About Flight Centre Travel Group

Flight Centre Travel Group is one of the world’s largest travel companies with over 12,000 employees globally - who we call ‘Flighties’. With over thirty brands under our family tree and headquarters in more than twenty countries, our roles are diverse and our opportunities are endless. Together, we live and breathe our number one philosophy, our people, and turn up each day driven by our purpose to open up the world for those who want to see. Put simply, we’re a bunch of travel lovers looking for more travel lovers to join our family.

About The Role

As a Service Desk Engineer (Level 2), you will play a crucial role in providing technical support and assistance to all FCTG staff. You will be responsible for diagnosing and resolving technical issues efficiently while maintaining a high level of customer satisfaction. Resolve first time fix queries and tickets escalated by L1. All calls and tickets must be logged daily. Regular feedback must be given on outstanding calls on a regular basis and keep the client informed on the progress. The role is also to assist with JML (Joiners, Movers and Leavers), and installing hardware. On a rotational basis, they will be scheduled to work standby 24/7.This means being available to assist with queries and if they cannot assist, escalating it to second person on standby. Additionally, you will collaborate closely with other members of the IT team to escalate complex problems and ensure timely resolution.

Primary duties and responsibilities (KRAs)

• Provide second-level technical support to clients via phone, email, and remote assistance tools.
• Diagnose and troubleshoot hardware and software issues related to desktops, laptops, printers, mobile devices, and other peripherals.
• Escalate complex problems to the appropriate teams and follow up to ensure timely resolution.
• Document all support interactions and resolutions in the ticketing system.
• Assist with the maintenance and administration of IT systems, including user account management and software installations.
• Contribute to the development of knowledge base articles and support documentation.
• Participate in on-call rotation and after-hours support as needed.

Experience & Qualifications

• Matric
• Bachelor’s degree in computer science, Information Technology, or related field preferred.
• IT certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are a plus.
• Minimum of 2 years of experience in a similar role providing technical support to end-users business applications
• Strong knowledge of Microsoft Office Suite and other common          
• Excellent communication and customer service skills.
• Ability to work independently and collaboratively in a fast-paced

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside the norm.

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion
  • Diversity Day: paid leave to observe holiday or cultural celebration of your choice 
  • Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
  • Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising
  • Employee giving program
  • Office Environmental Program
  • 1 Volunteer Day per Calendar Year

Benefits Include:

• Travel perks/discounts for employees
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Employee Assistance Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

If you are passionate about technology and enjoy solving complex problems, we would love to hear from you!

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