Global IT Operations & Support Engineer

The Emirates Group; Dubai; On-site; AED 201,000 - 290,000; Full time

Job summary

The Emirates Group in Dubai seeks an IT Operations Support Engineer - Global Field Support. You will be the SPOC for incidents and service requests, restoring services within defined targets and prioritising business impact.

You will liaise with IT teams and vendors to maintain system availability and drive quick fixes. You will work with Windows, Android, macOS endpoints, and network basics while applying AI-enabled troubleshooting and workflow automation to improve user experience.

Qualifications

• Must have extensive proven experience in systems operations and environments of a similar size and complexity
• Experience with service desk tools and technology such as ITSM, remote access, knowledge resources (e.g. ServiceNow, Remote Desktop, AD, Azure, Intune, SCCM)
• Experience in delivering a high level of customer service
• Ability to install, configure, and upgrade hardware components and peripherals
• Proficiency in diagnosing hardware and software issues and identifying root causes
• Knowledge of networks (TCP/IP, DNS, DHCP, VPN) and Office 365 administration
• Experience with Windows, Android and macOS operating systems and remote support tools
• Knowledge of modern endpoint management and AI-assisted troubleshooting for workflow automation will be an added advantage

Responsibilities

• Restore normal IT service operations within agreed service levels (SLOs) and business priorities
• Serve as the single point of contact (SPOC) for incidents and service requests
• Update incident status in the tool and communicate with customers per SLOs
• Provide quick fixes and workarounds; contribute to known error database
• Coordinate with problem management for root cause analysis and permanent solutions
• Liaise with vendors and IT teams to ensure high system availability
• Maintain the configuration items in the CMDB per policy

Skills

IT operations

Service desk

ITSM

Remote access

Active Directory

Education

12 years of schooling

Tools

ServiceNow

Remote Desktop

Azure Admin

Intune

SCCM

Office 365 admin

Job description

The Emirates Group in Dubai seeks an IT Operations Support Engineer - Global Field Support. You will be the SPOC for incidents and service requests, restoring services within defined targets and prioritising business impact.

You will liaise with IT teams and vendors to maintain system availability and drive quick fixes. You will work with Windows, Android, macOS endpoints, and network basics while applying AI-enabled troubleshooting and workflow automation to improve user experience.