Support Engineer

Overview

About Nortal:

We’re Nortal. We think big and create cutting-edge digital solutions with a global reach. And with 25 years of experience, 2,700+ professional experts, and half a billion people worldwide impacted by our work, we believe we’ve got the numbers to back up that statement.

Our global teams have played a significant role in many Fortune 500 companies’ projects and systems and have been the driving force of digital transformation for governments, healthcare institutions, and leading enterprises worldwide. We combine best-in-class strategic consulting with software engineering, data, and design practices to bring our visions to life.

About TUI

TUI is a global business with over 70,000 people on board, a great history and challenging plans for building a digital future. TUI is the largest leisure, travel and tourism company globally, and it owns travel agencies, hotels, airlines, cruise ships and retail shops.

As a Support Engineer you will work across applications, platforms, and data-related systems, with a primary focus on the enterprise analytics environment, including platforms such as Tableau or similar BI tools, along with associated systems, integrations, and data sources.

Responsibilities

• Provide 1st and 2nd line support for applications, platforms, hardware, and software via multiple communication channels (ticketing system, chat, phone, email, or on-site)
• Act as a primary point of contact for IT incidents and service requests, ensuring a high level of user satisfaction
• Manage incidents end-to-end, from identification through to resolution and closure, prioritising based on business impact
• Perform troubleshooting and root cause analysis for recurring or complex technical issues
• Support analytics and reporting platforms, including troubleshooting performance, connectivity, authentication, and access-related issues
• Assist users with platform functionality, data access, and reporting-related queries
• Investigate data-related issues impacting reporting (e.g., failed data refreshes, inconsistencies) and coordinate with relevant teams where needed
• Collaborate with cross-functional teams (infrastructure, data, applications) to resolve complex incidents
• Create and maintain technical documentation, knowledge base articles, and user guidance materials

Qualifications

• 3+ years of experience in IT support or Service Desk environments (including 1st and 2nd line support)
• Strong troubleshooting and analytical skills with the ability to resolve complex technical issues
• Understanding of applications, systems, and data flow concepts
• Experience working with incident management and ticketing systems
• Experience supporting analytics/reporting platforms (e.g., Tableau or similar BI tools) would be an advantage
• Strong communication skills in English (written and verbal)
• Customer-oriented and proactive mindset
• Ability to work independently and take ownership of tasks and issues

Nortal offers:

• 24 working days of paid vacation

• 11 paid national holidays

• Health care: up to 10 paid sick days, on-demand medical insurance, vaccinations

• Mental health support: webinars, resources, and compensation for therapy sessions

• Access to our corporate learning platform

• Language classes (English)

• Flexible benefits budget: a fixed monthly amount you can spend on what matters most to you - medical insurance, sports, leisure, fuel, and more

• 8-hour workday aligned with the client’s working hours

• Hybrid work options: work from home with the option to use our cozy office space whenever needed

• Engaging team events and thoughtful gifts throughout the year

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