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10 months ago
American Airlines
Location: Tulsa
Job type: Permanent
Sector: IT & Communications
Category: Engineers
Location: Tulsa Triad II Bldg (TUL-TRAD)

Additional Locations: None

Requisition ID: 18071


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.

You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.

What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.

Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

As a Remote Desktop Management (RDM) team member, provide remote support for install or break/fix AA desktop computer issues, resolve escalated customer application issues, build new computer services and network print queues, and identify trends or issues impacting AA internal desktop customers.

Specifically, you’ll do the following:

* Work with small team sharing information and providing assistance with all tasks

* Answer calls received from technicians to resolve issues with QII software, computer builds, printer configuration or server queues

* Monitor and work incoming break/fix tickets or computer back end services build requests

* Monitor and work incoming Slack chats from Helpdesk for assistance with advanced SCCM software issues

* Multitask phone and off phone duties

* Consult other support teams as needed for assistance and ensure completion of issue

* Remote into computers to resolve issues, gather data or reimage

* Identify, escalate and provide detailed documentation for widespread customer issues

* Join critical outage or support calls if needed


Required Qualifications

* 2+ years college in computer related field or commensurate work experience

* Ability to work shifts in 24/7/365 support environment

* Ability to work rotational on call nights, weekends and holidays

* Logically diagnose and resolve complex Windows or software application errors

* Experience working in servers or secure systems requiring careful attention to detail

* Excellent customer service skills working with all levels of experienced users

* Strong written and oral communication skills

* Ability to multitask customer calls, online chat support, and other tasks

* Self-motivated and able to work independently and as a team member

Preferred Qualifications

* 3+ years working in AA QII software support environment

* Knowledge of Microsoft operating systems and Office applications

* Knowledge of Microsoft SCCM 2012, Active Directory, Sharepoint

* Understanding of 32/64 bit hardware including desktops, laptops, and tablets

* Understanding of AA airport equipment including printers, gate readers and kiosks

* Knowledge of Cherwell, SPE2, DCS, Sabre, and airport operational applications

Additional Locations: None

Requisition ID: 18071

Nearest Major Market: Tulsa

Nearest Secondary Market: Oklahoma

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Developer, Engineer, Sharepoint, Help Desk, Information Technology, Technology, Engineering

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