Field Support Specialist - Network

Emirates Flight Catering; Dubai; On-site; AED 180,000 - 300,000; Full time

Benefits offered by this job

Two duty meals provided

Health and wellness coverage

Paid time off and public holidays

Performance-based bonus and salary re‑

Learning and development support

Team events and engagement

Job summary

Emirates Flight Catering (EKFC) is seeking an experienced IT Service Desk professional to lead around-the-clock support for applications, OS, devices, and connectivity. You will coordinate with end users and IT teams to ensure uptime and SLA adherence.

The role emphasizes on-site support, incident resolution, documentation, and collaboration with Cybersecurity to maintain a secure, reliable IT environment across the business.

Qualifications

• Bachelor's degree in computer science or equivalent required.
• Minimum 6 years of experience in a similar IT support role.
• On-site support, network maintenance, troubleshooting and debugging of infrastructure and applications.

Responsibilities

• Maintain 24/7 IT service desk operations and monitor SLAs.
• Maintain application uptime and collaborate with end users and admins.
• Resolve first-level escalations on tickets for apps, OS, devices, and connectivity.
• Implement and monitor best practices to ensure reliable IT service delivery.
• Update documentation of installation and configuration procedures.
• Ensure OS patches delivery in desktops and laptops in SLA with the team.
• Manage team performance and upskill the next generation technologies.
• Collaborate with Cybersecurity to implement controls and ensure policy compliance.

Skills

LAN/WAN setup

Troubleshooting

Windows admin

Hardware deployment

ITSM tools

Education

Bachelor's degree in Computer Science or equivalent

Tools

Remedy

ServiceNow

Jira

Cherwell

Job description

Responsibilities

• Maintain round-the-clock IT service desk operations, remaining reasonably available to support critical or urgent matters outside standard working hours where necessary, whilst monitoring performance against agreed SLAs and reporting weekly, to sustain internal customer satisfaction and business continuity.
• Maintain application uptime and smooth operation working with the end users and other system administrators to maintain uninterrupted service for the business.
• Monitor ticket progress using the applicable tool and resolve first-level escalations on customer support tickets relating to applications, operating systems, devices and connectivity, including LAN networking and port configuration, to minimise downtime and restore user productivity.
• Implement and monitor best practices and methods in infrastructure support using service management tool, to drive consistency and reliability across IT service delivery.
• Maintain and update documentation of installation and configuration procedure in the knowledge repository to increase productivity and use as guide while implementation.
• Ensure installation of OS patches in Desktops, Lenovo, Apple laptops, Microsoft surface with SCCM in collaboration with analyst to achieve timely delivery as per the SLA.
• Manage team performance and engage the team in upskilling the next generation technologies, to build a capable and future-ready support team.
• Implement and monitor security controls across IT infrastructure, endpoints and applications in collaboration with the Cybersecurity team, ensuring compliance with organizational security policies and audit requirements, to safeguard the IT environment and minimize risk.

Qualifications

Minimum bachelor’s degree in computer science or equivalent

Work Experience

• Minimum 6 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
• Strong analytical and reporting skills.

Skills

• Set up required hardware and well-functioning LAN/WAN.
• Work with Cyber- security team to implement CS solutions.
• Troubleshoot bugs and system failures to restore proper functionality.
• Good Knowledge in Windows – System admin activities
• Configure, deploy, maintain, and troubleshoot computer, laptops, printers, network, iPhones & iPads, peripherals, and docking stations.
• 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

EKFC ( https://www.emiratesflightcatering.com/about-us/):

Build Your Future With Us

At Emirates Flight Catering (EKFC), our people are at the heart of everything we do. As one of the world’s largest catering and hospitality services providers, we deliver excellence at scale—supporting airlines, hospitality brands, and global events every day. Our success is driven by the passion, professionalism, and commitment of our teams.

Why Work With Us

At EKFC, your role matters. Whether you work in operations, engineering, corporate services, or support functions, you contribute to delivering safe, reliable, and high‑quality services every single day.

You’ll Be Part Of

• A globally recognised organisation within the Emirates Group ecosystem
• A diverse, multicultural workforce united by shared standards and values
• A fast‑paced, operational environment where responsibility and professionalism matter
• A workplace that values integrity, accountability, and continuous improvement

Life at EKFC

What You Can Expect

• Collaborative and approachable leadership
• A diverse, multicultural team
• Open communication and transparency

Rewards & Benefits

We offer a competitive benefits package designed to support your well‑being:

• Competitive salary and benefits
• Two duty meals provided at EKFC
• Health and wellness coverage
• Paid time off and public holidays
• Performance‑based annual bonus and salary review opportunities, subject to eligibility and company policy
• Recognition for achievements and commitment, including monetary NAJM Awards (Appreciation, Bronze, Silver & Gold levels)
• Learning and development support
• Team events and engagement activities

(Benefits may vary by role and location.)

Our Recruitment Journey

Our recruitment process is designed to be transparent and respectful:

• Application review
• Initial interview or assessment
• Technical Interview & Case Study presentation
• Background Check
• Employment Contract

(The recruitment and interview process may vary depending on the role.)