Helpdesk Technician (Internal IT Support)

About the role

We are looking for a Helpdesk Technician to be the first line of technical support for our internal teams at Ultimate Jet Vacations. You will ensure that the systems, tools and technology used by Reservations, Concierge, Sales, Marketing and Operations run smoothly, enabling the company to deliver a 5‑star experience to luxury travel advisors and their clients.

Key responsibilities

• Act as the primary point of contact for internal technical support requests across all departments.
• Troubleshoot and resolve issues related to AdminCRM, TA Portal, Front, Zoom, Microsoft 365, hardware and other internal platforms.
• Manage support tickets from initial response through resolution, communicating clearly with stakeholders and prioritising based on urgency and business impact.
• Perform systems administration tasks such as user‑account creation, permission management, software configuration and updates.
• Maintain up‑to‑date internal documentation and knowledge bases.
• Collaborate with Product and Engineering teams to investigate root causes, create detailed bug reports and test fixes before deployment.
• Identify recurring problems and propose long‑term improvements to enhance the employee experience.

Required profile

• Proactive and detail‑oriented with a strong customer‑service mindset.
• Excellent communication skills and ability to work with both technical and non‑technical stakeholders.
• Ability to prioritise multiple requests and manage time effectively in a fast‑paced environment.
• Team player who can collaborate closely with Product, Engineering and external IT vendors.

Required skills

• Microsoft 365
• Zoom
• AdminCRM
• TA Portal
• Front
• Hardware troubleshooting
• User account creation and permission management
• Software configuration and updates
• Ticketing system usage
• Bug reporting