Job Title

Product Support Engineer

Purpose of the Role

Recover functional and technical Incidents and Requests regarding hardware and software related systems or escalate them to resolver groups within Amadeus or to Third Parties involved in the service provided.

This is a position based in Manchester Airport. You need to be located in the area of Manchester, or willing to relocate.

Common Accountabilities

• Has the required technical/functional knowledge and experience in own discipline. Knowledge of the Amadeus business and how it is related to own area.
• Works using existing procedures or guidelines and provides inputs to support/influence area decisions. Makes recommendations on new solutions and proposes improvements by analyzing different sources of information.
• Works with a moderate level of guidance and direction from manager.

Specific Accountabilities

• Provide support in areas of personal computers/servers/mainframe applications, data/voice network, and ERP systems
• Acquire, install, and upgrade PC components & software and planning for/responding to service outages.
• Respond to user requests to research complex problems associated with the organization's telecommunications networks (voice and/or data).
• Provide real-time end user ERP systems support, problem identification, and training to facilitate knowledge transfer and prevent problem reoccurrence and knowledge transfer
• Respond to and diagnose problems through discussion with users, which includes troubleshooting, fault rectification, and problem escalation.
• Provide effective and timely resolution of users’ problems, queries, or complaints.
• Assist in hardware and software evaluation and recommends upgrades or improvements to IT infrastructure.
• Respond to Amadeus customers' questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
• Acknowledge, investigate, and when possible recover incidents within service levels using knowledge solutions.
• Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
• Provide Amadeus customers with updates on the status of critical problems. Suggest improvements to Knowledge Solutions database.