IT Support Technician

Role Description

Booking Holdings (NASDAQ: BKNG) is the world leader in online travel and related services, provided to customers and partners in over 220 countries and territories through six primary consumer-facing brands - Booking.com, KAYAK, Priceline, Agoda.com, Rentalcars.com, and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world.

Booking Holdings Bengaluru is a Center of Excellence based in Bengaluru, India and a legal entity of Booking Holdings Inc. The Center was created to support the increasing business demands of the Booking Holdings Brands. The Center of Excellence provides access to specialized and highly skilled talent, leading industry best practices, and collaboration opportunities across all of the Booking Holdings brands and business units.

Job Overview

As part of our Booking Holdings India team, you will have the opportunity to be a part of the world’s leading provider of online travel, with a mission of making it easier for everyone to experience the world through six-primary consumer facing brands: Booking.com, Priceline, Agoda, KAYAK, OpenTable and Rentalcars.com.

We believe that the passion and talent of our people is our strength – it is what drives us towards outstanding performance. We offer a dynamic, motivating and sophisticated work environment. We are eager to provide everyone the opportunity to learn, and develop skills in a truly world leading security practice. Our culture is open, innovative and performance orientated.

As we are looking to build our IT Support team to drive our strategy, you will be a part of a new and exciting transformation, giving you a unique opportunity to excel and make your impact on the organization. We are looking for a quality focused IT Support Technician who wishes to immerse themselves into the fast-moving dynamics of a successful and rapidly growing company. You will install, setup and troubleshoot all aspects of user desktops, software and phone systems. In your role you will help empower and grow your colleagues to maximize the talent and potential in the whole team.

Key Responsibilities

Provide technical support to employees through face-to-face interaction (walkup), phone, chat, email, and remote support tools.

Troubleshoot and resolve hardware, software, laptop, desktop, mobile device, meeting room, and basic network-related issues.

Support onboarding activities including laptop preparation, software installation, account setup, and workspace readiness for new joiners.

Handle user account administration activities such as access management, password resets, onboarding, offboarding, and role changes.

Perform onsite IT support and maintenance activities to ensure smooth day-to-day business operations.

Manage IT assets including laptop inventory, peripherals, stock tracking, and device lifecycle activities.

Provide regular updates to users on ticket progress, resolution timelines, and pending actions.

Coordinate with internal IT teams, vendors, facilities, and business stakeholders to resolve issues efficiently.

Prioritize and manage multiple support requests based on urgency and business impact.

Create and maintain technical documentation, user guides, and knowledge base articles.

Support meeting rooms, AV setups, and event-related technical requirements when needed.

Collaborate with team members to improve support processes, user experience, and operational efficiency.

Participate in hiring, onboarding, training, or knowledge-sharing initiatives whenever required.

Follow company IT policies, security standards, and hybrid work guidelines.

Qualifications & Skills

3–5 years of experience in IT Helpdesk, Onsite Desktop Support, or Technical Support roles in an enterprise environment.

Bachelor’s degree, Diploma, or equivalent qualification in Information Technology, Computer Science, or a related field.

Strong troubleshooting skills for hardware, software, operating systems, and enterprise applications, both onsite and remotely.

Hands-on experience supporting Windows and Mac devices, including laptop and desktop troubleshooting.

Good knowledge of Microsoft and Apple products, applications, and device management tools.

Experience with device imaging and endpoint management tools such as Intune, JAMF, Autopilot, SCCM, or similar platforms.

Familiarity with enterprise collaboration tools including Google Workspace (Gmail, Drive, Calendar), Microsoft Office/O365, Zoom, and Slack.

Experience supporting mobile devices including phones and tablets.

Knowledge of identity and access management tools such as Okta, MFA, SSO, Active Directory, and user account administration.

Basic understanding of networking concepts including TCP/IP, LAN, WAN, DNS, DHCP, and browser troubleshooting.

Experience working with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, or similar ITSM tools.

Understanding of ITIL/ITSM processes including Incident Management, Request Management, and Service Operations.

Experience supporting standalone and network printers, meeting room devices, and AV setups is an advantage.

Strong communication, interpersonal, and customer service skills with good spoken and written English.

Ability to work effectively both independently and collaboratively within a team environment.

Strong ownership mindset with a proactive approach toward problem-solving and process improvement.

Ability to manage multiple priorities in a fast-paced and dynamic work environment.

Business-oriented mindset with the ability to prioritize tasks based on impact and urgency.

Flexible to work in rotational shifts or support global teams when required.

Additional preferred

CompTia A+ certification

ITIL 4.0 Foundation certification

Knowledge of Microsoft Office suite

Understanding of and experience with Active Directory and Windows Server usage, AD Domains, DNS service, DHCP service.

Experience with mobile devices: phones and tablets.