IT Operations & Support Technician
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Key skills for this role
About the Role
Emirates is seeking an IT Operations & Support Technician to join their Technology Command Center in Dubai. The role involves resolving incidents, fulfilling service requests, and providing customer support for IT services.
Key Skills for This Role
Responsibilities
- Resolve incidents and fulfil service requests
- Carry out deployment activities & preventive maintenance
- Provide good customer service to both internal and external customers
- Inform customers of the status and progress of incidents and service requests
- Escalate high impact incidents/service requests to the manager
- Resolve incidents and receive inbound and outbound calls
- Ensure maximum number of incidents are resolved on the first call
Requirements
- Vocational or Diploma (12+2 or equivalent)
- 3+ years of experience in Information Technology, Hardware, IT Helpdesk/Technical Call centre
- 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.
Full Job Posting
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, we're always at the forefront, pushing boundaries.
- The IT Operations & Support Technician will resolve incidents, fulfil service requests, and carry out deployment activities & preventive maintenance by following procedures and guidelines.
In This Role, You Will
- Provide good customer service to both internal (EGIT) and external customers ensuring that the service provided is in line with the specific qualitative/quantitative targets and key performance indicators of the task.
- Inform customers of the status and progress of incidents and service requests. Inform customers if incidents and/or service requests are about to breach the Service Level Agreements to confirm closure and obtain feedback from our customers.
- Escalate any high impact incidents/service requests to the manager to ensure that relevant actions are taken immediately to reduce the business impact on the smooth running of our departmental or the groups' global operations.
- Resolve incidents and receive inbound and outbound calls to provide good customer service for both internal and external customers ensuring that the service provided meets the specific targets and KPIs.
- Ensure that the maximum number of incidents are resolved on the first call or when applicable (where handed over processes do not exist) to route incidents to the relevant support teams to obtain the fastest possible resolution to our customers.
Qualifications
- Vocational or Diploma (12+2 or equivalent).
- 3+ years of experience in Information Technology, Hardware, IT Helpdesk/Technical Call centre.
- 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.
Additional Information
- Join our Technology Command Center (TCC) where you will serve as the nerve center of our IT operations, operating 24/7 to drive major incident management and resolution.
- Our TCC team manages real time technical and business communications, ensuring rapid responses to IT crises and critical issues.
- We provide specialized CritSit support for applications facing recurring failures and maintain meticulous monitoring of TCC operations to uphold optimal service levels.
- 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.
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