Technical Support Specialist
About The Position
Amex GBT is hiring a Technical Support Specialist to support its ticketing system platform, which helps global business travelers book flights, trains, and other travel options. The role is responsible for system imaging, resolving hardware and software issues, and managing assets and vendors. It provides technical service and support in Windows, Apple/Mac, and network environments, both onsite and remotely. This is a hybrid position requiring occasional onsite work at the Arlington, Virginia office and other regional offices. The working schedule is Monday through Friday, 2:00–11:00 a.m. Eastern, with participation in an on-call rotation. Applicants must be U.S. citizens and successfully complete a background check.
Requirements
- Must be a U.S. citizen and successfully complete a background check.
- At least 5 years of experience in an enterprise desktop support environment handling software and hardware technical issues.
- Experience with Windows and Mac operating systems, office suites, and Active Directory.
- Professional writing and documentation skills.
- Excellent verbal and written communication skills.
- Attention to detail and ability to follow written processes and procedures.
- Availability for a Monday–Friday schedule from 2:00–11:00 a.m. Eastern and participation in an on-call rotation.
- Ability to work onsite occasionally at the Arlington, Virginia office and other offices in the region.
Nice To Haves
- Associate degree in computer science or technical school education is preferred.
Responsibilities
- Lead and update the ticketing system within established SLAs, prioritize critical tickets, and assess business impact and severity.
- Provide onsite and remote technical support, installation, configuration, and problem resolution in Windows, Apple/Mac, and network environments.
- Diagnose mechanical, hardware, software, and system failures and determine cost-effective, timely repair solutions.
- Maintain a sophisticated understanding of IT hardware repair and operating system management at all levels.
- Identify ways to improve customer support by evaluating current processes, procedures, and technology.
- Coordinate support and repair activities with selected third-party vendors.
Benefits
- Health and welfare insurance plans.
- Retirement programs.
- Parental leave.
- Adoption assistance.
- Wellbeing resources for employees and their immediate family.
- Travel deals from major travel providers on flights, hotels, cruises, and car rentals.
- Access to more than 20,000 courses on the learning platform and leadership courses.
- Internal candidates have first access to new job openings.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
