(GSD) Global Technical Helpdesk Engineer (Bangkok-based)

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation.

Get to Know our Team

The Global Service Delivery (GSD) team is responsible for Agoda's office infrastructure and staff connectivity. We provide the hardware, software, and access to resources that allow staff to achieve their goals. We operate in 10 different countries, providing 24/7 support to all Agoda employees. Whether in the office, working remotely, or traveling, we enable everyone to stay connected. The GSD team uses state-of-the-art cloud management technologies combined with the best on-site services to manage the latest hardware running Windows, macOS, and Linux.

The Opportunity

For our team in Bangkok, we are looking for candidates with Customer Support, Helpdesk experience. Information Technology is Agoda.com's core competency, and an IT career with us provides excellent growth opportunities in an exciting, multicultural environment.

Responsibilities

• Serving as the first point of contact for users seeking technical assistance over the phone, email or chat
• Monitor and respond quickly and effectively to requests received through the IT-Support ServiceDesk
• Troubleshoot, diagnose, and resolve technical system, hardware and/or software issues
• Work through the problem-solving process with users, empowering them to do the same in the future
• Redirect unresolved issues to the next level of support personnel
• Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
• Provide feedback on processes and make recommendations on areas to improve
• Working shifts and on call

Qualifications

• Customer service experience
• Helpdesk ticketing systems
• Working independently and as a team player
• A strong desire to learn
• The desire to keep up with the latest technologies and stay ahead of the curve
• Great communication and interpersonal skills; a good sense of humor is always a plus
• The ability to communicate clearly in spoken and written English
• Degree in Computer Science / Computer Engineering or similar
• Fresh Grad are welcomed

Additional Skills

• Experience with Microsoft 365
• Proficiency with a MAC OS

Benefits

• Hybrid Working Model
• WFH Set Up Allowance
• 30 Days of Remote Working from anywhere globally every year
• Employee discount for accommodation globally
• Global team of 90+ nationalities
• 40+ offices and 25+ countries
• Annual CSR / Volunteer Time off
• Benevity Subscription for employee donations
• Volunteering opportunities globally
• Free Headspace subscription
• Free Odilo & Udemy subscriptions
• Access to Employee Assistance Program (third party for personal and workplace support)
• Enhanced Parental Leave
• Life, TPD & Accident Insurance