Title:  Associate Engineer Server

Position Summary

The IT Operations Support Associate Engineer maintains and supports users and solutions throughout the Systems Operations Center as well as companywide. The Associate Engineer leverages 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 Associate Engineer Server installs, maintains, and troubleshoots software and hardware. The Associate Engineer works with Server Engineering and Application Support staff to maintain systems and applications.

Essential Responsibilities

• Responsible for day-to-day monitoring of the Windows Server and applications environment
• Escalates support issues for components of JetBlue's Windows networking infrastructure including Active Directory, TCP/IP, DNS, DHCP, DBA and others
• Monitor, configure, support, and troubleshoot desktop and server based applications on a local and remote level throughout the enterprise
• Perform 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 Incidents and Requests tickets via ServiceNow ticketing tool
• Partners with other IT Teams and business partners as needed
• Maintain proper documentation of incidents and service requests using incident tracking tools
• Use 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
• Follow the handover process documented to bring the next shift up to speed and highlight priority items or issues
• Other duties as assigned.

Minimum Experience and Qualifications

• High School Diploma or General Education Diploma

• Two (2) years of experience building and administering Windows servers
• Two (2) years of experience with Microsoft networking including TCP/IP
• Two (2) years of desktop support
• Excellent time management skills
• Flexibility with schedule - this is a role with changing shift times that provides 24/7 365 days onsite support
• Prior Support and/or call center experience
• Ability to be organized and decisive while under pressure, when managing urgent and critical production issues as or when they occur
• 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 in Information Technology or Computer Science
• Four (4) years customer service experience
• Four (4) years’ experience supporting Citrix environment
• Four (4) years ’experience building and administering Windows servers
• Leadership skills to effectively communicate and lead a team of engineers to build and share their knowledge
• Experience with MS-SQL databases and Active Directory
• 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
• 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 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:

• Normal Office Environment

Physical Effort:

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

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