The postholder will be responsible for supporting large, diverse operations spanning multiple locations in the APAC region. Provide technical consultation to IT and business users, encompassing all aspects of technology with a focus on end-user computing; technical owner responsible for end-to-end problem ownership, resolution and communication with employees and senior leadership. In addition the postholder will be responsible for providing technical guidance to diverse project teams across the IT infrastructure organization.
About The Job
Key Responsibilities & Accountabilities
ĦH To provide senior technical troubleshooting skills in order to lead, train & mentor technicians
ĦH To be a key contributor with demonstrable willingness to take initiative, follow up on issues, complete projects on-time and manage to aggressive deadlines.
ĦH To contribute to enterprise projects (global installs/upgrades/station moves) as a technical or project team lead ; may be called upon to solve highly technical, complex problems and/or recommend appropriate actions
ĦH To seek out opportunities for new and improved processes to increase efficiency and overall customer satisfaction.
ĦH To prepare and maintain technical documentation for use throughout the enterprise.
ĦH To keep management apprised of current issues and challenges with a strong focus on technical recommendations and solutions
ĦH To stay abreast of new technological innovations and develop recommendations that can be applied to the airline industry, and leverages industry knowledge and customer relationships.
ĦH To troubleshoot and collaborate with other departments to assist with IT support issues including, but not limited to; Network, Desktop, Application, Telephony and Airport Common Use environments.
ĦH To contribute to the design and engineering of LAN/WAN solutions
ĦH To provide a technical interface and consultation services in a diverse region, bridging gaps between local provider services and central Infrastructure teams.
ĦH To work with Property and facilities teams to provide IT infrastructure to support new premises or support relocation projects – including but not limited to Network Cabling, telephony and Power requirements.
ĦH University Degree in CS/CE/CIS/MIS/Engineering/Technology or related field or equivalent experience / training
ĦH Extensive experience supporting large and diverse enterprise infrastructure operations
ĦH Overall technical subject matter expert, knowledgeable and proficient using multiple operating systems including Windows 7, legacy XP, Apple iOS, etc
ĦH Strong network comprehension and demonstrable troubleshooting skills in a large WAN/MAN/CAMPUS.LAN environment (TCP/IP, DHCP, DNS, VPN etc.)
ĦH Strong proficiency supporting diverse desktop hardware, kiosks, network peripherals, mobile devices and software in large complex organizations
ĦH Proficiency with workflow and ticketing systems
ĦH Self-motivated with a desire to develop customer business knowledge and improve the effectiveness of AA’s operation internationally
ĦH Proficiency overseeing large scale managed deployments (remote imaging), including helping to setup and implement new architecture
ĦH Excellent customer service skills with ability to interface at all levels of the organization, including senior executives
ĦH Excellent verbal and written communication skills
ĦH Ability and willingness to travel, work shifts, holidays, participate in on-call rotation as required to meet operational requirements
ĦH Ability to work independently and perform in a collaborative, team based environment
ĦH Knowledge of Airline information systems
ĦH An understanding of the airline industry and operations
ĦH Service Request and Service Order Systems knowledge
ĦH Previous travel and local knowledge of region/airports.
ĦH Previous IT infrastructure experience in Airline/Airport environment
ĦH Previous hands-on experience in a Common use technology environment (airport)