Global IT Operations & Support Engineer - Field Services

Emirates; Dubai; On-site; AED 120,000 - 240,000; Full time

Benefits offered by this job

Travel benefits

Discounts on flights and hotels

Job summary

Emirates is seeking an IT Operations & Support Engineer - Global Field Support to restore IT services within agreed SLAs and act as the single point of contact for incidents and requests.

You will work with ServiceNow, Active Directory, Azure Admin, Intune, SCCM, and a broad IT environment to troubleshoot hardware, software and network issues, coordinating with vendors and IT teams in Dubai.

Qualifications

• Must have extensive proven experience in IT operations and service delivery.
• Experience with service desk tools and ITSM platforms like ServiceNow.
• Proven customer service experience and incident handling skills.
• Ability to think through issues and provide effective solutions.
• Comfort with installing, configuring, and upgrading hardware and software.
• Familiarity with Windows, macOS, and Android environments and remote support.

Responsibilities

• Address and resolve customer issues to provide superior service while meeting targets.
• Analyze incidents and provide solutions to resume work with minimal disruption.
• Update incident/status in the tracking tool and keep teams informed.
• Set customer expectations based on agreed service levels.
• Provide quick fixes and contribute to known error databases for root cause analysis.
• Coordinate with vendors and IT teams to ensure high system availability.

Skills

Customer service focus

Problem solving

Communication

SLA adherence

Incident management

Remote support

Education

12 years schooling

Tools

ServiceNow

Remote Desktop

Active Directory

Azure Admin

Intune

SCCM

Office 365

Job description

Emirates is seeking an IT Operations & Support Engineer - Global Field Support to restore IT services within agreed SLAs and act as the single point of contact for incidents and requests.

You will work with ServiceNow, Active Directory, Azure Admin, Intune, SCCM, and a broad IT environment to troubleshoot hardware, software and network issues, coordinating with vendors and IT teams in Dubai.