IT Support Technician

Job Purpose

A 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, were always at the forefront, pushing boundaries. Were 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 Support Technician.

The IT Support Technician will restore normal IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for Emirates Group and External Clients.

Deployment

In this role, you will:

• To carry out all pre-requisite works for the installations of computers, peripheral devices, telephone and other infrastructure components.
• To carry out deployment of equipment independently and maintain the quality of workmanship as per IT standards in all installation related activities.
  
  

Maintenance

• To carry out routine preventative maintenance of various types of computers, printers, kiosks and other data communication equipment and peripherals used in Emirates group. To carry out servicing and repair activity in accordance with IT standards.
• To maintain spares, to ensure stock thresholds are met and regular updates are provided to change the threshold based on historic trend, current requests and future projects for repair of any faulty devices.
  
  

Support

• To assist the engineers in completing the surveys, installations, general fault rectification and replacing of faulty equipment for the assigned business areas to maintain high uptime of the equipment and systems.
• To make continuous effort to provide high level of support to the team members and business users in order to achieve consistent customer satisfaction.
• Adhere to the audit & finance regulations related with asset management using the company processes and systems.
• To provide superior customer service to the customers and help increase customer perception and satisfaction. To minimize system downtime and ensure a rapid restoration of service.
• To route cases to other support teams where necessary. To update the IM system and to pro-actively communicate with the assigned Incident Service Request Lifecycle owner (ILO) the status of resolution.
• Pro-actively keep customers informed on the status and progress of incidents. To inform customers if incidents and/or service requests are about to breach the SLO. Confirm closure and obtain feedback on incidents with the customer.
  
  

Qualification

To be considered for this role, you must meet the below requirements:

• Vocational or Diploma (12+2 or equivalent).
• 3+ years of experience in Information Technology, Hardware, IT Helpdesk/Technical Call centre.
• UAE driving license.
  
  

Knowledge/Skills

• Experience in Customer Support and Operational Support roles.
• Knowledge of ITIL, Service Now, operating systems, Active Directory, and Azure Administration.
• Experience in troubleshooting hardware issues with PCs & other end-user devices, application, operating systems and networking.
• Knowledge of remote management tools like RDP and deployment tools like SCCM, Intune, etc.
• Experience in installation and cabling of LAN/WAN related network.
• 2 years of experience within a Service Desk and being able to react quickly, logically, effectively under pressure.
• Knowledge of tools such as cable tester, crimping tools, multi meter. Knowledge of all geographical areas in all Emirates in U.A.E, the Job holder needs to / may visit the sites in all the Emirates.
• Working knowledge of using PCs and office tools, such as MS word and Email.
  
  

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. 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.

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