• 10-Apr-2019 to 09-Jun-2019 (PST)
  • Fort Worth, TX, USA
  • Full Time

Virtuoso is the leading international travel agency network specializing in luxury and experiential travel. The by-invitation only organization comprises over 800 travel agency partners with more than 16,000 elite travel advisors in over 45 countries through North America, Latin America, the Caribbean, Europe, Asia-Pacific, Africa and the Middle East. Drawing upon its preferred relationships with 1,700 of the world's best hotels and resorts, cruise lines, airlines, tour companies and premier destinations, the network provides its upscale clientele with exclusive amenities, rare experiences and privileged access.


Position Summary: The Technical Support Engineer II provides MAC and PC desktop support to Virtuoso staff, and to the external network of Virtuoso members as needed. Additionally, the Technical Support Engineer II assists in a variety of other areas such as supporting multimedia equipment, troubleshooting local area network connectivity, meetings and events support, IT inventory management.


Essential Duties and Responsibilities include the following. Other duties may be assigned.

  1. Deploy, maintain and support MAC and PC computer systems for all Virtuoso employees, including home office users.
  2. Support the external network of Virtuoso members (customers) as directed by Virtuoso service level agreements.
  3. Compose and update how-to/Knowledge base documentation on supported applications.
  4. Meet service level agreement support goals by responding promptly to requests for technical assistance, communicating periodic issue status, and providing high quality and timely solutions.
  5. Process and update assigned CRM Cases for all support contacts. Effectively utilize support tools to document and prioritize open issues, and to propagate solutions to both members and co-workers.
  6. Create, work and complete assigned projects through Agile Methodology process.
  7. Manage Antivirus/malware/patch management through Windows Intune, VPN, Windows images, and other 3rd party SAAS applications such as Microsoft Office 365 (Exchange Online, SharePoint Online, Skype for Business for phones, Microsoft Teams, Planner, Dynamics CRM Online), and Amazon S3 Browser.
  8. Support and maintain cloud based phone system with Polycom endpoints.
  9. Provide multi-media support for conference rooms and staff meetings such as projectors, video conferencing, Zoom/GotoMeeting/webinar sessions and conference calls.
  10. Assist in the tracking of equipment and software inventory.
  11. Support the tier 3 team with system local and offsite backups.
  12. Support the tier 3 team with local area network connectivity issues affecting Virtuoso staff.
  13. Take part in on-going learning about our products and new releases as well as perform front line training for rolling out new OS and line of business applications to end users.


Educational and Skills Requirements:

  • Associates or equivalent technical degree in IT, MIS, computer science or related field or current Microsoft/CompTIA certifications and 3+ years' experience in front line enterprise technical support; or an equivalent combination of education and 3+ years' experience in front line enterprise technical support.
  • Certifications in computer hardware, Information Security, Cloud Applications, desktop support and server, or network related areas is preferred
  • Exceptional knowledge of Windows OS (Windows 10, 8.1, 7, Vista, XP), MS Office Suite, and multiple Internet browsers.
  • Exceptional knowledge of Mac OS, Apple IOce Suite, and multiple Internet browsers.
  • Experience with Enterprise Windows and Linux Server Architecture (Windows Server 2016, 2012 R2, Windows Server 2008), Active Directory, IIS, file level security, DNS, DHCP and their application within a large network.
  • Experience with Enterprise Video Conference systems.
  • Experience with Travel specific GDS, Various Cloud SAAS based productivity systems, Microsoft Office 365 Exchange, MS Dynamics CRM, Cloud SIP based PBX, MS SharePoint, Windows Deployment Services, Microsoft Hyper-V, VMware ESXI, VPN systems a plus.
  • Ability to communicate clearly and effectively, both verbally and in writing, with a diverse group of people at various levels within the membership and organization all while maintaining a patient, positive, friendly and professional demeanor.
  • Excellent analytical and trouble-shooting skills to document and resolve issues in a detailed, timely, and comprehensive manner.
  • Able to take initiative and work independently while demonstrating flexibility, good judgment and commonsense. Must multitask, prioritize, problem solve and meet deadlines under pressure.
  • Available to rotate on-call for after-hours emergency support.
  • Travel Industry experience a plus.
  • Some travel will be required.


Type/Nature of Contacts:

External:  Daily contact with members 

Internal:  Daily contact with Virtuoso staff and management


We offer a competitive salary and full benefits package, including medical/dental/vision/life, a company matched 401(k) savings plan, and more. Virtuoso is an equal opportunity employer, dedicated to promoting a diverse workforce.

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