For more than 40 years, Accelya has been the industry’s partner for change, simplifying airline financial and commercial processes and empowering the air transport community to take better control of the future. Whether partnering with IATA on industry-wide initiatives or enabling digital transformation to simplify airline processes, Accelya drives the airline industry forward and proudly puts control back in the hands of airlines so they can move further, faster.
Senior Engineer - End User Technology
Windsor, UK
Role Purpose
As an End User Support Engineer, you will provide front-line primary technical support to end users in the region on various IT issues and problems relating to hardware, software and other infra, following ITSM process. Also responsible for preparing laptops, documenting issues into KB docs and resolving service tickets within SLA. Will be also responsible for supporting new office setup, office movements, onboarding\offboarding employees, asset management and DR in the region.
Duties & Responsibilities
- Provision, image and configure end-user devices including laptops, desktops and mobile devices, ensuring all hardware and software is deployed to standard and ready for use.
- Provide first and second-line technical support for end-user hardware, software, network connectivity and application issues, diagnosing and resolving faults efficiently and within agreed SLAs.
- Manage user account lifecycle including new user setup, profile configuration and access management, ensuring compliance with security and IT policies.
- Deliver VIP and executive support, maintaining a high standard of service and discretion for senior stakeholders.
- Log, track and manage all incidents and service requests through the ITSM platform following ITIL best practices, ensuring accurate records and timely resolution or escalation.
- Collaborate with Service Desk, Enterprise Applications and Security teams to investigate and resolve escalations, outages and cross-functional issues.
- Identify opportunities to improve IT service delivery processes, contributing to service enhancement projects and supporting the rollout of new technologies and change implementations.
- Maintain and contribute to the knowledge base, documenting common issues, resolutions and procedures to improve self-service capability and team knowledge.
Required Experience & Skills
- 3–5 years of experience in an end-user support, IT support or desktop engineering role within a global technology or professional services environment.
- Strong technical knowledge of Windows and macOS operating systems, device imaging, Office 365 and common enterprise applications.
- Experience with endpoint management platforms such as Microsoft Intune or equivalent for device deployment, configuration and patch management.
- Good working knowledge of ITIL service management principles, with experience using an ITSM platform (ServiceNow or equivalent) for incident and request management.
- Strong communication and interpersonal skills with a genuine customer-first mindset and the ability to engage confidently with stakeholders at all levels including senior leadership.
- Bachelor's degree in IT, Computer Science or a related field; ITIL Foundation certification preferred.
Preferred Experience & Skills
- Experience using Microsoft Copilot or equivalent AI-powered tools to improve IT support productivity, including AI-assisted troubleshooting, knowledge base creation and end-user communication.
- Familiarity with ServiceNow AI or equivalent for intelligent incident classification, automated resolution suggestions and self-service portal optimisation.
- Experience supporting VIP or executive users in a fast-paced global organisation, with a track record of delivering discreet, high-quality and responsive service.
- Knowledge of IT security best practices relevant to end-user computing, including endpoint protection, identity management (Azure AD/Entra ID or equivalent) and acceptable use policy enforcement.
What do we offer?
• An open culture with a creative and challenging opportunity to satisfy your intellectual needs
• Flexible working hours
• Smart working: a hybrid remote/office working environment
• Work-life balance
• An excellent, dynamic and multicultural environment to work in
About Accelya
Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.com
What does the future of the air transport industry look like to you? Whether you’re an industry veteran or someone with experience from other industries, we want to make your ambitions a reality!
