Support Engineer
Posted on 2/5/2024
OTA Insight

501-1,000 employees

Empowering smarter revenue, distribution and marketing decisions
Company Overview
From the very beginning in 2012, OTA Insight’s vision is to provide user friendly revenue management tools, as well as becoming the global leader in data intelligence for the hospitality industry. Since then, OTA Insight has won many industry awards and is named UK's 17th fastest growing private technology company in the The Sunday Times Fast Track Hiscox #TechTrack100. OTA Insight has grown to become the preferred revenue management solution for over 60,000 independent, local and global chain properties in more than 185 countries, supported by 300+ stellar employees.
Consumer Goods
Data & Analytics

Company Stage

Series B

Total Funding

$113.1M

Founded

2012

Headquarters

, United Kingdom

Growth & Insights
Headcount

6 month growth

↑ 45%

1 year growth

↑ 64%

2 year growth

↑ 125%
Locations
Denver, CO, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Python
JavaScript
Communications
SQL
Zendesk
JIRA
CategoriesNew
IT & Security
Requirements
  • 3+ years of experience in IT support or Technical Support role
  • Strong problem-solving skills
  • Strong communication skills
  • Comfortable in a MacOS environment
  • Comfortable using a shell
  • Basic SQL knowledge or experience working with data
  • Programming experience
Responsibilities
  • Assist internal users with their IT environment (Macbooks, iPhones, meeting rooms, network, access, passwords, etc.)
  • Assist the customer support team with ticket resolution as part of the engineering team
  • Continuously look for best practices and opportunities for improvement to increase productivity across the department and beyond
  • Help manage the fleet of laptops, iPhones, and peripherals across the globe
  • Play a central role in onboarding/offboarding activities, setting up necessary accounts, and providing required devices
  • Communicate with employees guiding them through IT case resolution
  • Document & proactively improve IT and support procedures
  • Maintain and contribute to the internal knowledge base
  • Resolve 3rd-line technical issues in a timely manner, either by routing to the right team or by digging in the code yourself
  • Act as a bridge between the customer support and engineering teams
  • Identify & help resolve data accuracy issues in the products
Desired Qualifications
  • Python and/or JavaScript
  • MDM solutions (e.g., JAMF)
  • Ticketing systems (e.g., Jira, Zendesk, Intercom)
  • Google Workspace administration