Global Technical Escalation Engineer

About the role

Agoda is seeking an experienced engineer to join our Bangkok team. This position involves providing advanced technical support and managing critical IT infrastructure. You will be a key player in resolving complex technical issues and ensuring the smooth operation of our systems.

Key facts

What you'll do

• Serve as a top-level escalation point for first and second-tier support teams.
• Perform in-depth troubleshooting for hardware and software problems.
• Collaborate with other internal teams and external vendors to resolve issues.
• Monitor systems proactively to identify and fix potential problems.
• Manage user and computer accounts within Azure and Active Directory.
• Utilize enterprise system management tools like Intune, Configuration Manager, Kace, or Altiris.
• Apply knowledge of networking technologies including TCP/UDP/IP, 802.1x, Wi-Fi, and DNS.
• Implement mass computer deployment solutions such as Autopilot, MDT, JAMF, or Clonezilla.
• Write scripts using languages like Powershell or Bash.
• Support Windows, MacOS, and Office environments in a corporate setting.
• Take full ownership of problems and see them through to resolution.
• Be available for travel, shift work, and on-call duties.
• Work effectively both independently and as part of a team.

Requirements

• 3 years of experience supporting office, network, and desktop infrastructure.
• A strong sense of ownership, actively seeking solutions rather than deferring problems.
• A dedicated customer service mindset.
• A desire to stay current with the latest technologies.

Nice to have

• Additional skills or experience that would be beneficial.
• Specific industry knowledge or tools.
• Advanced degrees or certifications.
• Experience with particular markets, products, or technologies.

Skills & tools

• Azure
• Active Directory
• Intune
• Configuration Manager
• Kace
• Altiris
• TCP/UDP/IP
• 802.1x
• Wi-Fi
• DNS
• Autopilot
• MDT
• JAMF
• Clonezilla
• Powershell
• Bash
• Windows
• MacOS
• Microsoft Office