Agoda - Global Technical Support Engineer

• 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.