Tech Help Engineer - Level 1

Operating across the globe — including Europe, Australia, North America, and Canada — Travelopia is passionate about delivering extraordinary travel experiences. We take pride in offering a diverse portfolio of specialist and experiential holidays, from private jets and polar expeditions to sailing adventures and ski escapes. Together, our brands form the world’s largest provider of specialist and experiential travel, united by a shared commitment to excellence and innovation.About The RoleAs the face of Technology for our internal users, you’ll be their primary point of contact for all tech-related queries. Whether answering a quick how-to question, triaging an issue, or troubleshooting to keep systems running smoothly, you’ll be the expert our teams rely on every day.What We OfferCompetitive salary and performance-based bonus schemeFlexible working hours with a hybrid modelOpportunities to learn, grow, and collaborate with global teamsClear career progression pathwaysInclusive, supportive, and dynamic work cultureWhat You’ll DoAct as the first point of contact for all user issues and requests via phone, email, chat, or self-service.Take ownership of technical requests, documenting all details accurately in the Service Management System.Investigate and resolve first-line technical issues efficiently.Fulfil user access requests, including onboarding (account creation), offboarding (account disablement), and access modifications.Escalate complex issues to the appropriate technical teams when required.Support the Major Incident Management process, ensuring clear communication with technical teams and business stakeholders.Participate in an on-call rotation to provide out-of-hours global support.Deliver deskside support by building and configuring laptops following security and best-practice guidelines.Manage device provisioning and de-provisioning for end users.Optimise and maintain our workstation management environment.Manage user devices in our Intune environment.Design, maintain, and update workstation configurations using Autopilot and related tools.Develop and manage new GPOs/GPPs in Active Directory.Design and manage policies in Intune to enhance device security and compliance.Deploy and update applications across our environment.Maintain accurate documentation of all processes, structures, and configurations.What You’ll BringTechnical ExpertiseProven experience providing high-quality technical support with strong customer service focus.Excellent troubleshooting skills with the ability to resolve tickets quickly and efficiently.Proficiency in installing, configuring, and troubleshooting hardware and software across multiple platforms.Strong documentation and analytical skills to identify and resolve issues effectively.Experience managing user access and permissions in complex environments.Ability to stay calm under pressure and take ownership of user issues through to resolution.Hands-on experience with Active Directory, Office 365 Admin Centres, and Google Workspace (G-Suite).Support experience across mobile platforms (Android/iOS).Understanding of confidentiality and data protection best practices.Proficiency in troubleshooting Windows, macOS, Linux, iOS, and Android operating systems.Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP).Familiarity with Teams, Slack, SharePoint, OneDrive, and Office 365 applications.Awareness of common cybersecurity issues such as malware, phishing, and viruses, and ability to apply preventative measures.Communication SkillsExcellent verbal, written, and email communication skills.Ability to build positive relationships with stakeholders at all levels.Experience collaborating with international teams and global users.At Travelopia, we believe people perform their best when they can be their authentic selves. We know that diverse teams drive stronger results, and we’re dedicated to fostering an inclusive, equitable environment where everyone can thrive.If you require accommodations during the recruitment process, please let us know at: Talent@Travelopia.com