Engineer IT OCC at JetBlue in Long Island City, New York

Job Description:

Position Summary

The Engineer IT Operations Control Center (OCC) maintains and supports users and solutions throughout the Systems Operating Center as well as companywide leveraging available technologies, and customer service skills to provide a level of service that is aligned with the organization's objectives, initiatives and the business needs. The Engineer Server installs, maintains, and troubleshoots software and hardware. Candidate will also work with Server Engineering and Application Support staff to maintain systems and applications.

Essential Responsibilities

• Delivers support to internal customers which meets or exceeds defined SLOs


• Responsible for day-to-day monitoring of the Windows Server and applications environment


• Monitors and escalates support issues for components of JetBlue's Windows networking infrastructure including Active Directory, TCP/IP, DNS, DHCP and others


• Ensures database applications and interfaces are available via periodic health checks


• Monitor, configure, support, and troubleshoot desktop and server based applications on a local and remote level throughout the enterprise


• Performs routine health checks against our Citrix computing environment


• Provides timely escalation for issues based on predefined levels for mission critical applications.


• Owns and drives proper resolution of incidents via Incident Management


• Opens, updates, and closing of Incident and Request tickets via LANDesk ticketing tool


• Partners with other IT Teams and business partners as needed


• Maintain proper documentation of incidents and service requests using incident tracking tools


• Uses a proactive approach to problem resolution, aimed at reducing the number of reported incidents and enhancing the technology experience for the business


• Ensures timely and courteous service is delivered at all times


• Revises documentation as new information or processes are identified


• Delivers regular, ongoing preventative maintenance activity to endpoint solutions


• Follows the handover process documented to bring the next shift up to speed and highlight priority items or issues


• Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as or when they occur


• Other duties as assigned

Minimum Experience and Qualifications

• Associate's Degree


• Four (4) years of experience building and administering Windows server


• Four (4) years of experience with Microsoft networking including TCP/IP


• Four (4) years of desktop support


• Excellent time management skills


• Prior NOC Support and/or call center experience


• Flexibility with schedule - this is a role with changing shift times that provides 24/7 365 days onsite support


• Able to pass a ten (10) year background check and pre-employment drug test


• Legally eligible to work in the country in which the position is located

Preferred Experience and Qualifications

• Bachelor's Degree


• Six (6) years' customer service experience


• Six (6) years' experience supporting Citrix environment


• Six (6) years' experience building and administering Windows servers


• Ability to effectively communicate and lead a team of engineers to build and share their knowledge


• Experience with MS-SQL databases and Active Directory preferred


• Microsoft Certified Systems Engineer certification or equivalent


• Knowledge of virtualization technologies


• Knowledge of Citrix server installations and administration

Crewmember Expectations:

• Regular attendance and punctuality


• Potential need to work flexible hours and be available to respond on short-notice


• Well-groomed and 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

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

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