IT Operations & Support Engineer - Global Field Support

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

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 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

To be considered for this role you must meet the below requirements 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 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.