Description:
I. Position Summary:

The Crewmember Technologies Engineer II delivers, maintains and supports endpoint solutions throughout JetBlue, leveraging available technologies, and customer service skills to provide a level of service thatÁ’s aligned with the CTS organizationÁ’s objectives, initiatives and the businessÁ’ needs. (Endpoint solutions include collaboration tool suites, crewmember hardware, customer facing hardware, office productivity software, and mobile devices)

II. Essential Functions:

Á• Delivers support to CTSÁ’ internal customers which meets or exceeds CTSÁ’ defined SLOs
Á• Owns and drives proper resolution of incidents
Á• Partners with other IT Teams and business partners as needed
Á• Maintain proper documentation of incidents and service requests using incident tracking tools (Remedy, CMISWeb, others)
Á• Use a proactive approach to problem resolution, aimed at reducing the number of reported incidents and enhancing the technology experience for the business
Á• Ensures timely and courteous service is delivered to all Customers and Crewmembers supported
Á• Revises documentation as new information or process is identified
Á• Conducts scheduled walk-through of assigned facilities to ensure all systems are operational
Á• Delivers regular, ongoing preventative maintenance activity to endpoint solutions
Á• Travel to assigned sites/airport as needed

Experience:
I. Minimum Qualifications:

Á• High School Diploma or General Education Development (GED) Diploma
Á• Bachelor's Degree preferred but not required
Á• Certifications (MCSE, MCP, A+ hardware) preferred but not required
Á• Prior Desktop Support and/or call center experience required
Á• Three (3) to four (4) years experience with Microsoft desktop and server products
Á• Regular attendance and punctuality
Á• Organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Fun and Passion
Á• Pass a ten (10) year background check and pre-employment drug test
Á• Legally eligible to work in the country in which the position is located
Á• When working or traveling on JetBlue flights, and if time permits, all capable Crewmembers are asked to assist with light cleaning of the aircraft

II. Knowledge, Skills, and Abilities:.

Technical Competencies
Á• Proficient knowledge of Microsoft desktop products (Office Suite, SharePoint, etc)
Á• Fundamental knowledge of Microsoft server products
Á• Fundamental knowledge of networking
Á• Fundamental knowledge of telephony, messaging and infrastructure
Á• Fundamental knowledge of VDI (Virtual Desktop Infrastructure) tools such as Citrix XenApp, Microsoft App-V, etc.
Á• Advanced ability to troubleshoot and resolve technical issues/problems
Á• Strong analytical skills

Core Competencies
Á• Ability to work well with others and complete tasks with minimal supervision
Á• Ability to work effectively with others in all levels and diverse environments
Á• Effective verbal and written communication skills
Á• Ability to manage multiple tasks and customers simultaneously
Á• Ability to work in a high-pressure environment
Á• Ability to rapidly resolve issues and recognize when escalation is necessary
Á• Effective time management and prioritization skills
Á• Positive, upbeat energy and strong team player
Á• Excellent problem solving and structured thinking skills
Á• Excellent customer service and an understanding of how IT is ultimately delivered to the Customer
III. Working Conditions:

Equipment:

Á• Desktops, laptops, thin