IT Desktop Support Tech Specialist

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel. Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions. Simply put, we connect people with moments that matter. IT Desktop Support Tech Specialist
will provide second level technical support to internal Sabre employees and contractors. The successful candidate will possess a rare combination of interpersonal and communication skills as well as an aptitude for working with applications, systems and hardware to find resolution of end user problems, which may range from straightforward to more complicated technical issues. Furthermore, there are a wide range of administration duties within this role including ticket updates, customer follow-up, time tracking, weekly reporting and individual task management. Coverage includes 24x7 support for 10,000 end users in any of the 60 worldwide locations and 900 home-based workers.
This role combines software and systems engineering to build and run large-scale, massively distributed, fault-tolerant systems.

Role and Responsibilities:

• Evaluates, from a reliability standpoint, the materials, properties and techniques used in production. Advises design engineering on selection, application and test of electronic components and systems
• Recommends design or test methods and statistical process control procedures for achieving required levels of product reliability
• Determines reliability requirements of components and systems to achieve company, customer and any governmental agency reliability objectives
• Develops new acceleration techniques and analytical tools to assure the early identification of potential problems with new products, packaging, processes, and product reliability
• Makes recommendations for changes in the selection and application of components and systems. May propose changes in design or formulation to improve system and/or process reliability
• Collaborate with cross-functional teams to design, implement, and maintain highly available and scalable systems and services
• Analyze system and application architectures to identify and mitigate potential reliability bottlenecks
• Define and track Service Level Objectives (SLOs) and Service Level Indicators (SLIs) to measure system performance
• Optimize resource utilization to ensure cost-effectiveness while maintaining reliability
• Collaborate with security teams to implement security best practices and ensure compliance with industry standards and regulations
• Own application systems and work with development teams on performance/security improvements
• Participate in security incident response and vulnerability management processes
• Maintain comprehensive documentation of system configurations, processes, and best practices
• Troubleshoot, diagnose, and take corrective actions to improve stability and performance of systems running on production environment

Qualifications and Education Requirements:

• Excellent interpersonal communication skills, positive and engaging telephone manner and a high degree of customer service aptitude
• Demonstrable experience and fluent command of the English language
• Excellent organizational skills and ability to troubleshoot remotely
• 5 years of experience in an IT support organization
• Strong understanding of ITIL incident management, including upholding SLAs and communication to end users
• Strong knowledge of Microsoft and OS X based operating systems, as well as computer imaging and onsite and warranty for end user equipment
• Experience with researching complex issues with end user software and hardware
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• Demonstrates clear desire to be a role model in customer service and execution of IT support

Nice to Have Qualifications:

• Bachelor’s degree in computer science or computer engineering
• General experience with distributed architecture and/or high availability systems & capacity planning
• Familiarity with machine learning and artificial intelligence concepts can be beneficial for enhancing system automation, anomaly detection, and predictive maintenance

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses. Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process. #LI-Hybrid#LI-KJ1