IT Support Helpdesk Engineer

**Who are WebBeds?** WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences. Our Products range from a Retail Online platform, Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily We deliver amazing outcomes using leading edge technology through innovative and creative thinking. WebBeds is a subsidiary of Webjet Limited (ASX: WEB) - an ASX 200 listed company operating a global digital travel business. **What makes us stand out?** - We are a wholesale global travel organisation - We have 1500+ people speaking 50+ languages in 120+ cites across 50+ countries - We partner with over 400,000 properties in more than 14,000 destinations - We work with more than 44,000 travel companies in 145 source markets - We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking. **What will you do on your journey with WebBeds?** WebBeds is the world’s fastest growing provider of accommodation distribution services to the travel industry. Our products incorporate distribution APIs, payment integrations, ERP integration, Data Lakes, User Interfaces, and others. Our search API reach peaks of more than 50.000 requests per second, each one consisting of tens or hundreds of hotels, with continued expansion. "We design, deliver and support innovative solutions through engagement, collaboration and a fearsome passion for creating customer value" is our mission as an IT organization. With this in mind, we strive to be at the leading edge of technology when it comes to build the platform that meets the needs of our Supply partners and customers. This translates to the use of latest technology including.NET Core versions, K8S, microservices architecture, clouds hosting and orchestration, CI/CD pipelines, automated testing, Proactive monitoring, and alerting systems, to name a few. Our delivery teams have the creativity and freedom to express themselves by building innovative solutions to often complex problems and are challenged to reach higher levels daily. Our teams consist of product owners, QA engineers, Software Engineers, and people from across the business all working collectively and collaboratively. We have a very strong technical team from which you will be able to learn but are encouraged by new ideas and fresh thinking that you will bring with you. * How will you make an impact?* - Ensure that the deployed architecture for infrastructure, servers, PCs and peripherals meets the service level requirements in terms of expected availability, capacity, continuity, security, performance, and reliability. - To identify recurring problem areas, articulating trends for root cause analysis and providing information to Problem Management. Ensure that assigned problems are defined and analysed in line with the Problem Management Process. Ensure that solutions to problems meet the architectural standards within the technology area and impact to the business is minimised. - To analyse reported incident and provide solutions to the users enabling them to resume their work with minimum disruption as per agreed SLAs. To complete IT service requests (like new installations, reconfigurations & moves) as per agreed SLA. - To work towards resolution of incidents across various technologies & platforms. - To update the status of an incident or service request in Service Now. To make sure that they hold up to date information before acting on any incident or service request to ensure that tool and relevant teams are updated. Ensure escalation and other sectional procedures are maintained, proactively informing management of process or procedural improvements. - To identify recurring problem areas and to articulate trends for root cause analysis. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users. - Carry out deployment of hardware, network infrastructure and solutions and other requested service as per the procedures and Blueprints provided by Group Solution Architect. - Maintain the integrity of the configuration items related to the on-site end user devices. - Ensure escalation and other sectional procedures are maintained, proactively informing management of process or procedural improvements. - Carry out L2/L3 Support for all Incidents/Problem related to Microsoft modern Workplace. **The skills we would love to see in your suitcase** - Diploma or Degree in engineering, computer science or scientific discipline from a recognized university or college. MCSE/CCNA. - Good working knowledge in Microsoft modern workpl