Job Summary:
JetBlue is an airline company looking for an IT CTS Support Analyst to provide support for their IT environment. The role involves maintaining hardware and applications, providing excellent customer service, and coordinating incident resolutions.
Responsibilities:
• 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 Tier 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 most relevant information
• Coordinates response for major incidents and outages
• Other duties as assigned
Qualifications:
Required:
• High School Diploma or General Education Diploma (GED)
• One (1) year of experience in IT hardware and application support
• Experience supporting latest operating systems
• Experience implementing and supporting applications
• Experience using desktop deployment packages
• Pass a pre-employment drug test
• Available for occasional overnight travel (40%)
• Legally eligible to work in the country in which the position is located
• Authorization to work in the US is required. This position is not eligible for visa sponsorship
Preferred:
• Bachelor’s Degree in a relevant field
• Certifications (Microsoft, Networking, programming languages)
• One (1) 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
Company:
JetBlue — New York's Hometown Airline — was born at JFK in 1999 with the mission of bringing humanity back to air travel, and is now a leading carrier in NYC, Boston, Fort Lauderdale, Orlando, and San Juan. Founded in 1998, the company is headquartered in Long Island City, USA, with a team of 10001+ employees. The company is currently Late Stage.