We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there. 

TripAdvisor, the world’s largest travel site, is looking for a talented desktop support technician for a key role in the IT Support team.

The IT Support team’s responsibility is to provide gold standard end-user support and maintenance to internal employees. Support is provided both in-person and remotely and includes the support of laptop computers, mobile devices, printers, IP telephones, audio/video equipment, video conferencing systems, and the administration of our self-service portal, Exchange email and calendaring,

What you will do:

  • Provide support to a fast growing team, helping it to scale efficiently.
  • Support an O365, One Drive, Teams productivity stack and many more SAAS applications!
  • Provide premier customer service focusing on the end-user at all times.
  • Be responsive to customer service requests (managed through a highly integrated Jira service desk). Be proactive with perceived business needs and be forthcoming with ideas for team and individual improvement.
  • Support Windows 10, MacOS , iPads, and mobile phones including iPhones and Android phones.
  • Configure and deploy Windows and MacOS  through imaging technologies including PXE Boot, Autopilot, Apple DEP (JAMF) and stand-alone processes.
  • Support enterprise-level video conferencing.
  • Support Exchange email for various mail clients including MS Outlook for Windows and MacOS , Microsoft Outlook Web App.
  • Configure and support network printers for MacOS  and Windows.
  • Demonstrates Administrative skills required for interfacing and using asset tracking systems like JAMF, SCCM and Automox
  • Has the ability to work in a SAAS product environment including onboarding,  troubleshooting and administration. 
  • Basic VPN Setup and support including two factor authentication configuration and troubleshooting
  • Being part of a team maintaining our end-user self-service portal, updating it on a regular basis and pointing out areas for improvement.
  • Be capable of working individually and as part of a team.
  • Proactively address new and emerging problems.
  • Participates in writing and reviewing procedural and technical documentation (user and support facing).
  • Ability  to engage with 3rd party vendors and escalation on issues related to their products
  • Certifications or equivalent experience: Scripting Basics, Enterprise User Administrators, Fundamentals of enterprise system configuration applications.
  • Intermediate troubleshooting skills (including but not limited to): System error log analysis, VPN Connectivity issues, Network routing and subnetting, Hardware repair and support, Video hardware support and problem resolution.

 

What We Seek:

  • Is the escalation point for issues that cannot be resolved by Help Desk or Desktop Support Technicians I or II
  • Works to ensure other team members are adequately supported and trained on best customer service practices
  • Demonstrates a strong comfortability with  technical challenges are new or undocumented.
  • Desire to go above and beyond at all times to serve our customers and meet our deadlines.
  • Ability research and/or build system collection groups in a configuration system
  • Ability to apply actions to system collections
  • Develop basic scripting solutions, and use of Powershell for troubleshooting and estate management.
  • Develops changes in service, system configuration that improve operational activities
  • Proactively identifies, communicates and resolves service issues
  • The ability to remain calm in stressful situations and adapt quickly to change.
  • The ability to work independently and with limited supervision while maintaining excellent communication with teammates.
  • Exceptional time management capability to handle multiple projects and priorities in a deadline-driven environment.
  • Is the first line of escalation of issue from the Help Desks.
  • Is able to manage multiple activities as one time. 
  • Self-motivated and eager to learn new skills.
  • Flexible and open to change, adapts well to a fast-paced, ever-changing environment.
  • Grasps the essence of new information without repeated training. Recognizes their own strengths and weaknesses, pursues self-development and feedback.
  • Able to complete projects both supervised and unsupervised. Responsible for quality work while meeting deadlines.
  • Constantly self-aware and looking for opportunities to improve both personal and team processes.
  • Clear and effective communicator, able to distill information to an understandable form while communicating with end-users of various skill levels, and among various teams, levels, and locations within the organization.

What you’ll get
Highly competitive salary along with the following:

  • Annual bonus
  • Flexible working
  • Full family private medical cover
  • Full dental cover
  • Annual wellbeing allowance (e.g. gym membership)
  • Personal travel reimbursement
  • Critical illness plus full life cover
  • Fantastic career support and progression opportunities.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at greenhouse@tripadvisor.com.

 

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