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JOB TITLE: Technical Support Specialist I 

LOCATION: Denver, Hybrid

WELCOME TO THE GLOBUS FAMILY OF BRANDS! 

Traveling the world is incredible...don't you agree? It opens us up to new cultures and experiences. Venturing across the globe invites us to wonder and wander...to marvel and be moved. With 95 years in travel, the award-winning Globus family of brands creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 65 countries on six continents across the globe. We began as a small family company with one man, his rowboat, and a dream in Switzerland in 1928. Nine decades later, the entrepreneurial spirit and ingenuity that created this family-owned institution lives on...as well as our commitment to sustainability!  

Watch a video about the Lighthouse Project to find out more about these efforts! 

We are always on the hunt for exciting, team associates passionate about life and work: People who are easily inspired and excited about what they do. We offer incredible career opportunities in a variety of roles including, but not limited to: vacation planning, reservations, marketing, finance, IT, and customer care.  

Company Benefits Include: Pension Plan, 401K Match, 16-26 days of vacation, Health, vision, dental and life insurance, (For associates working outside US, these benefits may vary slightly) Work from home options, and Home office internet reimbursement. 

Exciting Travel Benefits: 70 to 90% off tours and cruises (plus discounts for friends and family), a free Avalon cruise after 2 years, and Special deals with travel partners like Marriott, Expedia, IATA/IATAN, Norwegian Cruise Line, Hertz, and Thrift Car Rentals to name a few. 

ABOUT THE ROLE 

This role reports to the manager of Tier 1 Network operations. The Technical Support Specialist administers all submitted help desk tickets and issues to the Technology Department and is responsible for queue management, which includes responding to the users submitting the ticket, investigating the ticket, and closing the ticket or assign the ticket to the correct resource in the Technology Department. 

EXPERIENCE/SKILLS REQUIRED 

  • The preferred candidate will hold an associate degree in computer technology or similar field and one to two years related experience and/or training; or equivalent combination of education and experience. 
  • Excellent communication skills via email, phone or in person, both technically and nontechnically 
  • Outstanding customer service skills 
  • Experience in a Network Operations Center in a Tier 1 capacity. 
  • Experience with Active Directory administration, Windows system security administration, network, email, and application access management. 
  • Technical skills: 
  • Windows operating system administration 
  • HTML 
  • ServiceNow 
  • Microsoft Visual Studio 
  • PC Desktop administration 
  • Web Browser setup and configuration 
  • Basic knowledge for network administration 
  • Software installation and administration 
  • Ability to work with both software and hardware 

EXPERIENCE/SKILLS PREFERRED 

  • Ability to trouble shoot issues on a multi-tiered environment. 
  • Some knowledge of hardware and peripheral support. 
  • Demonstrates a problem-solving mindset with aggressive curiosity, critical thinking, and proactive solutions. 
  • Ability to communicate with non-technical users. 

RESPONSIBILITIES 

  • Perform Queue management in Support Application e.g. ServiceNow. 
  • Respond to and seek solutions to issues opened by the business community, follow up on service requests and oversee change management. 
  • Accountable for maintaining a knowledge library for continual improvement of system availability, performance, and workflow. 
  • Perform identity management administration for the Business and Support applications access for new hires, including solving the resolution of issues related to identities, systems, access, accounts, authentication, authorization, entitlements, and permissions. In addition, terminate access for business applications and tools for leavers. 
  • Ability to research in-house client applications and external e-commerce websites. 
  • Follow standards for analysis and support of solutions; document solutions as required to maintain an updated knowledge library. Seek continual improvement of system availability, performance, and workflow. 
  • Express ideas for process improvements to increase flexibility, reduce costs, and improve user experience. 
  • Cross-train as needed to support or back up team members. 
  • Promote positive relationships internally and externally. 

ABOUT THE DEPARTMENT 

The following teams make up the Technology department: Business Analysis and Quality Assurance, Applications Development, Applications Support, and Engineering. The group identifies and develops technological strategies that support GVI’s business goals and objectives to ensure internal and external partners are provided with stable systems. These include: all desktop, network, phone and email systems, applications (reservations and operations systems), websites, and Internet access. 

EEOC 

Globus family of brands is an equal opportunity employer. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. 

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Confirmed 15 hours ago. Posted 7 days ago.

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