FIELD SUPP. SPECIALIST-NETWORK

Emirates Flight Catering; Dubai; On-site; AED 120,000 - 160,000; Full time

Job summary

A leading company in the aviation sector is looking for an IT Support Lead to manage 24x7 IT service operations. The role requires strong analytical and technical skills, ensuring system uptime and performance by addressing service disruptions, and mentoring team members in new technologies. Applicants should hold a degree in Computer Science and relevant certifications, alongside significant experience in IT support and infrastructure management.

Qualifications

• 5 years’ experience in a similar role.
• Experience with on-site support and troubleshooting of infrastructure devices.
• Good knowledge of ticketing systems and network maintenance.

Responsibilities

• Lead and monitor the 24x7 IT service desk to ensure performance SLAs.
• Coordinate with IT teams, vendors, and end-users to implement IT solutions.
• Manage team performance and foster a motivating environment.

Skills

Quick thinking

Analytical skills

Technical communication

System administration activities

Education

Bachelor’s degree in Computer Science

Red Hat Certified Engineer

CCNA/CCNP certified

Fortinet NSE4/NSE5 certified

Tools

JIRA

MS-Office

Remedy

Service Now

Cherwell

Job description

Job Purpose : The job holder will be responsible for all the communications related to service disruptions/resumption to the business and ensure that EKFC IT infrastructure works seamlessly without any issues by performing preventative action on a regular basis and initiating critical corrective actions during IT service downtime.

Key Results Area :

1. Lead, monitor and report the 24x7 IT service desk to adhere to performance SLAs on a weekly basis to ensure customer satisfaction and business continuity.

2. Ensure application uptime and smooth operation working with the end users and other system administrators for business.

3. Monitor the ticket progress using JIRA tool and resolve first level escalations on customer support tickets at near desk/onsite relating to applications, operating systems, devices and connectivity including LAN networking, enable/disable ports and test network connectivity.

4. Implement and monitor best practices and methods in Infrastructure support using service management tool.

5. Maintain and update documentation of installation and configuration procedure in the knowledge repository to increase productivity and use as guide while implementation.

6. Ensure installation of OS and OS patches in Desktops, Lenovo, Apple laptops, Microsoft surface with SCCM in collaboration with analyst to achieve timely delivery as per the SLA.

7. Manage team performance and engage the team in upskilling the next generation technologies.

8. Foster an inspiring, motivating and engaging environment where team members are self-motivated, passionate to learn new skills and further enhance their skills and capabilities. Provide performance feedback to team members to achieve the individual and departmental goals and objectives.

9. Set up and maintain required hardware and well-functioning LAN/WAN, TCP/IP, VLANs, and VPNs as well VM, Server (Windows and Linux)

10. Coordinate with IT teams, vendors, and end-users effectively in implementing IT solutions

Education Qualification:

· Minimum bachelor’s degree in Computer Science

· Red Hat Certified Engineer

· CCNA/CCNP certified

· Certified in Fortinet NSE4/NSE5 (Firewall & network security)

Work Experience:

• Minimum 5 years’ experience in a similar role
• On-site support, network maintenance, troubleshooting and debugging of Infrastructure devices and applications.
• Good knowledge of JIRA, MS-Office tools
• Highly experienced working on ticketing system Remedy, Service Now, Jira, Cherwell: ITSM ticketing system to record and maintain issues in a timely manner and within the Service Level Agreement (SLA). Provide it hardware, software, and networking level 3 support to end users
• Experience with Cisco, Juniper and other network devices.
• Configuration and troubleshooting of Wi-Fi networks
• Experience in SIP, PBX, and IP-based communication system

Skills:

• ·Quick thinking and analytical skills to troubleshoot network issues.
• Strong analytical and reporting skills.
• Ability to explain technical issues in simple terms to non-technical users
• Ensure the Windows and Linux server/systems/ Desktops/Laptops are up to date by performing regular upgrades.
• Knowledge of PLC/Scada is preferable.
• Good Knowledge in Windows – System admin activities