L2 Support Analyst

Job Description:

Job TitleL2 Support Analyst
Summary

As a Technical Support Analyst , you will deliver timely assistance to clients using Amadeus Hospitality products, ensuring smooth functionality and issue resolution. You'll investigate and escalate technical incidents, enhance support processes, contribute to knowledge base improvements, and communicate effectively with stakeholders. Success requires strong analytical and communication skills, solid hospitality systems knowledge, and a commitment to customer-focused service.

Key Responsibilities
* Analyze and resolve issues from Amadeus product users within agreed service levels; respond to requests on system functionalities, status, downtime, installations, and error messages;
* Investigate and recover incidents using knowledge solutions; escalate complex cases to 3rd-level teams or external providers and follow up;
* Maintain problem tracking records and work orders;
* Coordinate new customer implementations and modifications;
* Process ad-hoc database updates per procedures and schedules;
* Contribute to internal documentation and support tools;
* Provide customers with updates on critical problems;
* Drive improvements to knowledge solutions and support processes to accelerate resolution times; act as subject matter expert.

About the Ideal Candidate
* Degree in business, operations, engineering, IT, or related field (preferred).
* 5+ years in Customer Service/Technical Support/IT Support with problem-solving focus.
* Hospitality industry knowledge.
* Strong technical aptitude: SaaS, cloud concepts, Microsoft OS, open-source platforms; SQL, Azure, XML, API, HTML, Java, Angular, .NET experience a plus.
* Balanced technical and customer service skills.
* Strong problem-solving, time management, and communication skills.
* Highly motivated, able to work independently and in teams.
* Flexible to work rotating shifts, including weekends, for global support.

What we can offer you:
* 💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including bonus, equity, pension plan, travel, life and healthcare insurance, as well as lunch and transport allowance and other benefits.
* 🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
* 🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
* 🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
* 🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
* 🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
* 📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
* 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
#LI-EMEA

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity, Equity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience. 

Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.