Product Support Engineer

Amadeus Hospitality; Greater London; Hybrid; GBP 30,000 - GBP 45,000; Full time

Job summary

A global travel technology company is seeking a Product Support Engineer based in Greater London. This role involves providing comprehensive technical support for hardware and software systems across various UK airports. The successful candidate will collaborate with internal teams and external partners to resolve incidents and improve IT infrastructure. Additionally, the company offers a supportive work environment with a flexible working model, commitment to diversity, and opportunity for continuous learning.

Benefits

Attractive remuneration packages

Flexible working model

Health and life insurance

Lunch and transport allowance

Opportunity for continuous learning

Qualifications

• Experience supporting hardware and software systems.
• Ability to diagnose and resolve technical issues in a timely manner.
• Familiarity with ERP systems and telecommunications networks.

Responsibilities

• Provide technical support across various platforms and applications.
• Respond to user requests and investigate related issues.
• Acknowledge and resolve incidents within specified service levels.

Skills

Technical support

Troubleshooting

IT infrastructure improvement

User communication

Job description

**Job Title**Product Support Engineer# **Summary of the role*****\*This role is officially based in our Heathrow offices but the person hired will be required to commute and work on-site in any UK airport in a permanent basis.*** You’ll support the resolution of functional and technical incidents and service requests related to hardware and software systems. You’ll collaborate with internal teams and external partners when needed to ensure consistent and high‑quality service delivery.# # **Main Responsibilities****Common accountabilities*** Has the technical and functional knowledge needed in their discipline, including understanding how Amadeus business activities connect to their area of work.* Works with existing procedures and guidelines and contributes insights to support area decisions. Suggests new solutions and improvements by reviewing and interpreting different sources of information.* Works with a moderate level of guidance and direction from their manager.**Specific accountabilities*** Provide support across personal computers, servers, mainframe applications, data and voice networks, and ERP (Enterprise Resource Planning) systems.* Acquire, install, and update PC components and software, and assist with planning for and responding to service disruptions.* Respond to user requests and investigate issues related to telecommunications networks (voice or data).* Provide timely ERP systems support, identify issues, and offer guidance to help prevent recurrence and encourage shared knowledge.* Diagnose issues through discussions with users, including troubleshooting, issue resolution, and escalation when appropriate.* Provide accurate and timely responses to users’ questions, concerns, or service‑related issues.* Support hardware and software evaluation and suggest improvements to IT infrastructure when relevant.* Respond to customer questions about Amadeus Products and Solutions, including functionality, applications, and interactions between components.* Acknowledge, investigate, and when possible resolve incidents within agreed service levels using available knowledge solutions.* Escalate incidents outside the team’s scope to third‑level resolver groups within Amadeus or to external service providers and follow up as needed.* Offer status updates on significant issues to Amadeus customers.* Suggest updates and improvements to the Knowledge Solutions database.# **Who We Are:*** Leaders in revolutionizing the travel industry through innovative, end-to-end solutions.* A global team combining expertise, reliability, and cutting-edge technology to transform traditional travel processes.* Continuously growing and expanding with the latest technological advancements, including a fully cloud-native platform# **Our Mission:*** Provide seamless travel experiences that benefit both travelers and businesses through advanced technology.* Deliver faster, more flexible solutions to airlines, hotels, travel sellers, and corporations worldwide.* Shape the future of travel by optimizing the travel ecosystem with data-driven services and innovative solutions.* **** 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 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.