IT Operations & Support Engineer – Global Field Support

About the role

Emirates Group is seeking an IT Operations & Support Engineer to join its Global Field Support team in Dubai. You will be the single point of contact for incident resolution and service requests, ensuring IT services are restored within agreed service levels.

Key responsibilities

• Address and resolve internal and external customer issues, meeting KPI and SLO targets.
• Analyse incidents, provide quick fixes, and update the known error database.
• Liaise with problem management to identify root causes and implement permanent solutions.
• Coordinate deployment projects following best practices and obtain customer feedback.
• Maintain configuration items in the CMDB and ensure high system availability through vendor and team collaboration.

Required profile

• Minimum 12 years of schooling or equivalent.
• At least 4 years of IT experience in a complex environment.
• Proven ability to deliver high‑level customer service and think holistically to solve problems.

Required skills

• ServiceNow, Remote Desktop, Active Directory, Azure Administration, Intune, SCCM.
• Windows, Android and macOS operating systems.
• Network fundamentals (TCP/IP, DNS, DHCP, VPN) and hardware troubleshooting (routers, switches, firewalls).
• Office 365 administration and Azure/AWS cloud basics.
• Technical certifications such as MCSE, MCP, ITIL Foundation, CCNA, AWS Cloud Practitioner, RHCSA (preferred).

What we offer

• Attractive tax‑free salary.
• Travel benefits including flight and hotel discounts worldwide.