{"id":2653122,"url":"https://alion.io/job/accelya-senior-engineer-end-user-support-enterprise-end-user-services","title":"Senior Engineer - End User Support (Enterprise End-User Services)","company":{"id":2893274,"name":"Accelya","domain":"accelya.com","url":"https://alion.io/company/accelya","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Miami, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":70000,"max_usd":144000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":461},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Office","optional":false},{"name":"PowerShell","optional":false},{"name":"SentinelOne","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"AIOps","optional":true},{"name":"AWS","optional":true},{"name":"ChatGPT","optional":true},{"name":"Claude","optional":true},{"name":"Copilot","optional":true}],"status":"live","first_seen_at":"2026-10-15T22:22:56Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-23T08:35:17Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.\nLocation: Miami, FL\nScheme: Hybrid\nWhat will you do?\nLaptop Imaging -Install and configure computer hardware, operating systems and applications.\nMonitor and maintain computer systems and networks.\nSet up new users' accounts and profiles and deal with password issues.\nProvide support and convey resolutions to customer issues following ITIL process.\nTroubleshoot system and network problems, diagnosing and solving hardware or software faults.\nTrack, route and redirect problems to correct resources.\nDelivery of IT services and VIP support functions to ensure optimal service.\nEnsure systems, procedures, and methodologies support outstanding service delivery.\nIT communications regarding IT activities and maintenance.\nTechnical troubleshooting and issue remediation for end user systems and technologies.\nSupport and deliver end user service enhancements and design and drive change implementations.\nWork with Service Desk, Enterprise Applications, Security and other teams to identify and resolve escalations and outages.\nAssess and identify solutions for advanced customer inquiries and seek to optimize IT Service Delivery processes.\nProvide consultation and support to business users regarding IT Service operations.\nWork with Business/IT/users to research solutions for existing service improvements or any new service launch.\nFollow up with customers, provide feedback and see problems through to resolution.\nUtilize excellent customer service skills and exceed customers' expectations.\nEnsure proper documentation and help create KB documents for common problems.\nRecommended procedure modifications or improvements were necessary.\nPreserve and grow your knowledge of IT support procedures, products and services.\nWhat do you need to know?\nAt least 4-6 years of experience in a cross-cultural, multi-national environment performing end user support duties in a large complex network environment including good knowledge of Microsoft M365 and AD technologies.\nExpertise in supporting End User Computing hardware and software, including laptops, desktops, mobile phones, tablets, printers, MS Office, Remote Access, Video Conferencing, VDI etc.\nExperience working in an end-user desktop support role or computer operations environment required.\nExperience working in Windows OS, Microsoft Office - O365 and M365 products.\nExperience in Patch management, printer / peripheral device troubleshooting.\nExperience in documenting, tracking and monitoring incidents and problem to ensure a timely resolution in IT Service Management ticketing systems.\nMust have deep subject manner expertise in hardware, peripherals and enterprise software support, reimage and data migration, break-fix, international travel support, device back-up and restore, mobility, email, IMACs (installs, moves, adds, changes) and ad-hoc support for technology users.\nExperience using Active Directory, SCCMManageEngine, Intune - Mobile device management TCP/IP, DNS and DHCP, JAMF, VPN, Security tools like Sentinel One, TrendMicro, and similar tools to support first contact resolution.\nExperience in the full lifecycle of end user devices, including provisioning, monitoring, remote managing, re-imaging, de-provisioning, and retiring.\nMust be able to manage and organize your own workload and utilize your resources to ensure executive issues and requests are resolved.\nProven ability to learn quickly and utilize latest technologies to develop and implement superior solutions in a high-pressure environment.\nExperience following policies and guidelines on security and confidentiality.\nFocused team player with strong ability to provide independent leadership for successful project outcomes and achievement of desired objectives.\nExcellent communication, interpersonal and analytical skills.\nExperience performing system administration responsibilities within an enterprise environment and supporting end-to-end technology services and solutions.\nExperience supporting Audio Video Conferencing technology and Live Meeting Streaming.\nPowerShell scripting background and ITIL Knowledge and ITSM Tools like ServiceNow, ServiceDesk experience.\nStrong ability to communicate effectively (oral & written).\nReliable and cooperative team player.\nExcellent customer service even during tough situations.\nAttention to detail, well organized, and able to set priorities.\nAbility to work independently in absence of daily supervision, exercising sound judgment and initiative.\nAbility to perform successfully in a fast-paced, intellectually intense, service-oriented multicultural environment.\nPreferred Experience & Skills\nExpert use of ServiceNow AI or equivalent, Microsoft Copilot and Claude/ChatGPT or equivalent for AI-powered IT service desk automation, intelligent incident resolution and self-service IT support for advanced infrastructure management, AI-assisted automation and intelligent operations\nProficiency with generative AI (Claude, ChatGPT or equivalent, Copilot) for technical design documents, architecture decisions and team knowledge management\nUnderstanding of how AIOps and AI-powered automation are transforming enterprise IT operations at scale\nExperience using Microsoft Copilot for Microsoft 365 and AI-powered self-service tools to reduce IT support contacts and improve end-user productivity\nEducational Requirements\nBA/BS/BE/B.Tech degree in a technical area (Computer Science, Cyber Security, etc.).\nMicrosoft Certified Desktop Support Technician Certification or equivalent.\nITIL certification is good to have\nIAT II certification (CompTIA Security+ CE, SSCP, CCNA, or equivalent required at start)\nWhat do we offer?\nOpen culture and challenging opportunity to satisfy intellectual needs\nFlexible working hours; Work-life balance\nSmart working: hybrid remote/office working environment\nExcellent, dynamic and multicultural environment\nAbout Accelya\nAccelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.com\nWhat does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!","description_format":"text","description_chars":6846,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel Technology","Commercial Aviation"],"lifecycle":[{"event":"open","at":"2026-10-15T22:22:56Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 4 · green card filings: 1","filings_12m":4,"filings_prev_12m":3,"green_card_filings_12m":1,"median_offered_wage_usd":145500,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":83,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.881,"p_room":0.945,"age_days":7,"expected_fill_days":17,"reasons":["conf:32","velocity","win:mid"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/accelya-senior-engineer-end-user-support-enterprise-end-user-services","json_url":"https://alion.io/job/accelya-senior-engineer-end-user-support-enterprise-end-user-services.json","meta":{"generated_at":"2026-10-24T02:19:40Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2893274},"rest":"https://alion.io/mcp/rest/get_company?id=2893274"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Faccelya-senior-engineer-end-user-support-enterprise-end-user-services"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Faccelya-senior-engineer-end-user-support-enterprise-end-user-services"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Faccelya-senior-engineer-end-user-support-enterprise-end-user-services"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/accelya-senior-engineer-end-user-support-enterprise-end-user-services\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Faccelya-senior-engineer-end-user-support-enterprise-end-user-services"}]}