Product Support Engineer

Common accountabilities

• Has the technical and functional knowledge needed in their discipline, including understanding how Amadeus business activities connect to their area of work.
• Works with existing procedures and guidelines and contributes insights to support area decisions. Suggests new solutions and improvements by reviewing and interpreting different sources of information.
• Works with a moderate level of guidance and direction from their manager.

Specific accountabilities

• Provide support across personal computers, servers, mainframe applications, data and voice networks, and ERP (Enterprise Resource Planning) systems.
• Acquire, install, and update PC components and software, and assist with planning for and responding to service disruptions.
• Respond to user requests and investigate issues related to telecommunications networks (voice or data).
• Provide timely ERP systems support, identify issues, and offer guidance to help prevent recurrence and encourage shared knowledge.
• Diagnose issues through discussions with users, including troubleshooting, issue resolution, and escalation when appropriate.
• Provide accurate and timely responses to users' questions, concerns, or service-related issues.
• Support hardware and software evaluation and suggest improvements to IT infrastructure when relevant.
• Respond to customer questions about Amadeus Products and Solutions, including functionality, applications, and interactions between components.
• Acknowledge, investigate, and when possible resolve incidents within agreed service levels using available knowledge solutions.
• Escalate incidents outside the team's scope to third-level resolver groups within Amadeus or to external service providers and follow up as needed.
• Offer status updates on significant issues to Amadeus customers.
• Suggest updates and improvements to the Knowledge Solutions database.

Do you have experience in ERP systems?

* Leaders in revolutionizing the travel industry through innovative, end-to-end solutions. * A global team combining expertise, reliability, and cutting-edge technology to transform traditional travel processes. * Continuously growing and expanding with the latest technological advancements, including a fully cloud-native platform Our Mission: * Provide seamless travel experiences that benefit both travelers and businesses through advanced technology. * Deliver faster, more flexible solutions to airlines, hotels, travel sellers, and corporations worldwide. * Shape the future of travel by optimizing the travel ecosystem with data-driven services and innovative solutions., * A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits. * A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture. * Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues. * A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment. * A flexible working model - We want our employees to do their best work, wherever and however it works best for them. * A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization. * A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees. * A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose., Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.