Global Technical Support Engineer - Bangkok Based

Agoda
Full_time•Bangkok, Thailand

📍 Job Overview

  • Job Title: Global Technical Support Engineer - Bangkok Based
  • Company: Agoda
  • Location: Bangkok, Thailand
  • Job Type: On-site
  • Category: IT Support & Infrastructure
  • Date Posted: August 1, 2025

🚀 Role Summary

Agoda is seeking a Global Technical Support Engineer to join their team in Bangkok, Thailand. The ideal candidate will have experience in supporting and managing desktop, network, and IT infrastructure. This role involves providing technical support to global end-users, owning local office support, and maintaining IT inventory. Proficiency in Azure, Active Directory, and enterprise systems management tools is required. The successful candidate will be a self-starter, customer-focused, and comfortable working in a fast-paced environment.

💻 Primary Responsibilities

  • User Support: Provide technical support to global end-users, including hardware and software setup, installation, configuration, and troubleshooting.
  • Office Infrastructure Management: Own all aspects of local office support, including infrastructure and desktop management.
  • Network Support: Support office infrastructure and network, ensuring optimal performance and connectivity.
  • Hardware Deployment: Build laptops and set up workstations for new employees and office moves.
  • Endpoint Security: Ensure endpoints meet security KPIs, including patching, operating system, and antivirus management.
  • IT Inventory Management: Maintain and track IT inventory, including hardware and software assets.
  • User Account Management: Manage Azure and Active Directory users and computers, ensuring proper access and security.
  • Enterprise Systems Management: Proficiency in enterprise systems management tools such as Intune, Configuration Manager, Kace, or Altiris is required.
  • Mass Deployment Solutions: Experience with mass computer deployment solutions such as Autopilot and JAMF is preferred.
  • On-Call and Shift Work: Willingness to work shifts and be on-call to provide 24/7 support as needed.
  • Teamwork and Collaboration: Ability to work independently and as part of a team, fostering a collaborative and inclusive work environment.

🎓 Skills & Qualifications

  • Education: Relevant degree or certification in IT, computer science, or a related field.
  • Experience: At least 1 year of experience in supporting office, network, and desktop infrastructure.
  • Technical Skills:
    • Proficient in desktop, network, and IT infrastructure support.
    • Strong knowledge of Windows, MacOS, and Office in a corporate environment.
    • Experience with Azure, Active Directory, and enterprise systems management tools.
    • Familiarity with mass computer deployment solutions such as Autopilot and JAMF.
    • Excellent communication and interpersonal skills.
    • Fluency in English with the ability to communicate effectively with global team members.
  • Personal Attributes:
    • Customer-focused and committed to providing exceptional service.
    • Self-motivated and able to work independently with minimal supervision.
    • Strong problem-solving skills and the ability to find creative solutions.
    • Adaptable and able to thrive in a fast-paced, dynamic work environment.
    • A good sense of humor and the ability to maintain a positive attitude under pressure.

📊 Web Portfolio & Project Requirements

  • Portfolio Essentials: A well-structured portfolio showcasing your technical support and infrastructure management experience, including case studies and success stories.
  • Technical Documentation: Detailed documentation of your technical support processes, including hardware and software setup, troubleshooting steps, and security protocols.
  • Performance Metrics: Track and report on key performance indicators (KPIs) related to your technical support and infrastructure management responsibilities.
  • User Feedback: Collect and analyze user feedback to continuously improve your technical support services and identify areas for process improvement.

