IT Operations & Support Engineer - Technical Call centre
EmiratesUnited Arab Emirates11 hours ago
Full-timeRemote FriendlyInformation Technology
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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 worlds 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
To be considered for this role, you must meet the below requirements:
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. 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.
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 worlds 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.
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.
- 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.
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. 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.
Key Skills
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