Associate Specialist, IT Support - United Kingdom LON

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!

• The IT Support specialist has the responsibility to provide technical experience to support our business offices, regional airports and to support the European Technology Distribution Centre. The ITSS will identify problems and possible solutions and take appropriate action to resolve.
• This role is primarily office/airport based but travel may be required to assist with projects and break fix issues within the region.

• To be the primary support for User groups based at LHR Airport and Waterside office. To provide back up support at LHR Airport where needed and within the regional at short notice.
• To provide troubleshooting and resolution of field issues, tickets and work orders.
• To provide day to day support of Desktop PCs, laptops, printers, phones, applications (MS Office etc.), network connectivity and other end user IT equipment
• To assist with assembling and deployment of Desktops/laptops related equipment in line with established asset management processes.
• To provide support and configuration of desktop applications, user accounts, telephones and computer related equipment
• To provide 2nd line support for all IT issues and provide escalation for incidents when necessary.
• To participate in TDC work; Imaging, Quality Control, including Hardware repair and refurbishment
• To undertake any other reasonable duties consistent with the post
   

Minimum Qualifications- Education & Prior Job Experience

• University Degree in CS/CE/CIS/MIS/Engineering/Technology or related field or equivalent experience / training
• 3 years of demonstrable hands-on IT work experience supporting and resolving diverse desktop/laptop and hardware issues
• Previous experience in a Supply chain or IT Service Department supporting Windows/MAC/Print/Mobile and other End User IT Equipment
• Proficiency with workflow, asset management and ticketing systems
• Excellent customer service skills with ability to interface at all levels of the organization
• Ability to work independently, work shifts, holidays, participate in on-call rotation- as required to meet operational requirements 
• Eligible for Travel (valid passport). Will be required to pass CRC and other security checks for airside passes and European, Asia and US travel.

Preferred Qualifications- Education & Prior Job Experience

• Experience dealing with a diverse, multi-cultural user group. Service Request and Service Order Systems knowledge a plus
• Self-motivated with a desire to develop customer business knowledge and improve the effectiveness of AA’s operation internationally.
• Knowledge of Airline industry, operations and information systems. 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 post holder will earn customer loyalty by enhancing the customers’ experience and appreciating their needs. 
• Driving For Results: The post holder will be responsible for establishing plans to overcome obstacles in order to accomplish business strategies.
• Innovative: The post holder will be responsible for challenging the status quo and using creative ways to improve business results and building a competitive advantage. Also be able to carefully evaluate information and consider alternatives and consequences when making decisions.
• Safety & Compliance: The post holder 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: The post holder must be able to build and maintain cooperative work relationships across functions and organizations to achieve the best results. 
• Valuing Diversity: The post holder must seek diversity of thought and leverage individual differences for competitive advantage.

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

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.