- Conduct root cause analysis for failures on any service or system maintained by your squad, prescribing detailed action items to mitigate recurrence.

- Ensures the security and availability of services and systems maintained by the squad by prioritizing the closure of open vulnerabilities.

- Maintain enterprise-level audio-visual applications and services where applicable : Ensure that all audio-visual systems are functioning efficiently, adhering to American Airlines design standards, and meeting the high-quality expectations of the organization.

- Demonstrate excellent problem-solving abilities and the capability to work under pressure, as well as a proactive and adaptable approach to working in a fast-paced environment and with others.

- Demonstrate basic expertise in setting up and programming Digital Signal Processors (DSPs) to enhance audio quality and system performance. This includes troubleshooting and optimizing existing DSP configurations.

- Serve as the primary liaison for commissioning, maintaining, and troubleshooting camera and video management systems where applicable.

- Coordinate video access and system installation with project managers and end users.

- Collaborate with network engineering to design, implement, and maintain video network infrastructure, optimize camera system design and installation.

- Implement and oversee email security solutions, including spam filtering, encryption systems, and other protective protocols where applicable.

- Provide technical support for SharePoint and email security issues. Conduct troubleshooting as needed, having experience with cloud-based email and SharePoint collaboration platforms and infrastructure, specifically Microsoft services.

- Integrate SharePoint with other third-party systems and enterprise applications. This includes designing and implementing integration solutions that ensure seamless data flow and interoperability between systems.

- Create automated workflows and custom applications to streamline business processes using SharePoint Designer (SharePoint Framework -SPFx) and PowerApps for workflow automation.

- Administration of Server Systems, where applicable : Troubleshooting and assessing the stability, security, and scalability of installed Windows Server Systems.

- Implement and manage Cisco Unified Communications solutions, including CUCM, to enhance our communication infrastructure where applicable, including integration with Microsoft Teams Voice and E911 (RedSky) solutions.

- Provide Technical Support for voice-related issues, addressing call quality and connectivity problems to maintain optimal system performance.

- Implement software packaging and deploy software applications, ensuring smooth and efficient rollouts across various environments.

- Apply a strong understanding of SDLC and agile methodologies to manage and execute software projects, ensuring timely delivery and adherence to quality standards.

- Provide proven experience in end-user support and solutions engineering for both Windows and Mac OS environments, addressing technical issues and ensuring user satisfaction.

Requirements :

- Bachelor's degree in computer science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering, or related technical discipline, or equivalent experience/training.

- 1+ years of experience designing, developing, implementing, and supporting large-scale solutions in production environments.

- Master's degree in computer science, Computer Engineering, Technology, Information Systems (CIS/MIS), Engineering, or related technical discipline, or equivalent experience/training.

Preferred Qualifications- Education and Prior Job Experience :

- Airline Industry experience.

Skills, Licenses, and Certifications :

- Power Apps, Power Automate, Microsoft Copilot Studio.

- Basic skills in network troubleshooting and configuration : Troubleshoot and configure network settings to support audio-visual systems, including familiarity with AVB (Audio Video Bridging), DANTE (Digital Audio Network Through Ethernet), and JPEG 2K video streaming technologies.

- Strong knowledge of video transport protocols and compression technologies

- Strong knowledge of operating systems, networking principles, and security protocols (TLS, SSL).

- Relevant CompTIA (Network+, Server+, Security+) or Microsoft Certification, a plus.

- Strong understanding of email protocols (SMTP, IMAP, POP3) and email security technologies (DLP, anti-phishing solutions, encryption methods).

- Knowledge of DNS records relevant to email configuration (SPF, DKIM, DMARC).

- Strong knowledge of Microsoft 365 services, including Teams, SharePoint, OneDrive, and Exchange.

- Proficiency in working with Microsoft Graph API, REST APIs, and Power Platform for custom integrations.

- Basic level Technical Support for Voice Systems, CUCM, Unity, MRA, and RedSky E911 Microsoft Teams Phone System.

- Strong communication and interpersonal skills.

- Proficiency in scripting, automation, development, and developer tools (e.g., Bash, PowerShell, Python, Git/GitHub, VSCode, C#, .NET, JavaScript, TypeScript).

Language, Communication Skills, and Physical Abilities :

- Ability to effectively communicate both verbally and in writing with all levels within the organization.

- Physical ability necessary to safely and successfully perform the essential functions of the position, with or without any legally required reasonable accommodations that do not pose an undue hardship