JetBlue Airways
Position Title: Analyst Crewmember Technology Services Support (SDQ-DR) (On-Site)
Position Summary
The IT Crewmember Technology Services (CTS) Support Analyst provides support to JetBlue’s IT environment, including maintaining and supporting all hardware and applications utilized by JetBlue.
Essential Responsibilities
Provides support for Apple products throughout the infrastructure, including Apple Provisioning Utility (APU’s), MacBooks, iPads, and iPhones.
Provides support for all JetBlue hardware/applications including telephony and mobile devices.
Provides excellent onsite and remote Customer Service for JetBlue crewmembers.
Serves as escalation point and provides Tiers 2 and 3 support.
Acts as a source of guidance, feedback, and technical expertise for other members of the CTS Support teams.
Coordinates resolution of incidents/requests from beginning to end with internal and external resources.
Monitors, maintains, and supports systems and user access.
Facilitates software package rollouts and maintenance.
Collaborates with all Information Technology (IT) disciplines.
Works to achieve first-touch resolution with all issues.
Collaborates with non-IT teams on projects including Moves/Adds/Changes.
Maintains documentation of requests per JetBlue standards.
Creates, maintains, and updates knowledge base documentation with the most relevant information.
Coordinates response for major incidents and outages.
Utilize knowledge of common Cisco hardware and proficiently navigate console access to perform configuration, troubleshooting, and maintenance tasks effectively.
Patch, trace, and troubleshoot network cabling to ensure uninterrupted connectivity.
Setup and dismantle all local training events, including equipment configuration.
Provide technical support to neighboring countries that will minimize cost and maximize response time, including quarterly on-site visits.
Offer technical support as needed to Caribbean Region, optimizing cost efficiency and response times.
Other duties as assigned.
Minimum Experience and Qualifications
High School Diploma or General Education Development (GED) Diploma or equivalent
One (1) year of experience supporting Apple devices in an enterprise environment
Three (3) years’ experience in IT hardware and application support
Experience with Apple Provisioning Utility, Workspace One and JAMF
Experience supporting latest operating systems
Experience implementing and supporting applications
Experience using desktop deployment packages
Available for occasional overnight travel (40%)
Must be in possession of valid travel documents with the ability to travel in and out of the country in which the position is located
Must be able to acquire a valid visa to travel to the US
Must pass a ten (10) year background check and pre-employment drug test
Must be legally eligible to work in the country in which the position is located
Authorization to work in the country in which the position is located is required. This position is not eligible for visa or work permit sponsorship
Preferred Experience and Qualifications
Bachelor’s Degree
Certifications (Apple Certified Support Professional)
Certifications (Microsoft, Networking, programming languages)
Three (3) years’ experience in a call center environment
Knowledge of Microsoft desktop and server products
Knowledge of Exchange and Office Suite
Knowledge of LAN environment using TCP/IP, DHCP, DNS
Knowledge of telephony, messaging, and infrastructure (VOIP and POTS)
Knowledge of mobile devices
Crewmember Expectations:
Regular attendance and punctuality
Able to work variable hours, flexible shifts, including holidays and weekends
Potential need to work flexible hours and be available to respond on short notice
Able to maintain a professional appearance.
When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion, and Fun
Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy, and behavioral standards.
Identify safety and/or security concerns, issues, incidents, or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
Equipment:
Computer and other office equipment
Work Environment:
Traditional office environment
This role is 100% on-site at the Airport
Physical Effort:
Moderate physical activity required by handling objects up to 50 pounds occasionally and/or up to 20 pounds frequently. (Medium)
#LI-JC1
#LI-Onsite
JetBlue Airways
You must sign in to apply for this position.
