Engineer I - End User Technology

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. 

Role Purpose As Engineer I - End User Technology at Accelya, you will support end-user computing support, device management and productivity technology services activities, maintaining infrastructure services and contributing to the reliability and security of our enterprise IT environment across 10 global offices. Duties & Responsibilities • Provide day-to-day operational support and maintenance for end-user computing support, device management and productivity technology services, resolving incidents and service requests within agreed SLAs • Monitor end-user computing support, device management and productivity technology services health using observability tools, escalating anomalies to senior engineers • Use Microsoft Copilot, Copilot for Microsoft 365, ServiceNow AI or equivalent and Claude/ChatGPT or equivalent for AI-assisted IT support and productivity automation to accelerate routine administration, documentation and incident investigation tasks • Maintain accurate technical documentation, runbooks and configuration records for assigned infrastructure • Contribute to change management processes, implementing standard changes following documented procedures • Use generative AI (Claude, ChatGPT or equivalent, Microsoft Copilot) for technical documentation, runbook creation and incident report drafting • Participate in on-call rotation and support escalation or equivalent processes as required Required Experience & Skills • 0–3 years of experience in End User Technology or a closely related IT infrastructure role • Good foundational knowledge of Microsoft 365, Microsoft Intune, Azure AD/Entra ID, Windows/macOS device management, Teams, SharePoint and endpoint security • Understanding of ITIL service management principles and incident/change management processes • Strong problem-solving, documentation and communication skills • Bachelor's degree in Computer Science, IT, Engineering or a related field; relevant entry-level certifications preferred Preferred Experience & Skills • Experience using Microsoft Copilot, Copilot for Microsoft 365, ServiceNow AI or equivalent and Claude/ChatGPT or equivalent for AI-assisted IT support and productivity automation for AI-assisted infrastructure management, documentation and incident investigation • Familiarity with AWS cloud services relevant to Accelya's AWS partnership • Use of generative AI (Claude, ChatGPT or equivalent, Microsoft Copilot) for runbook creation, technical documentation and incident analysis • Awareness of how AI is transforming IT operations including AIOps, intelligent monitoring and automated incident resolution • Experience implementing Microsoft Copilot for Microsoft 365 to drive productivity improvements across a global knowledge-worker organisation What do we offer? • An open culture with a creative and challenging opportunity to satisfy your intellectual needs • Flexible working hours • Smart working: a hybrid remote/office working environment • Work-life balance • An excellent, dynamic and multicultural environment to work in About Accelya Accelya is a leading global software provider to the airline industry, powering over 200 airlines with an open, modular software platform. Owned by Vista Equity Partners, we bring together 2,000+ employees across 10 global offices. We are proud partners of AWS and pioneers in NDC expertise. Find out more at www.accelya.com

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