IT Support Analyst – 2nd/3rd Level Service Desk

About the role

The IT Support Analyst joins Amadeus' Global Customer Care group, providing 2nd and 3rd level support for airline customers using Amadeus solutions. You will act as a single point of contact for incidents, service requests and production support issues, ensuring high‑quality functional and technical assistance.

Key responsibilities

• Acknowledge, investigate and recover incidents within defined service levels.
• Respond to customer queries about Amadeus solutions, functionality and integrations.
• Troubleshoot client environments using system and network tools (PING, TRACERT, log analysis) to diagnose communication problems.
• Log all issues in the problem‑tracking system and assist 3rd‑level groups in root‑cause analysis.
• Participate in on‑call escalation for serious or critical problems outside normal hours.
• Provide status updates to customers on critical incidents.
• Collaborate with Global Operations, R&D, account managers and external providers to meet resolution expectations.

Required profile

• Excellent verbal and written English communication skills.
• Bachelor's degree in IT.
• Experience with Amadeus airline products or tourism/airline industry in an airport setting.
• Strong problem‑solving ability and proactive, autonomous work style.
• Positive, collaborative attitude and ability to adapt to changing demands.

Required skills

• Use of network diagnostic tools such as PING and TRACERT.
• Log analysis and troubleshooting of application behavior.
• Functional knowledge of Amadeus airline applications.

What we offer

• Competitive remuneration with individual and company bonuses.
• Paid vacation, holidays and health insurance.
• Hybrid work model at the Bogota office.
• Professional development through online learning hubs.
• Inclusive, diverse workplace at a leading travel‑technology company.