IT Operations & Support Technician
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Key skills for this role
About the Role
Emirates Group IT seeks an IT Operations & Support Technician to resolve incidents, fulfill service requests, and perform deployment activities. Requires 3+ years of IT experience, knowledge of ITIL, ServiceNow, Active Directory, and Azure Administration.
Key Skills for This Role
Responsibilities
- Provide good customer service to both internal (EGIT) and external customers ensuring that the service provided is in line with specific qualitative/quantitative targets and KPIs
- Inform customers of the status and progress of incidents and service requests
- Escalate any high impact incidents/service requests to the manager to reduce business impact
- Resolve incidents and receive inbound and outbound calls to provide good customer service
- Ensure that the maximum number of incidents are resolved on the first call or route incidents to relevant support teams
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.
- 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 Technician.
- The IT Operations & Support Technician will resolve incidents, fulfil service requests, and carry out deployment activities & preventive maintenance by following procedures and guidelines.
- The role ensures that all IT service operation activities remain within the agreed service levels and minimize the adverse impact as well as ensuring incidents are resolved.
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.
Qualification
- Vocational or Diploma (12+2 or equivalent).
- 3+ years of experience in Information Technology, Hardware, 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.
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.
- 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.
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