IT Support Engineer

The Company

"People don't take trips – trips take people" …

… and we're in the business of planning and organising trips all over the globe for almost half a million travellers each year.

We're G2 Travel, a wholesale tour operator with a network of offices spanning Asia, the Middle East, Europe and North America.

We're not a corporation and don't behave like one – results are achieved through collaboration and teamwork – a place where everyone gets noticed.

We believe that work should be enjoyable, stimulating and fun

The Role

The employee will work as part of the IT Operations - Service Delivery team, supporting both local staff and a globally distributed user base. Occasionally can be involved in projects regarding implementing technology changes across the organisation.

Key Activities:

• Provide first and second line technical support;
• Take ownership of assigned calls from the initial allocation of the task through to resolution;
• Troubleshoot basic network issues such as LAN, Wi-Fi, and network cable issues;
• Proactively escalate issues as appropriate to meet any agreed SLAs or processes;
• Update or create support documentation or knowledge base articles to assist team members and customers;
• Liaise with 3rd party vendors;
• Build PCs/laptops and troubleshoot hardware problems;
• Repair and replace damaged computer and network components;
• Provide network equipment and operating systems support in different platforms;
• Deploy new IT equipment as part of the management of migrations, movers, starters, and leavers processes;
• Continually look for ways to improve the Service Delivery working practices and processes;
• Handle and track IT Assets;
• Support IP Telephony and communications;
• IT infrastructure and support service project work;
• Installing, configuring, and maintaining software and hardware components of computer and network systems;
• Ensuring the security of client and server computers by installing and upgrading antivirus and firewall software;
• Provide mentorship and technical guidance to juniors;
• Lead or co-lead technical projects and local infrastructure upgrades, including planning, implementation, and documentation;
• Conduct root cause analysis on recurring technical issues and recommend improvements;
• Enforce IT policies, procedures, and compliance with security best practices;
• Serve as an escalation point for high-priority or complex incidents requiring in-depth troubleshooting.

The Requirements

Technical Competencies:

• Relevant IT Service Delivery experience or IT Desktop Support Experience;
• Excellent troubleshooting and problem-solving skills;
• Strong knowledge of Microsoft based Operating Systems - emphasis on Windows 10 & 11;
• Experience in either Google Workspace or Microsoft 365 cloud services;
• Google Workspace and Microsoft desktop apps mixed environment experience an advantage;
• Using & troubleshooting Outlook 2010/2016/2019 - permissions, calendar sharing, delegation etc;
• Sound knowledge of User & Security Groups and Active Directory Administration;
• Experience supporting Desktop, Laptops, Multi-Functional Devices and Software with skills in a windows OS;
• Basic TCP/IP knowledge;
• Remote Desktop Services;
• Have a reasonable working knowledge of computer networking principles;
• Familiarity with ITIL framework an advantage.

Personal Competencies:

• Flexible and adaptable to changing priorities with a positive 'can do' attitude;
• Resourceful and practical with an ability to respond positively and quickly to technical and business challenges;
• Be able to work independently, prioritising workload and key business activities;
• Be able to recognise the need for escalation either to peers, internal teams, or external vendors;
• Eager to learn new skills;
• Able to work as an individual and as part of a team;
• Great attention to detail and time management skills;
• Ability to work under pressure;
• Good organisational skills;
• Able to prioritise large workloads;
• Be flexible and adaptable to changing priorities;
• Be good at planning and organising their own time and able to meet targets and deadlines without supervision;
• Good written and verbal English communication skills essential;
• Highly customer focused and service oriented with both internal and external customers.

The Deal

Commitment, loyalty and passion are the qualities that we admire the most. In return for that we offer:

• Competitive salaries which reflect the importance of these roles and your experience.
• Salaries are reviewed and discussed annually and can increase significantly according to experience.
• A genuine commitment to recognise your achievements.
• Hard work deserves a break, so we offer 15 days annual leave each year plus all public holidays.
• First class office environment which is a safe, comfortable, stimulating and fun place to be.
• Medical cover on Day 1 of employment
• We want you to eat well, so we offer you a rice allowance.
• Competitive transportation allowance
• Opportunities to travel at discounted prices and clothing allowance