IT Service Desk L3

Sabre is a technology company that powers the global travel industry. By leveraging next-generation technology, we create global technology solutions that take on the biggest opportunities and solve the most complex challenges in travel.

Positioned at the center of the travel, we shape the future by offering innovative advancements that pave the way for a more connected and seamless ecosystem as we power mobile apps, online travel sites, airline and hotel reservation networks, travel agent terminals, and scores of other solutions.

Simply put, we connect people with moments that matter.

Sabre is the global leader in innovative technology that leads the travel industry. We are always looking for bright and driven people who have a penchant for technology and want to hone their skills. If you are interested in challenging work, being part of a global team, and solving complex problems through technology, business intelligence and analytics - then Sabre is right for you

Role Overview

The position focuses on providing advanced technical support and acting as the primary escalation point for complex issues related to Azure and Office 365 that Level 2 agents cannot resolve. The engineer will also be responsible for driving cloud initiatives and optimizing support processes using Microsoft Azure and Microsoft Solutions Framework (MSF) technologies. Collaboration and knowledge sharing within the team are emphasized to improve both cloud and on-premises support operations

Key Duties

• Serve as the main escalation contact for complex Azure/Office 365 issues beyond Level 2 capabilities.
• Analyze and troubleshoot advanced incidents related to Azure and Office 365, ensuring quick resolution and minimal service disruption.
• Provide training and mentorship to Level 2 agents to enhance their technical skills.
• Document procedures, troubleshooting steps, and solutions for team knowledge sharing.
• Monitor cloud and on-premises infrastructure proactively to prevent issues.
• Collaborate with cross-functional teams to improve internal support procedures

Required Skills and Experience:

Communication and Experience

• Excellent verbal and written communication skills with a high level of English proficiency.
• At least 6 to 8 years of experience in IT service or support roles

Microsoft 365 and Windows Technologies

• Two years supporting Microsoft 365 products including Exchange Online, SharePoint Online, Teams, PurView, and Defender (desired).
• One year supporting Windows Server infrastructure such as Domain Controllers (Active Directory, GPO, DNS), Azure AD Connect in hybrid environments, and PowerShell scripting

Azure and Identity Management

• Experience managing Azure Identity and access services: Entra ID, Users and Groups, Privileged Identity Management (PIM), Conditional Access, Multi-Factor Authentication (MFA), App Registration, Single Sign-On (SSO) configuration, and licensing.
• Familiarity with other Azure services like Storage Accounts (File Shares, Blobs), Azure Virtual Desktop, Intune (for cloud and hybrid device management), and Universal Print

Additional Infrastructure Skills

• Knowledge of Windows Server infrastructure components such as Network Policy Server (NPS) and Public Key Infrastructure (PKI).
• Experience with ServiceNow for incident management, knowledge articles, and change management.
• Working within an ITIL framework.
• Proven experience in writing technical documentation and mentoring staff

This role is designed for a technically proficient individual with a collaborative mindset, capable of enhancing both cloud and on-premises support processes while fostering team growth through mentorship and documentation.

We will give careful consideration to your application and review your details against the position criteria. You will receive separate notification as your application progresses.

Please note that only candidates who meet the minimum criteria for the role will proceed in the selection process.