Senior Engineer - End User Support (Enterprise End-User Services)

For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster. 

Location: Miami, FL

Scheme: Hybrid

What will you do?

• Laptop Imaging -Install and configure computer hardware, operating systems and applications.
• Monitor and maintain computer systems and networks.
• Set up new users' accounts and profiles and deal with password issues.
• Provide support and convey resolutions to customer issues following ITIL process.
• Troubleshoot system and network problems, diagnosing and solving hardware or software faults.
• Track, route and redirect problems to correct resources.
• Delivery of IT services and VIP support functions to ensure optimal service.

• Ensure systems, procedures, and methodologies support outstanding service delivery.
• IT communications regarding IT activities and maintenance.
• Technical troubleshooting and issue remediation for end user systems and technologies.
• Support and deliver end user service enhancements and design and drive change implementations.
• Work with Service Desk, Enterprise Applications, Security and other teams to identify and resolve escalations and outages.
• Assess and identify solutions for advanced customer inquiries and seek to optimize IT Service Delivery processes.
• Provide consultation and support to business users regarding IT Service operations.
• Work with Business/IT/users to research solutions for existing service improvements or any new service launch.
• Follow up with customers, provide feedback and see problems through to resolution.
• Utilize excellent customer service skills and exceed customers' expectations.
• Ensure proper documentation and help create KB documents for common problems.
• Recommended procedure modifications or improvements were necessary.
• Preserve and grow your knowledge of IT support procedures, products and services.

What do you need to know?

• At least 4-6 years of experience in a cross-cultural, multi-national environment performing end user support duties in a large complex network environment including good knowledge of Microsoft M365 and AD technologies.
• Expertise in supporting End User Computing hardware and software, including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, VDI etc.
• Experience working in an end-user desktop support role or computer operations environment required.
• Experience working in Windows OS, Microsoft Office – O365 and M365 products.

• Experience in Patch management, printer / peripheral device troubleshooting.
• Experience in documenting, tracking and monitoring incidents and problem to ensure a timely resolution in IT Service Management ticketing systems.
• Must have deep subject manner expertise in hardware, peripherals and enterprise software support, reimage and data migration, break-fix, international travel support, device back-up and restore, mobility, email, IMACs (installs, moves, adds, changes) and ad-hoc support for technology users.
• Experience using Active Directory, SCCM\ManageEngine, Intune – Mobile device management TCP/IP, DNS and DHCP, JAMF, VPN, Security tools like Sentinel One, TrendMicro, and similar tools to support first contact resolution.
• Experience in the full lifecycle of end user devices, including provisioning, monitoring, remote managing, re-imaging, de-provisioning, and retiring.
• Must be able to manage and organize your own workload and utilize your resources to ensure executive issues and requests are resolved.
• Proven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environment.
• Experience following policies and guidelines on security and confidentiality.
• Focused team player with strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives.
• Excellent communication, interpersonal and analytical skills.
• Experience performing system administration responsibilities within an enterprise environment and supporting end-to-end technology services and solutions.
• Experience supporting Audio Video Conferencing technology and Live Meeting Streaming.
• PowerShell scripting background and ITIL Knowledge and ITSM Tools like ServiceNow, ServiceDesk experience.
• Strong ability to communicate effectively (oral & written).
• Reliable and cooperative team player.
• Excellent customer service even during tough situations.
• Attention to detail, well organized, and able to set priorities.
• Ability to work independently in absence of daily supervision, exercising sound judgment and initiative.
• Ability to perform successfully in a fast-paced, intellectually intense, service-oriented multicultural environment.

Preferred Experience & Skills

• Expert use of ServiceNow AI or equivalent, Microsoft Copilot and Claude/ChatGPT or equivalent for AI-powered IT service desk automation, intelligent incident resolution and self-service IT support for advanced infrastructure management, AI-assisted automation and intelligent operations

• Proficiency with generative AI (Claude, ChatGPT or equivalent, Copilot) for technical design documents, architecture decisions and team knowledge management
• Understanding of how AIOps and AI-powered automation are transforming enterprise IT operations at scale
• Experience using Microsoft Copilot for Microsoft 365 and AI-powered self-service tools to reduce IT support contacts and improve end-user productivity

Educational Requirements

• BA/BS/BE/B.Tech degree in a technical area (Computer Science, Cyber Security, etc.).
• Microsoft Certified Desktop Support Technician Certification or equivalent.
• ITIL certification is good to have
• IAT II certification (CompTIA Security+ CE, SSCP, CCNA, or equivalent required at start)

What do we offer?

• Open culture and challenging opportunity to satisfy intellectual needs
• Flexible working hours; Work-life balance
• Smart working: hybrid remote/office working environment
• Excellent, dynamic and multicultural environment

About Accelya
Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.com

What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!