Tech Help Engineer – Level 2

About the role

Travelopia is looking for a Tech Help Engineer – Level 2 to be the primary point of contact for internal users worldwide. You will provide first‑line IT support, troubleshoot issues, and ensure smooth operation of user devices and services.

Key responsibilities

• Serve as the initial contact for all Service Desk tickets across multiple channels.
• Diagnose, resolve, and document first‑line technical issues.
• Handle user access requests, including account creation, removal, and modifications.
• Escalate complex incidents to specialised support teams and manage incident communication.
• Participate in on‑call rotation for out‑of‑hours support.
• Provide deskside assistance, build and provision corporate laptops.
• Maintain and optimise workstation management in Intune.
• Create and manage GPOs/GPPs and policies in Active Directory and Intune.
• Deploy and update applications, document processes and configurations.
• Mentor junior team members and drive continuous service‑improvement initiatives.

Required profile

• Strong customer‑service orientation with the ability to work under pressure.
• Excellent troubleshooting and documentation skills.
• Experience in user access management and confidentiality handling.

Required skills

• Active Directory administration
• Office 365 Admin Centre
• Google Workspace (G‑Suite) administration
• Microsoft Intune
• Group Policy Objects (GPO) and Group Policy Preferences (GPP)
• Windows and macOS operating systems
• Hardware installation and software troubleshooting
• Mobile device management across multiple platforms

What we offer

• Competitive salary with performance‑based bonus
• Hybrid working model with flexible hours
• Opportunities for learning, growth and global collaboration
• Clear career progression pathways
• Inclusive and dynamic work culture