💵 Compensation & Benefits

  • Salary Range: Competitive salary range based on experience level and regional standards for IT support and infrastructure management roles in Bangkok, Thailand.
  • Benefits:
    • WFH Set Up Allowance
    • Employee Discount for Accommodation Globally
    • Annual CSR / Volunteer Time Off
    • Benevity Subscription for Employee Donations
    • Volunteering Opportunities Globally
    • Free Headspace Subscription
    • Free Odilo & Udemy Subscriptions
    • Access to Employee Assistance Program
    • Enhanced Parental Leave
    • Life, TPD & Accident Insurance

🎯 Team & Company Context

  • Company Culture: Agoda values diversity, collaboration, and innovation. The company fosters a work environment rich in diversity, creativity, and collaboration, with a strong focus on continuous improvement and customer experience.
  • Team Structure: The Global Service Delivery (GSD) team is responsible for Agoda's office infrastructure and staff connectivity. The team uses state-of-the-art cloud management technologies combined with on-site services to manage the latest hardware running Windows, macOS, and Linux.
  • Development Methodology: Agoda uses Agile methodologies and code review processes to ensure high-quality, scalable, and maintainable technical solutions.
  • Company Website: Agoda Careers

📈 Career & Growth Analysis

  • Web Technology Career Level: This role is suitable for an entry-level to mid-level IT support professional with experience in desktop, network, and IT infrastructure management.
  • Reporting Structure: The Global Technical Support Engineer reports directly to the Global Service Delivery Manager and works closely with the global IT team to ensure consistent, high-quality technical support services.
  • Technical Impact: This role has a significant impact on Agoda's global user experience, ensuring optimal performance, security, and connectivity for all employees.
  • Growth Opportunities: Agoda offers opportunities for career progression, including technical specialization, team leadership, and architecture decision-making roles. The company encourages continuous learning and provides resources for professional development and certification.

🌐 Work Environment

  • Office Type: Agoda's Bangkok office is a modern, collaborative workspace designed to foster creativity, innovation, and teamwork.
  • Office Location: The Bangkok office is conveniently located in the heart of the city, with easy access to public transportation and amenities.
  • Workspace Context: The Global Technical Support Engineer works in a dynamic, fast-paced environment, collaborating with cross-functional teams to ensure optimal technical support services.
  • Work Schedule: This role follows a standard work schedule with flexibility for on-call and shift work as needed to provide 24/7 support.

📄 Application & Technical Interview Process

  • Interview Process:
    • Technical Preparation: Familiarize yourself with Agoda's technology stack, including hardware, software, and infrastructure components. Brush up on your technical support and infrastructure management skills, with a focus on Agoda's specific requirements.
    • Portfolio Review: Prepare a portfolio showcasing your technical support and infrastructure management experience, with a focus on problem-solving, process improvement, and user impact.
    • Technical Challenge: Be prepared to participate in a technical challenge or assessment, demonstrating your hands-on skills in desktop, network, and IT infrastructure management.
    • Behavioral Interview: Demonstrate your customer service mindset, problem-solving skills, and ability to work effectively in a fast-paced, dynamic work environment.
  • Portfolio Presentation Strategy:
    • Live Demonstration: Prepare a live demonstration of your technical support and infrastructure management processes, including hardware and software setup, troubleshooting, and security protocols.
    • Case Studies: Develop case studies highlighting your technical support and infrastructure management experience, with a focus on problem-solving, process improvement, and user impact.
    • Technical Documentation: Prepare detailed documentation of your technical support processes, including hardware and software setup, troubleshooting steps, and security protocols.
  • ATS Keywords: Include relevant keywords in your resume and portfolio to optimize your application for Applicant Tracking Systems (ATS). Focus on desktop, network, IT infrastructure management, and customer service-related keywords.

🛠 Technology Stack & Web Infrastructure

  • Hardware: Familiarity with a wide range of desktop and laptop hardware, including Windows, MacOS, and Linux-based systems.
  • Software: Proficiency in various software applications, including operating systems, office suites, and enterprise software solutions.
  • Network: Experience with network infrastructure, including routers, switches, and wireless access points, as well as network protocols and troubleshooting.
  • IT Infrastructure: Knowledge of IT infrastructure components, including servers, storage, and backup systems, as well as IT service management (ITSM) tools and processes.
  • Cloud Services: Familiarity with cloud services, including Azure, AWS, and Google Cloud Platform, as well as cloud-based infrastructure and application management.
  • Security: Experience with security protocols, including access control, authentication, and encryption, as well as security incident response and business continuity planning.

