Associate Technician/Technician, Desktop Services - Dominican Republic SDQ

October 24, 2024

Industry: Private

Employment Type:- Full Time

Work Hours:- 8 Hours

Locations:- USA

Full Job Description:-

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why youll love this job

The IT Field Technician has the responsibility to provide technical experience to support airports and our business offices (primarily the Dominican Republic and MCLA) and to support our Technology Distribution Centre.
The ITFT will identify problems and possible solutions and take appropriate action to resolve them. This role is primarily office-based, but travel may be required to assist with projects and break-fix issues within the region.

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What youll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

To be the primary technician for our end-user groups in the Dominican Republic and MCLA
To troubleshoot and resolve field issues, tickets, and work orders.
To provide day-to-day support of Desktop PCs, kiosks, laptops, printers, phones (landline & mobile), applications (MS Office, etc.), and network connectivity in a busy call center environment in the Dominican Republic and MCLA
Assist with assembling and deploying PCs, laptops, and related computer equipment in line with established processes.
To provide 2nd line support for all IT issues and provide escalation for incidents when necessary
To participate in TDC bench-work, imaging, and quality control, including hardware repair and refurbishment.
Overseeing all support for Mobile devices regionally using Company MDM tools and liaising with business partners to optimize deployments.
To work with the centralized ACD/PBX teams, telephony vendors, and local Manager to support and maintain the telephony environment for the Dominican Republic and MCLA, plus any other environment as and when required.
Ensure the health and safety of yourself and others affected by your actions. Comply with the AA Rules and the Company’s policies and procedures. Report any serious risks or safety concerns immediately.
To serve as Smart Hands for other verticals within IT, e.g., the Network, Tech Ops, and User Experience teams.
To maintain a standard dress code appropriate to the role and per the Company’s uniform/dress policy.
To be aware of and sensitive to differences and work in a way consistent with the principles of equal opportunities and anti-discriminatory practice
Maintain and respect confidentiality and ensure adherence to the Company’s Confidentiality Policy.
Participate in regular coaching & counseling meetings, performance reviews, and development meetings.
To undertake appropriate training as agreed with their manager and to take responsibility for self-development.
To undertake any other duties which are consistent with the position. This job description is intended as a guide to the positions primary responsibilities and not an exhaustive list of duties and tasks.
To work in any other AA location as and when necessary and if applicable to the position

All youll need for success

Minimum Qualifications- Education & Prior Job Experience

University Degree in CS/CE/CIS/MIS/Engineering/Technology or related field or equivalent experience/training
Five years of demonstrable hands-on IT work experience supporting and resolving diverse PC desktop software and hardware issues
Proficiency with workflow, asset management, and ticketing systems
Self-motivated with a desire to develop customer business knowledge and improve the effectiveness of AA’s operation internationally.
Excellent customer service skills with the ability to interface at all levels of the organization
Ability to work independently and willingness to travel, work different shifts and holidays and participate in on-call rotation as required to meet operational requirements.
Must be able to lift to 40lbs

Preferred Qualifications- Education & Prior Job Experience

Experience dealing with a diverse, multi-cultural user group
Knowledge of the Airline industry, operations, and information systems
Experience dealing with a diverse, multi-cultural user group
Previous experience in a call center environment, Supply chain, or IT Service Department
Previous IT infrastructure experience in Airline/Airport environment
Previous hands-on experience in a Common use technology environment (airport)

Skills, Licenses & Certifications

Customer Focus: The candidate will earn customer loyalty by enhancing the customers’ experience and appreciating their needs.
Driving for Results: The candidate will establish plans to overcome obstacles and accomplish business strategies.
Innovative: The candidate will be responsible for challenging the status quo, using creative ways to improve business results, and building a competitive advantage. They will also be able to carefully evaluate information and consider alternatives and consequences when making decisions.
Safety & Compliance: The candidate must fully adhere to relevant policies and regulations at all times and is responsible for building and demonstrating a commitment to safety and ensuring legal/regulatory compliance.
Teamwork & Collaboration: To achieve the best results, the candidate must build and maintain cooperative work relationships across functions and organizations.
Valuing Diversity: The candidate must seek diversity of thought and leverage individual differences for competitive advantage.

What youll get

Feel free to take advantage of all that American Airlines has to offer:

Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.