Technical Support Engineer

FCM is one of the world s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

About The Opportunity

The Technical Support Engineer serves as end users Corporate Technology point of contact and plays a critical role in providing advanced technical assistance, issue resolution, and service requests to customers or clients. This position requires a higher level of expertise compared to 1st level support and involves dealing with more complex and escalated problems/service requests.

Key duties & responsibilities:

Corporate Technology Support

• Investigate, analyse, diagnose, and resolve incidents within SLAs.
• Understand, replicate, provide relevant findings regarding incident to Level 3/Vendor for further investigation, fixes.
• Ascertaining and analysing the root cause of incidents to determine how these problems can be solved or be prevented from occurring.
• Break down problems or processes into their constituents parts, identify causes and effects patterns and analyse problem to arrive to an appropriate solution.
• Effectively update on the status of critical problems to the business and keep them informed on the progress, through effective communication.
• Understanding service requests requirements and being able to perform required changes with correct expectations.
• Create, update, and maintain knowledge articles/documentation database in Salesforce portal.
• Create, maintain team process documentation in team repository.
• Proactively help to ideate and propose solutions to increase team efficiency.
• Train Level 1 and Peers through knowledge sharing.
• Manage escalations effectively, proactive monitoring of follow-ups with respective parties.

Technical Competency

• Develop strong understanding of the product, service, or technology to perform troubleshooting procedures, system architecture, common technical issues, service requests.
• Continuous learning on new technologies as and when deployed.
• Attend meetings as required to provide technical expertise.

Soft Skills Competency

• Develop Problem Solving skills to be adept at analysing complex problems, identifying their root causes, and devising effective solutions. This may involve collaborating with other team members or researching solutions independently.
• Develop Communication skills to have effective communication when explaining technical concepts and solutions to customers who might not have a technical background. Clear and concise communication helps customers understand the steps they need to take to resolve their issues.
• Develop a strong partnership with peers and internal stakeholders, including Global teams.

We d love to hear from you if you have...

• Proven ability to analyse logs, error messages, and system outputs to diagnose incidents.
• Strong problem-solving, communication, collaboration skills.
• Travel industry experience, preferably in any travel technology role.
• Understanding of the travel industries & key contacts.
• IT Degree or Diploma is desirable.