EUC Infrastructure Support Engineer

Recruiter for the role:

Collinson is a privately-owned entrepreneurial business, who services over 800 clients in 170 countries, employs 2,000 staff in 28 global locations, and manages over 20 million end customers. Our industry and sector specialists provide market-leading experience across three core capabilities: Loyalty, Lifestyle Benefits, and Insurance.

Collinson is the world-leading provider of lifestyle membership programs and travel enhancement products. Our solutions include Priority Pass, the world’s best known airport experiences programmed, while we are also the trusted partner behind many of the leading financial services, airline and hotel brands’ reward programmers and loyalty initiatives.

With a tiered product range tailored to the needs of financial and other service providers, we help clients to differentiate their products, drive acquisition, optimize brand offerings and retain valuable customers globally. Our unique expertise and insight into high earning, frequent travelers allow us to create products and solutions for our clients that inspire greater customer engagement to drive more profitable relationships, enrich their travel experiences, protect what matters, and assist in times of need.

While specializing in financial services, travel, and retail, we also support clients in multiple sectors. We have worked with over 90 airlines, 20 hotel groups and more than 600 financial institutions and banks, with clients including Accor Hotels, Air France KLM, American Express, British Airways, Cathay Pacific, Diners Club, Mandarin Oriental, Mastercard, Radisson Hotel Group, Sephora, Visa and Vhi. We take our 30 years of experience working with these kinds of household names and help our clients to deliver the smarter experiences it takes to differentiate their propositions and help them win deeper devotion with their customers.

The role is focused on supporting our Team Members with IT services and infrastructure in our Americas region and will involve working as part of a cross-functional global technology team. The ideal candidate will manage and support PC’s, mobility, server, and network systems within the Americas region in compliance with Collinson policies and PCI-DSS controls. The candidate will work alongside other Collinson technical teams, personnel, and external suppliers to contribute to and continuously improve upon our service and infrastructure support capabilities. In addition, the candidate will work with first- and second-line internal customer support enquiries, ad-hoc operational support and be responsible for training Team Members of Collinson services as appropriate. This position also contributes to the overall governance and success to maintaining yearly PCI-DSS certification.

Key Responsibilities

What You'll Do:

The ideal candidate must demonstrate the ability to:

• Respond to user requests for service; troubleshoot incidents and problems, develop solutions; make minor repairs to equipment and arrange for other service needs as appropriate
• Manage the day-to-day incidents and service requests resolving them in a timely manner utilizing the ITSM tool of record
• Verify scheduled backups have completed as expected as part of maintaining a working end user compute environment
• Refine and document the build and deployment processes, ensuring these are transparent, reliable, efficient, and repeatable as part of the deployment lifecycle
• Install and support Microsoft Office applications including Exchange and Office 365 software and additional approved, as needed, software
• Ensure software and support license details are logged and assets are tracked
• Perform basic PC, network, and mobility troubleshooting
• Analyze server and network activity and maintain performance monitoring systems as well as other software programs e.g., intrusion detection, virus scanning applications, etc.
• Assist with maintaining local servers, VPNs, and system backups ensuring compliance with Collinson requirements and PCI-DSS controls
• Assist with creating, editing, and maintaining user accounts, permissions, and passwords
• Ability to identify problems and proactively suggest ways to improve processes as applicable
• Communicate with other Collinson IT teams, awareness of new or revised solutions, improved security processes and the development of new attacks and threats
• Training - help develop and lead an on-going training (Tech Bar) program based on end-user feedback requests
• Contribute to Knowledge Base content in line with writing styles and content guidelines
• Create / Maintain / appropriate User Guides and publish updates as needed
• Submit a weekly status report to Line Manager

Knowledge, skills, and experience required

What You'll Need:

• Bachelor’s Degree in MIS or CS or s Degree or Applicable Trade School Degree and 3-5 years applicable working history
• Microsoft Certified Professional preferred
• ITIL Foundations v4 preferred
• CompTIA A+ preferred
• CompTIA Network + preferred
• CCNET a plus
• Both AWS and Azure applicable Foundation’s certifications preferred
• HDI Support Centre Analyst and / or Desktop Support Technician and / or Technical Support Professional preferred
• Experience with MDM technology
• Experience in supporting MACs in an enterprise environment a plus
• Experience working with Avaya VOIP and Omni Chanel technologies
• Ability to speak Spanish and or Portuguese is a plus

Additional Experience Plus

• Must have excellent interpersonal skills and provide a positive customer experience
• Maintain and enhance a balanced multi-platform technical skillset (participate in applicable skillset training)
• Ability to prioritize and perform multiple tasks
• Excellent attention to detail
• A caring attitude, high standards of conduct and professionalism
• Flexible in work schedule knowing there will be times service restoration, updates or other work may need to take place outside of normal working hours and / or days, both scheduled and un-scheduled
• Participate in rotating on-call schedule for weekend incidents as needed
• Self-motivated and able to work within a local, regional, and global team
• Active group participation (i.e., be a team player)
• Ability to work in an open office environment and remote
• Must maintain composure and demonstrate a real can-do attitude when faced with challenges
• Ability to work independently with minimum supervision and exercise sound judgment within established guidelines; interpret, apply, explain, and reach sound decisions.

About us: Our story

Collinson Group is a global leader in driving loyalty and engagement for many of the world’s largest companies. Predominantly through the provision of travel related benefits within a market leading digital travel ecosystem. The group offers a unique blend of industry and sector specialists who together provide market-leading experience in delivering products and services across four core capabilities: Loyalty, Lifestyle Benefits and Insurance.

The group provides unrivalled insight and expertise around affluent consumers and frequent travellers, creating and delivering products and services now accessible to over 400m end consumers.

We have more than 25 years’ experience, with 28 global locations, servicing over 800 clients in 170 countries, employing 1,800 people.

We have been bringing innovation to the market since inception - from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include: Visa, Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 1,800 colleagues globally.

Equal Opportunities: Our commitment to inclusion

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

If you need any extra support throughout the interview process, then please email us at [email protected]

Reward & Benefits: What's in it for me?

You can look forward to a competitive salary and benefit plan including but not limited to:

• 100% employer paid medical, dental, life & LTD insurance for employees

• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months

• Supplemental Insurance including STD, additional Life

• Priority Pass Membership

• Global Mentoring Program

• Wellness Programs

• Lifestyle Benefits