• Provide first-level contact and problem resolution for all users with software application & hardware problems via phone, email or in person • Maintain proficiency with the responsibilities of reservations and airport agents • Perform testing and offer feedback on existing programs, new versions of these programs and new functionality within existing or new distribution channels • Provide accurate and timely logging of problems and resolution for problems into helpdesk ticket management system • Elevate calls/emails that cannot be answered at initial request or urgent matters affecting the operation pursuant to the Help Desk Escalation Process • As time allows, review PNRs to ensure passengers are check-in ready • Assist with maintaining the department’s reference materials • Reinforce training when assisting employees • Support and encourage frontline agents to prevent customer service failures • Participate in additional/regular training sessions to maintain subject matter knowledge • Additional duties assigned

• You lead and coordinate IT projects from planning through roll-out. • You optimize the IT landscape with a focus on SAP and Microsoft Fabric. • You proactively manage risks and stakeholders, applying common project management methodologies. • You verify quality assurance, achievement of objectives, and a smooth handover to users. • You assist the business lead in preparing and delivering training for newly implemented tools.

Role Description Seeking Alpha is looking for a forward-thinking IT Specialist to join our dedicated IT Team. In this role, you will be responsible for providing high-level, proactive technical support to our global employees, ensuring seamless operations and efficient use of technology. You will work closely with all Seeking Alpha teams, from product to operations, to drive IT efficiency, security, and employee productivity, directly contributing to our overall success. What You'll Do - Delivering exceptional remote technical support: - Provide prompt, polite, and effective assistance to employees across various operating systems, including Windows, macOS, and basic Linux, troubleshooting issues and maintaining a high standard of service that consistently meets our internal SLAs. - Proactive problem-solving and project leadership: - Identify opportunities for IT improvements, suggest innovative ideas, and actively push various IT projects (e.g., hardware upgrades, software rollouts, security initiatives) from conception to completion within decided timelines. - Managing IT assets and vendor relationships: - Oversee the procurement, delivery, and accurate stockkeeping of IT equipment across Europe and Ukraine. This includes managing relationships with existing suppliers and identifying new ones to ensure we always have what we need. - Ensuring IT continuity and security: - Be highly responsive and available for all daily IT needs during standard work hours. You'll also be available to team management in the event of a crisis or emergency situation (which may occur outside standard hours), acting as a trusted custodian of company administrative access and sensitive data. - Educating and empowering users: - Help employees become more self-sufficient by clearly explaining IT tools, services, and best practices. Your guidance will reduce recurring issues and enable more productive use of technology. Qualifications - 2-3 years of experience in IT Helpdesk/Desktop Support, preferably in small to mid-sized teams - Strong hands-on skills with Windows and macOS environments; Linux experience is an advantage - High-level English proficiency, both written and spoken - a must - Proven ability to take ownership of tasks, advance projects, and push them to completion within set timelines - Experience with managing IT procurement, handling deliveries, maintaining accurate stock registries, and managing supplier relationships - Willingness and ability to be highly responsive during standard work hours and available for team management during critical updates or emergencies, which may occasionally occur outside traditional hours - A high degree of trustworthiness and discretion, especially when handling sensitive company administrative access and data - A demonstrated passion for continuous learning and a strong ability to acquire new technical skills independently - Excellent communication skills with a polite, patient, and clear demeanor, capable of explaining technical information in an easy-to-understand way to non-technical users - Strong problem-solving skills with a proactive, "can-do" attitude Requirements - Experience Nice to have: - Remote support tools (TeamViewer, AnyDesk) - SSO platforms (Google SSO, Microsoft SSO) - Slack, Teams, and other IM applications

• Provide advanced technical support for escalated issues (Tier 2) • Troubleshoot and resolve issues related to: macOS (Apple environments), Networking (VPNs, connectivity), Google Workspace and Microsoft 365 SaaS platforms • Document solutions clearly and in a reusable format • Collaborate with Tier 1 and Tier 3 teams to resolve complex issues • Support onboarding processes: Device setup and configuration, Account provisioning, and access management • Manage endpoint tools (MDM) such as Jamf, Intune, or similar • Act as the main point of contact for end users • Communicate solutions in a clear, friendly, and non-technical language • Own the full ticket lifecycle from start to resolution