Global Technical Support Engineer

Agoda is looking for a Global Technical Support Engineer 

 
Who we are: 
Agoda is Asia’s leading and fastest growing online hotel reservation website. Maintaining this position requires an incredible amount of data, a superior IT infrastructure, and world class talent to bring it all together. Information Technology is Agoda’s core competency, and an IT career with us provides excellent growth opportunities in an exciting, multicultural environment with over 74 nationalities. 
 
This position sits within a fast-paced environment, where innovation and creative thinking matter; where passion for new technology applied in creative ways drives us to constantly improve the customer experience. We strive to create products and services that make a difference, and work hard to ensure continuous, consistent progress. And we never forget to have fun while doing it. 
 
What we need:   
For our team in Bangkok we are looking for candidates with experience in supporting and managing desktop, network and IT infrastructure in a fast-paced, global environment, across the full employee lifecycle (onboarding, internal moves and offboarding). 
 
Job Responsibilities:   
• Provide L1–L2 day‑to‑day technical support for global end‑users, including hardware/software installation, configuration and troubleshooting.   
• Deliver IT support across the user lifecycle: onboarding (devices) and offboarding (asset return).   
• Handle incidents and service requests via ServiceNow or similar tools, ensuring proper logging, categorization, communication and resolution within SLAs.   
• Own local office IT support (desktops/laptops, meeting rooms, AV/VC, printers, peripherals and basic network/connectivity).   
• Build and configure laptops, set up workstations and ensure a smooth onboarding experience for new joiners.   
• Ensure endpoint security and compliance (patching, encryption, antivirus/EDR, OS compliance).   
• Maintain accurate IT asset and inventory records, including allocation, returns and lifecycle updates.   
• Administer Azure AD / Active Directory for user and device accounts (provisioning, group membership, password/account issues).   
• Support Google Workspace (Gmail, Drive, Calendar, Meet, Groups) for both administration and end‑user troubleshooting.   
• Use enterprise endpoint management tools (e.g. Intune, Kace) and mass deployment solutions (e.g. Autopilot, Jamf) for device management and provisioning. 
• Collaborate with other IT teams on escalations, root cause analysis and continuous improvement of processes and documentation.   
• Participate in shift work, on‑call rotation and occasional travel to support regional offices or projects. 
 
Requirements: 
• 2+ years’ experience in L1–L2 support for office, network and desktop infrastructure in a corporate environment.   
• Practical experience with IT helpdesk operations and ticketing tools (ServiceNow or similar).   
• Experience administering and supporting Google Workspace (Gmail, Drive, Calendar, Meet, Groups).   
• Strong knowledge of Windows, macOS and Microsoft Office in a corporate environment.   
• Proficiency with endpoint management tools (Intune, Kace or similar) and mass deployment tools (Autopilot, Jamf).   
• Basic understanding of network fundamentals (TCP/IP, DNS, DHCP, Wi‑Fi, VPN) for first‑line troubleshooting.   
• English: full professional fluency (written and spoken).   
• Strong ownership mindset and customer‑service orientation.   
• Clear communication and interpersonal skills; able to explain technical issues to non‑technical users.   
• Team player who can also work independently and manage priorities in a fast‑paced environment.   
• Willingness to work shifts, join on‑call rotations and travel occasionally.   
• Desire to continuously learn and stay current with new technologies. 
• ITIL Foundation certification or basic understanding of ITIL/IT service management principles is a strong plus.