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.
Engineer I - End User Support
Mumbai
Role Purpose
As a L1 or L2 Engineer - End user Support you will manage and support the end users ensuring smooth operation and performance of Windows devices, related systems, software and end user technologies. You will handle device configuration, OS installation, troubleshooting, and software installation, and oversee network connectivity and technical support. Your good knowledge of Windows administration, SCCM, Intune, Active Directory and ITIL processes will be crucial in maintaining an efficient and secure IT environment.
Duties and Responsibilities
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Windows Device Management: Configure and maintain Windows devices, ensuring a thorough understanding of OS installation and upgrade processes. Knowledge of Auto-pilot process is plus.
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Software Installation and Management: Oversee software installation and updates, possessing basic knowledge of software deployment processes and tools (SCCM\Intune)
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Technical Support: Provide L1\L2 technical support and troubleshooting for hardware, software, and network issues. Demonstrate good understanding of Widows OS (Windows 10 and 11), including log reading capabilities and the use of Event Viewer to diagnose and resolve issues.
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Network Knowledge: Support basic network connectivity issues, including troubleshooting network problems and ensuring stable performance as per basic scope of L1\L2.
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Windows Administration: Administer Windows environments, including user accounts, permissions, and system configurations (This will be mainly for L2 level)
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SCCM and Intune: Utilize SCCM and Intune for device management, software deployment, and policy enforcement.
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Active Directory: Manage Active Directory environments, including user account management, group policies, and permissions as per basic scope of L1\L2.
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Documentation and Reporting: Maintain accurate documentation of IT processes, configurations, and troubleshooting procedures. Provide regular updates on IT operations and issues.
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Team Collaboration: Work closely with other IT team members and departments to resolve issues within SLA and support IT initiatives.
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Compliance and Security: Ensure IT systems comply with company policies and security standards. Implement best practices for data protection and system security.
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ITIL and ITSM tool – Follow ITIL processes and use global ITSM tool to track the tickets and manage the delivery.
Knowledge, Experience and Skills:
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Knowledge in Windows device configuration, OS installation, and troubleshooting, with a deep understanding of OS installation and upgrade processes.
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Knowledge of software installation and management, including a strong grasp of software deployment processes and tools.
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Good knowledge of Windows 10 and 11, including log reading capabilities and troubleshooting using Event Viewer.
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Knowledge with SCCM and Intune for device management and software deployment will be plus
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Basic knowledge of ITIL process framework and ITSM tools such as ServiceNow, Manage Engine Service Desk Plus etc with basic knowledge of Service\incident\problem\change management will be a plus
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Knowledge of managing and supporting Active Directory environments at L1 level
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Excellent problem-solving skills and the ability to work under pressure.
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Strong communication skills for effective collaboration with team members and end-users.
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B.E- IT/Computer Science 2025
What do we offer?
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Open culture and challenging opportunity to satisfy intellectual needs
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Flexible working hours
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Smart working: hybrid remote/office working environment
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Work-life balance
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Excellent, dynamic and multicultural environment
About Accelya
Accelya is a leading global technology and service provider to the air transport industry delivering
innovative change at speed and scale. The company´s market-leading passenger, cargo, and industry platforms support airline retailing from offer to settlement, both above and below the wing.
Over 250 airline customers count on Accelya, with operations spread across nine countries and employing over 2,000 professionals worldwide. 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.
For more information, please visit www.accelya.com and https://accelya.turtl.co/story/accelya[1]corporate-brochure/page/1.
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!
