IT Support Engineer

About the Company

Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising Trip.com, Ctrip, Skyscanner, and Qunar. The Group integrates travel resources from industry partners and provides 24/7 customer service across multiple countries and languages, with over 30,000 employees worldwide.

About the Role

We are looking for an IT Support Engineer with exemplary customer service to be the primary contact for technical and IT-related queries onsite. You will report to the Desktop Support Manager in Shanghai and work collaboratively to implement best-practice IT solutions while maintaining ongoing customer service. This role is based in Bangkok and will support remote users and occasional business trips to Thailand, Vietnam, and Cambodia. The role may require operations during low business peak hours (nights/weekends) to ensure continuity.

Responsibilities

• Maintain normal operation of Trip.com internal users on site and ensure local IT SLA.
• Respond to internal requests in a timely manner, including installation and troubleshooting of application systems, client software, and hardware (clients, network, printers, etc.).
• Collaborate closely with local management teams and act as point of contact for IT issues to improve user satisfaction.
• Manage local IT assets across the full device lifecycle: inbound/outbound, warehouse management, inventory auditing and related operations.
• Contribute to internal technical documentation to ensure effectiveness, completeness, and readability.
• Assist in ensuring compliance with information security regulations and maintain security systems, server room, room air conditioning, and environmental monitoring.
• Liaise with external suppliers as necessary and assist in assigned projects and tasks.
• Perform operational changes during low business peak hours (nights/weekends) as required to ensure business continuity and required staffing coverage.
• Provide onsite support in Bangkok and remote support / occasional travel to regional offices (Thailand/Vietnam/Cambodia).

Qualifications

• Bachelor's degree in a computer-related discipline or equivalent experience; minimum 5 years of IT support experience.
• Experience supporting Windows and Mac OS; familiarity with IT application systems such as M365, DNS, email, printing, file services, VPN, and video conferencing. Prior experience managing M365 & Intune is a plus.
• Proficient with Microsoft Office applications (Word, Excel, PowerPoint, Project, Visio).
• Strong work planning, solid IT service process experience, and familiarity with ITSM systems.
• Basic network troubleshooting knowledge and familiarity with security systems, server room operations, room air conditioning, and environmental monitoring.
• User-centric service attitude with proactive communication and ability to deliver high-quality local user support.
• Familiarity with AI tools within IT services or prior experience building a knowledge base is a bonus.
• Fluency in both spoken and written Thai and English is required; proficiency in Mandarin is an advantage.

Benefits

• Abundant global career opportunities and encouragement of internal transfers and global job rotations.
• Learning and development programs for leadership, soft skills, and professional expertise.
• Flexible work arrangements where applicable and company-sponsored events and activities.

Additional Information

Based in Bangkok. Find out more job opportunities at https://careers.trip.com. Reference materials: https://www.youtube.com/watch?v=w4D31J3atps and https://www.youtube.com/@TripcomGroup.