Technical Support Specialist

Job Description: Tech Support Specialist

American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 12,000 employees and operations in nearly 120 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.

We're moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients' success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the world's largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes. Get ready to make impressions that will last.

You will be providing end user support in GBT's Global technology environment, including but not limited to desktop support, network administration, and telephony. Technical Support Specialist accomplishes this by offering incident solutions in a timely manner or escalating to the appropriate Information Technology Team.

Key Responsibilities

• Provide end user support to all GBT users.
• Provide incident management for technology issues.
• Prioritization of mission critical incidents over non-mission critical incidents.
• Escalate to appropriate Information Technology team when necessary.
• Ensure incidents are resolved in a timely manner.
• Support computer hardware/software to GBT users.
• Provide vendor escalation for GBT end users.

Key Qualifications

• 3+ years of experience working in an enterprise desktop support environment with software and hardware technical issues
• Excellent interpersonal and customer service skills
• Bachelor's degree in information systems or a related field. Combination of 2 year degree in information systems and desktop support work experience also a consideration.
• ServiceNow ticket system experience
• Hardware/ Software troubleshooting and repair skills on:
  • Desktops/Laptops
  • MAC's
  • Tablets
  • Mobile phones
  • Printers
• Strong knowledge of Windows Operating systems, Office Suites, VPN, Active Directory and Exchange.
• Strong knowledge of systems and applications including Bomgar, Cisco Jabber, Zoom.
• Understanding and experience with travel related/reservation systems such as Sabre, Apollo and Galileo.
• Strong understanding of Cisco telephony system, VOIP, BES and general networking practices desired.
• Requires excellent judgment and outstanding customer service abilities to service end users.
• Self-motivated and the ability to function with minimal instruction.
• Strong interpersonal skills required to have clear and precise communication with end users during the incident management process.

Location
United States - Arizona - Phoenix

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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