Global IT Operations & Support Engineer - Dubai Perks

Emirates; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Emirates in Dubai seeks an IT Operations & Support Engineer - Global Field Support to restore IT services and act as SPOC for incidents and requests. You will work to minimise business impact with strong focus on service quality and customer satisfaction.

You will resolve issues, provide quick fixes, and update the knowledge base while liaising with vendors and IT teams to maintain high system availability. This role requires 4+ years in IT and hands-on experience with ITSM tools.

Qualifications

• 4+ years experience in Information Technology.
• Must have extensive proven experience in systems, operations and environments of a similar size and complexity.
• Experience with ITSM tools and technology such as ServiceNow, remote access and knowledge resources.

Responsibilities

• Address and resolve customer issues to provide a superior service to internal and external customers.
• Analyse reported incidents and provide solutions to enable users to resume work with minimal disruption.
• Update incident/service request status in the tool and keep information current.
• Set expectations for customers based on agreed SLOs.
• Provide quick fixes/workarounds and contribute to known error database.
• Coordinate with problem management for permanent solutions and root cause analysis.
• Liaise with vendors and IT teams to ensure high system availability.
• Adhere to IT policy, standards and audit regulations.
• Maintain Configuration Management Database integrity for the responsible area.

Skills

Customer service

Problem solving

Communication

Teamwork

Education

12 years of schooling or equivalent

Tools

ServiceNow

Remote Desktop

Active Directory

Azure Admin

Intune

SCCM

Windows

macOS

Android

Office 365 administration

Job description

Emirates in Dubai seeks an IT Operations & Support Engineer - Global Field Support to restore IT services and act as SPOC for incidents and requests. You will work to minimise business impact with strong focus on service quality and customer satisfaction.

You will resolve issues, provide quick fixes, and update the knowledge base while liaising with vendors and IT teams to maintain high system availability. This role requires 4+ years in IT and hands-on experience with ITSM tools.