👥 Team Culture & Values

  • Web Development Values: Agoda values user experience, performance optimization, accessibility, and code quality in its web development processes.
  • Collaboration Style: Agoda fosters a collaborative work environment, with cross-functional integration between developers, designers, and stakeholders.
  • Customer Service Mindset: Agoda prioritizes customer service, with a focus on user experience, problem-solving, and continuous improvement.

📈 Challenges & Growth Opportunities

  • Technical Challenges:
    • Hardware and Software Troubleshooting: Develop and refine your troubleshooting skills to address hardware and software issues efficiently and effectively.
    • Network Connectivity: Gain experience in diagnosing and resolving network connectivity issues, including wireless and wired network problems.
    • Security Incident Response: Enhance your security incident response skills to ensure optimal security and business continuity.
    • Process Improvement: Continuously improve your technical support processes to enhance user experience and optimize resource utilization.
  • Learning & Development Opportunities:
    • Technical Specialization: Specialize in specific areas of desktop, network, or IT infrastructure management to enhance your technical expertise and career prospects.
    • Certification and Training: Pursue relevant certifications and training opportunities to stay up-to-date with the latest technologies and best practices.
    • Mentoring and Leadership: Seek mentoring opportunities to develop your leadership skills and contribute to the growth and development of your team members.

💡 Interview Preparation

  • Technical Questions:
    • Hardware and Software: Prepare for questions related to hardware and software setup, installation, configuration, and troubleshooting, with a focus on Agoda's specific requirements.
    • Network: Brush up on your network troubleshooting skills and familiarize yourself with Agoda's network infrastructure.
    • Security: Review security protocols, incident response, and business continuity planning, with a focus on Agoda's specific security requirements.
    • Process Improvement: Prepare for questions related to process improvement, user experience enhancement, and resource optimization.
  • Company & Culture Questions:
    • Agoda's Technology Stack: Familiarize yourself with Agoda's technology stack, including hardware, software, and infrastructure components.
    • Agoda's Customer Service Focus: Prepare for questions related to Agoda's customer service mindset, user experience enhancement, and problem-solving strategies.
    • Agoda's Work Environment: Research Agoda's work environment, including office layout, team structure, and collaboration processes.
  • Portfolio Presentation Strategy:
    • Technical Support Process Documentation: Prepare detailed documentation of your technical support processes, including hardware and software setup, troubleshooting steps, and security protocols.
    • Case Studies: Develop case studies highlighting your technical support and infrastructure management experience, with a focus on problem-solving, process improvement, and user impact.
    • Live Demonstration: Prepare a live demonstration of your technical support and infrastructure management processes, including hardware and software setup, troubleshooting, and security protocols.

📌 Application Steps

To apply for this Global Technical Support Engineer position at Agoda:

  1. Submit Your Application: Visit the Agoda Careers website and submit your application through the application link provided.
  2. Prepare Your Portfolio: Tailor your portfolio to highlight your technical support and infrastructure management experience, with a focus on problem-solving, process improvement, and user impact.
  3. Optimize Your Resume: Include relevant keywords in your resume to optimize your application for Applicant Tracking Systems (ATS), focusing on desktop, network, IT infrastructure management, and customer service-related keywords.
  4. Research Agoda: Familiarize yourself with Agoda's technology stack, customer service focus, and work environment to ensure a strong fit for the role.
  5. Prepare for Technical Interview: Brush up on your technical support and infrastructure management skills, with a focus on Agoda's specific requirements, and prepare for a technical challenge or assessment.

Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Application Requirements

Candidates should have at least 1 year of experience in supporting office, network, and desktop infrastructure. Full professional fluency in English and a customer service mindset are essential.