IT Operations And Support Engineer - Global Field Support

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

Job Description:

Job Purpose

At Emirates we believe in connecting the world to and through our global hub in Dubai and in constantly innovating to ensure our customers Fly Better. Emirates Group IT thrives on the dynamic nature of technology Being pioneers in aviation innovation were always at the forefront pushing boundaries. Were on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the worlds largest international airline and become a vital part of our cutting-edge information and technology team as an IT Operations & Support Engineer - Global Field Support. The IT Operations & Support Engineer - Global Field Support will restore normal IT service operations within agreed service levels and business priorities and minimise the adverse impact on business operations for Emirates Group and External Clients. As well as being the Single point of contact (SPOC) for the assigned incident resolution and service requests.

In This Role, You Will

• Address and resolve customer issues to provide a superior service to our internal and external customers. Ensuring that the service provided aligns with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
• Analyse reported incidents and provide solutions to the users, enabling them to resume their work with minimum disruptions as per the agreed SLO and to complete IT service requests.
• Update the status of an incident or service request in the tool. Ensure they hold up-to-date information before taking action on any incident or service request. Ensure that the tool and relevant team are updated.
• Set expectations for the customer based on agreed SLOs (timeframes and format).
• Provide quick fixes/workarounds/solutions to be updated in the known error database to the Problem Management Team. To identify recurring problem areas and to articulate trends for root cause analysis. Liaise with problem management to provide a more permanent solution to problems. To proactively identify & highlight issues to reduce the possibility of system downtime for users.
• Ensure deployment projects are carried out using best practices or Project Management, as outlined in the departmental Work practices. Satisfaction Customer feedback must be obtained after every project.
• Liaise with vendors, IT coordinators, and other IT teams to ensure high system availability.
• Adhere to IT policy, Standards & procedures and the audit & finance regulations.
• Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy for his responsible area.

Qualification

• 12 years of schooling or equivalent.
• 4+ years experience in Information Technology.

Knowledge/Skills

• Must have extensive proven experience in systems, operations and environments of a similar size and complexity.
• Experience in working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources(e.g. Service Now, Remote Desktop, Active Directory, Azure Admin, Intune, SCCM etc.).
• Experience in delivering a high level of customer service.
• Demonstrable ability to think around issues and look at the broader picture to provide solutions through a variety of problem-solving techniques.
• Ability to install, configure, and upgrade hardware components such as desktops, laptops, portable/handheld devices, printers, scanners, meeting-room AV devices, presentation and collaboration tools, and other peripherals.
• Proficiency in using diagnostic tools to identify hardware and software issues and the ability to isolate and identify the root cause of hardware problems systematically.
• Understanding of network (TCP/IP, DNS, DHCP, VPN) hardware such as routers, switches, and firewalls, the ability to troubleshoot network connectivity issues, and hands‑on experience with Active Directory and Office 365 administration.
• Expertise in Windows, Android and macOS operating systems, including troubleshooting, configuration, and remote support tools to diagnose and resolve hardware and software issues.
• Knowledge of modern endpoint management, AI‑assisted troubleshooting, and workflow automation to improve support efficiency, proactively resolve issues and enhance the user experience.
• Technical & Professional Certifications (MCSE, MCP, ITIL foundation, Microsoft Certified - Azure Fundamentals, CCNA, AWS Certified Cloud Practitioner, RHCSA,ITIL etc.) will be an added advantage.

Leadership Role:

No

Salary & benefits

Join us in Dubai and enjoy an attractive tax‑free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast‑paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers.

Requirements: