IT Operations & Support Engineer - GFS

Job description / Role

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'. Join the Emirates Group IT Team in Dubai. 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 IT Operations & Support Engineer.

As IT Operations & Support Engineer is responsible for providing technical assistance and support to internal and external customers, resolving technical issues, and ensuring smooth IT operations. This role involves troubleshooting hardware and software issues, configuring and maintaining systems, and assisting in the implementation of IT projects. The IT Support Engineer plays a critical role in maintaining the organization's IT infrastructure and ensuring high levels of customer satisfaction through effective problem-solving and communication. He will be the single point of contact (SPOC ) for the assigned IT Incidents and Service requests.

Job Outline:

- Address customer issues and resolve them to provide a superior service to our customers both internal and external.
- Ensuring that the service provided is in line 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 disruption as per agreed SLO and to complete IT service requests.
- Update the status of an incident or service request in the tool. To make sure that they hold up-to-date information before action on any incident or service request. To ensure that the tool and relevant team are updated
- Set expectations for the customer based on agreed SLOs (timeframes and format).
- Coordinate unresolved/recurring faults and communicate with application vendors and other IT service providers (internal & external, e.g. SITA, DCA, ARINC, etc.).
- 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. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users.
- Ensure deployment projects are carried out using best practices of Project Management, as outlined in the departmental Work Practices. Satisfactory Customer feedback must be obtained after every project.
- Liaise with vendors, IT coordinators, and other IT teams to ensure a high level of 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.

Requirements

Qualifications:
- Over 4 years of hands-on experience in Information Technology Communications.

Knowledge/skills:
An IT Operations & Support Engineer requires a blend of technical knowledge, problem-solving skills, and interpersonal abilities.
- Troubleshooting Skills: Ability to identify and resolve technical issues efficiently, using logical problem-solving techniques.
- Customer Service: Excellent interpersonal skills and a customer-focused approach, with the ability to communicate technical information clearly to non-technical users.
- Adaptability: Ability to learn quickly and adapt to new technologies and environments.
- Teamwork: Collaboration with other IT professionals and departments to solve complex technical issues and contribute to projects.
- Documentation: Strong documentation skills to maintain records of hardware, software, and network configurations, as well as troubleshooting steps and solutions.
- Service Desk & Incident Management; Working experience in Service desk and knows the Incident management process.
- Problem Management in Infrastructure Operations : Knows the problem management process.

About the Company

A fast-growing international airline with one of the youngest fleets in the sky and more than 400 awards for excellence worldwide.