ICT Support Analyst

Serko is a cutting-edge tech platform in global business travel & expense technology. When you join Serko, you become part of a team of passionate travellers and technologists bringing people together, using the world’s leading business travel marketplace We are proud to be an equal opportunity employer, we embrace the richness of diversity, showing up authentically to create a positive impact and there is an exciting road ahead of us at a time where travel needs real, impactful change. We’re hiring people from different backgrounds, experiences, abilities, and perspectives to help us build a world-class team and product.

We’re thrilled to partner with Sabre, a leader in travel technology, to bring innovative solutions to the North American market and beyond. This collaboration will drive new industry advancements, combining Serko's expertise with Sabre's reach to make a global impact in travel tech. Join us as we shape the future of travel together and hence we are now looking for an ICT Support Analyst to join us now.

Reporting to Head of ICT, the ICT Support Analyst plays a key role in the Global ICT team at Serko. This role will be the ICT hands on support on the ground, responsible for working with local employees. You day to day might look like this -

• Install and configure Serko and third-party applications.
• Help set up and maintain the local area network.
• Monitor and maintain infrastructure, computers, and network components.
• Provide support to teammates across regions as needed.
• Set realistic resolution times for users and keep them updated on issue status.
• Troubleshoot and diagnose hardware, software, or connection issues.
• Follow up on network service and maintenance requests.
• Complete tasks assigned by the ICT Manager.
• Report on system usage and trends.
• Monitor the Service Desk and provide timely support for hardware, firmware, and software issues.
• Maintain system documentation and update operational policies.
• Collaborate with tech staff on computer and network updates.
• Perform preventative maintenance in computer rooms and on equipment.

The ideal candidate will have strong technical knowledge of desktop hardware, firmware, and standard software, with experience in Azure Active Directory, Office 365 administration, and license management. Analytical and methodical, they should possess sound troubleshooting and problem-solving skills.

Experience with Mac and Linux systems is a plus. Effective written and verbal communication skills are essential, as well as hands-on experience deploying physical hardware, including laptops, desktops, and printers.

At Serko we aim to create a place where people can come and do their best work. Offering competitive benefits that support you as an individual.

Some of the benefits of working at Serko are:

• A competitive base salary and discretionary incentive plan based on individual and company performance
• Parental Leave Coverage: 20 weeks on full pay, return-to-work support, plus partners 3 weeks of paid leave.
• Basic Life & Personal Accident Insurance, 15 days Paid Time Off and 5 days of sick leave.
• Focus on development: Access to a learning & development platform, committed budget and opportunity for you to own your own career pathways.

This is an onsite role for Dallas, Texas near Southlake.