IT Operations & Support Engineer - Technical Call centre

Emirates Airlines - Other locations; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading international airline in Dubai is seeking an IT Operations & Support Engineer for their Technical Call Centre. The role involves resolving IT service issues promptly and maintaining high system availability. Candidates should have a minimum of 4 years in IT Helpdesk roles and strong skills in customer support, ITIL, and troubleshooting. The position offers an attractive tax-free salary and unique travel benefits exclusive to the industry, along with the opportunity to work in a dynamic technology operations team.

Benefits

Attractive tax-free salary

Travel benefits including flight discounts

Cosmopolitan lifestyle in Dubai

Qualifications

• Minimum 4 years of experience in IT Helpdesk or Technical Call centre.
• Experience in troubleshooting hardware issues with PCs and other devices.
• Knowledge of ITIL, ServiceNow, operating systems, Active Directory.

Responsibilities

• Address and resolve customer issues to provide superior service.
• Update incident or service request statuses and ensure tools are updated.
• Liaise with vendors and IT teams to ensure high system availability.

Skills

Customer Support

Operational Support

ITIL

ServiceNow

Azure Administration

Troubleshooting

Education

12 years of schooling or equivalent

Tools

RDP

SCCM

Intune

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, we're always at the forefront, pushing boundaries. We're on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the world's largest international airline and become a vital part of our cutting edge information and technology team as an IT Operations & Support Engineer - Technical Call centre.

The IT Operations & Support Engineer - Technical Call centre 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.

Qualifications

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

• 12 years of schooling or equivalent.
• 4+ years of experience in an IT Helpdesk/Technical Call centre.

Knowledge/Skills

• Experience in Customer Support and Operational Support roles.
• Knowledge of ITIL, ServiceNow, operating systems, Active Directory, and Azure Administration.
• Experience in troubleshooting hardware issues with PCs & other end-user devices, applications, operating systems and networking.
• Knowledge of remote management tools like RDP and deployment tools like SCCM, Intune, etc.

Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management. If you are passionate about delivering world-class IT services and fostering continuous improvement, we invite you to apply and contribute to the success of Emirates Group.

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 hotel 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.