IT Senior Operations & Support Engineer – Service Desk
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Key skills for this role
Role Overview
The Emirates Group IT team is seeking an IT Senior Operations & Support Engineer for its Service Desk.
The role analyzes, supports, and resolves complex internal and external incidents while helping reduce recurring incidents and service risks.
Key Skills for This Role
Full Job Posting
Job Purpose
The Emirates Group IT team is seeking an IT Senior Operations & Support Engineer for its Service Desk.
The role analyzes, supports, and resolves complex internal and external incidents while helping reduce recurring incidents and service risks.
Core Responsibilities
- Resolve Level 1 and Level 2 incidents for Emirates Group systems while minimizing downtime and meeting service targets and KPIs.
- Collaborate with internal teams and external vendors to diagnose and resolve technical issues.
- Manage incidents, problems, assets, and changes using ITSM tools such as ServiceNow, Zendesk, or similar platforms.
- Perform root-cause analysis, assess performance, recommend reliability improvements, and contribute to incident-response automation.
- Monitor system performance and anomalies, identify operational risks, and support continuous service improvement.
- Implement and support ITIL-based incident, issue, and change management processes.
- Assist with deploying, configuring, and upgrading IT systems.
- Participate in a 24/7 on-call rotation and escalate unresolved tickets.
- Maintain documentation and knowledge-base articles, conduct knowledge transfer, and mentor junior engineers.
Qualifications
- Degree or Honours qualification equivalent to 12+3 education.
- At least 2 years of Information Technology experience.
- Extensive proven experience with systems, operations, and environments of similar size and complexity.
- Experience with service desk tools, ITSM, remote access, and knowledge resources.
- Experience delivering a high level of customer service.
Technical Knowledge
- Expertise in Windows and macOS operating systems, including troubleshooting, configuration, and remote support.
- Hands-on experience with Active Directory or Entra AD, Microsoft 365 administration, Exchange, and networking including TCP/IP, DNS, DHCP, and VPN.
- ITIL Foundation, Azure Fundamentals, CCNA, AWS Cloud Practitioner, or RHCSA certifications are advantageous.
Schedule
- The role includes a 24/7 on-call rotation and technical call-centre support across telephone, chat, email, and self-service channels.
Salary and Benefits
- The employer advertises an attractive tax-free salary and industry travel benefits, including flight and hotel discounts.
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