Technical Support Specialist

Go Global Travel Group is a leading provider of B2B hotel and technology solutions, renowned for simplifying the booking process. Our advanced platform integrates real-time product purchases from multiple sources, streamlining travel solutions for businesses around the globe. With a presence across six continents and competitive pricing, we are committed to delivering exceptional support and professionalism. Join our diverse, multicultural team across 30 global offices, where we celebrate and embrace unique experiences and backgrounds.

We are looking for Tech Support Representative to join our global Support Tech Team.

The ideal candidate will be responsible for providing first-line support to internal users, diagnosing system and software issues, and ensuring timely and effective resolution of technical incidents. This role requires strong technical skills, excellent communication abilities, and a service-oriented approach.

Key Responsibilities:

• Provide technical support for GGT internal systems and business-critical applications (e.g., WASP, CORAL, PARSYS).
• Troubleshoot hardware, software, network, and access issues across multiple platforms (Windows OS environment).
• Respond to and resolve support tickets via tools such as Zendesk and Jira, adhering to SLA timelines.
• Assist with onboarding and offboarding of employees, including configuration of system access and permissions.
• Document incidents, resolutions, and recurring issues to support knowledge base development.
• Escalate unresolved issues to appropriate internal teams, while maintaining ownership and communication throughout the process.
• Collaborate closely with IT, Security, and Development teams to ensure consistency and compliance.
• Support implementation of IT policies and enforce security protocols where applicable (e.g., MFA, account permissions).
• Monitor system alerts and proactively identify potential issues.

What we’re looking for:

• Proven experience in IT Help Desk, Technical Support, or similar role – minimum 1 year.
• Strong technical orientation and troubleshooting abilities.
• Solid understanding of Windows-based operating systems and standard office applications (Microsoft 365).
• Hands-on experience with systems such as WASP, CORAL, PARSYS – advantage.
• Proficiency with support platforms such as Zendesk and Jira – strong advantage.
• SQL knowledge – mandatory (ability to read and interpret queries and logs).
• High attention to detail and excellent analytical thinking.
• Excellent interpersonal and communication skills – ability to explain technical issues clearly to non-technical users.
• High level of written and spoken English – required.
• Ability to handle multiple tasks simultaneously and work in a dynamic, fast-paced environment.
• Strong organizational skills and a sense of accountability and ownership.
• Team player with a proactive, service-oriented attitude.

Additional Advantages:

• Familiarity with cloud platforms (e.g., Microsoft Azure, Google Workspace)
• Experience working with remote desktop tools and support across hybrid/remote environments
• Basic understanding of networking concepts (IP, DNS, VPN)