solve problems.

  • Proactively reaches out to meet peers across environment and collaborates to solve problems.


Who you are:

  • You will provide IT Desktop support to the relevant End-user community in the location/region based, this includes all desktop computing hardware and software and peripherals.

  • Makes timely and accurate diagnosis of system related problems and settling between hardware, software and network related problems, and work in conjunction with the Global Service Desk and other IT operations/engineering groups to provide resolution.

  • You will be required to lead problem resolution activities to get technology incidents and problems resolved.

  • Be expected to take ownership for assigned incidents and problems, and contact required resources both inside and outside the company necessary to resolve the problem, with minimum supervision.

  • You will respond to request for service with experience and compliance in established time limits.

  • Develops/maintains support document for use by all levels of support personnel as well as end-user documentation.

  • Identifies and solves any problems that affect desktop computer operating systems and troubleshoots routine problems and maintenance of systems.

  • Trains employees and orients them on how to use computer hardware and software applications.

  • Maintains other relevant computer peripheral devices such as Monitors, Printers, Video teleconferencing problems.

  • Supports drive imaging for desktop/laptop systems.

  • Incumbent is required to travel to satellite locations as needed

  • Participates in weekly meetings with Global Service Desk staff to get updates and discuss Help Desk related matters.

  • Committed to all components of Corporate IT availability as they will act as both an incident and problem manager for any issues impacting our remote offices.

  • Some shift work may be required, and weekend work is needed for projects

  • Performs other duties as assigned.

Who you are:

You'll fit into this role if you have:

  • Minimum 5 years of experience in 1st/2nd/3rd level Corporate IT support, gained in a multi-site IT operations environment

  • Holder of a bachelor’s degree or above in the Information Technology (IT) area.

  • Excellent English written and verbal communications skills.

  • Demonstrable experience of configuring and administrating servers, workstations/laptops and associated software

  • Excellent problem-solving skills, ability to take ownership of the work assigned, and deliver results timely, expertly and correctly.

  • Experience working on small projects and delivering against timelines.

  • Excellent organizational, communication, and technical skills with a strong customer service orientation.

  • You should be self-managed and a self-starter with a positive attitude.

  • Have working knowledge across all the IT disciplines including hardware, software, telephony, video teleconferencing, and connectivity.

  • Able to perform root cause analysis. Capable of dedicatedly recommending effective courses of action, communicate resolution, policy and procedures to the various IT partners, management, and end user population.

  • Proven time management and delegation skills.

  • Ability to establish good relationships with individuals at the supervisor/team manager level.

  • Ought to be dynamic, creative and capable of garnering the respect and high-level trust required by the help desk and IT teams for this position to be successful.

  • Ability to communicate effectively with both technical and non-technical teams

  • Ability to work independently while collaborating with remote teams

Preferred but not required:

  • Experience with Service Now ITSM Tools

  • Microsoft Certified Systems Engineer (MCSE)

  • A+ Certification

  • Cisco CCNA certification

  • ITIL Foundation Certificate

  • Experience working with Active Directory, domain services and back office/infrastructure application installation and support

  • Knowledge of server and network communications equipment, protocols (i.e. DNS and TCPIP), transmission media, security and network management practices

  • Knowledge in storage and backup technologies.

  • Experience with Windows 2000, XP and 2007 Server Operating systems and associated applications

  • Experience with Lenovo parts ordering and hardware repairs

  • Experience supporting MAC OS and MAC hardware (Mac Book Air, Mac Book Pro

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.