Job Summary
The System Support Executive is responsible for providing first-level technical and operational support for travel technology systems, including GDS platforms, mid-office, and back-office applications.
The Junior System Support Executive is responsible for providing first-level technical and operational support for travel technology systems such as GDS platforms, mid-office, and back-office applications.
This role supports daily system operations, assists in on boarding users and clients, and works closely with internal teams and external vendors to ensure smooth system performance. The position also involves supporting system-related projects, performing basic system and GDS configurations, and delivering support to regional clients.
What You'll be doing
- Provide 1st level support for travel systems by handling user inquiries, performing basic troubleshooting, and resolving common system issues.
- Assist in user onboarding, including setting up system access, assigning roles and permissions, and guiding users on basic system usage.
- Support client onboarding by configuring system settings and ensuring accurate setup of client profiles across platforms.
- Monitor daily system operations, reports, and dashboards to ensure data accuracy and highlight any discrepancies.
- Escalate complex or unresolved issues to senior team members or external vendors and follow up to ensure timely resolution.
- Support and participate in system-related projects, including system implementation, enhancements, and configuration activities.
- Perform basic configuration of travel systems, including GDS setup and related configurations based on business requirements.
- Provide system support to regional clients, ensuring clear communication and effective issue resolution.
- Assist in User Acceptance Testing (UAT) by executing test cases and documenting findings during system upgrades or enhancements.
- Maintain and update documentation such as user guides, SOPs, and training materials.
- Provide basic training and guidance to users when required.
- Perform additional duties and responsibilities as assigned by the Manager or Supervisor.
What We Are Expecting
- Diploma or Degree in Information Technology, Computer Science, or a related discipline.
- Fresh graduates are encouraged to apply
- 1–3 years of experience in system support, IT support, or related roles is an added advantage.
- Experience in customer service or call center support, particularly in handling system or product-related inquiries, is an added advantage.
- Basic knowledge or exposure to travel systems (e.g., GDS) is a plus.
- Exposure to system implementation, configuration, or project support is an advantage.
- Good problem-solving skills and willingness to learn new systems and technologies.
- Ability to work independently as well as collaboratively in a team environment.
- Preferably mandarin speaking candidate.
SKILLS (software & soft skills required for the job)
- Strong analytical, problem-solving, and troubleshooting skills.
- Ability to manage multiple tasks and priorities in a fast-paced operational environment.
- Good communication and interpersonal skills, with the ability to support users and stakeholders effectively.
- Proficiency in English, with the ability to understand and communicate in Mandarin to support regional clients
- Basic understanding of IT systems, applications, or databases.
- Good attention to detail and accuracy in handling system data and reports.
- Positive attitude, proactive mindset, and willingness to learn.
Perks & Benefits
- Casual dress code
- Free snacks / Happy hours
