IT Support Specialist | Audley Careers Hello, world!

IT Support Specialist, Boston

Salary: Dependent on Experience

Audley Travel is one of the world's leading tailor-made travel businesses with operations in the UK and North America. Although like many industries travel faces much disruption, Audley is uniquely positioned to continue its stellar track record of growth when travel once again returns. This role presents an exciting opportunity to join the technology team in Boston as an IT Support Specialist in which you will:

  • Provide effective and efficient 1st and 2nd line desktop systems and applications support to internal customers. From time to time specific project work may be required
  • Provide first and second line support to resolve end-user issues, queries and tasks from the IT helpdesk system. These will be completed within the pre-determined timeframe of our service level agreement covering:

Hardware and software support for local office and remote users
Active Directory end user management
Windows 10 deployment and management
Office 365 end user management

  • Create and maintain technical documentation of support policies and procedures
  • Document and track case histories, issues, and actionable steps taken using the helpdesk ticketing system
  • Interface with internal and external technical teams to support the desktop infrastructure and applications 
  • Provide technical support & training to end-users and other team members as required
  • Plus any other reasonable duties as required by the IT Support Team Leader
To succeed in this role, it is essential you can demonstrate you have:

Planning and Organising
  • Ability to multi-task and be able to define priorities
  • Confidence to recognize and deal with arising problems, escalating as required
Results Focus and Initiative
  • The drive, determination and commitment to get things done
  • To move things forward, achieve, get results and do things better
Rapid Response
  • An ability to think on your feet, focus quickly on the requirements of the situation while at the same time being able to relate to overall goals
  • Resolving problems under pressure
  • Communicating / escalating complex technical issues and concepts to colleagues and developers
Service Excellence
  • To recognize user need and identify ways of adding value
  • To consistently deliver to required standards
What we are looking for:
  • 2 to 3 year's experience in a similar role, providing 1st and 2nd Line desktop and application support
  • Strong analytical and problem solving skills
  • A logical thinker, good at problem solving and investigating issues, be very customer focused and have an excellent telephone manner
  • Excellent customer service and communication skills (written and verbal) and able to communicate effectively to technical and non-technical personnel at all levels
  • Previous experience troubleshooting system network and application-related problems
  • Proven ability to be flexible – working both independently and as part of a global support team environment
  • Self-motivated with the ability to prioritize, meet deadlines and manage the changing priorities of a busy office
  • User administration experience of Windows user accounts through Active Directory and Exchange consoles
  • Understanding of line-of-business desktop applications and functionality
  • Experience of SQL Server, basic network troubleshooting, VoIP Phone system user administration, scripting, backups, security-consciousness
  • Embodies the Audley values of being positive, being the difference, being one team and being passionate about travel
The package:

Salary is dependent on experience and has great benefits on offer.

We believe it's our people that make the difference and who build Audley into the success it is today. We pride ourselves on enabling people to reach their full potential through promoting and celebrating a diverse and inclusive working environment.


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