Field Support Specialist

About the role

The Field Support Specialist will ensure continuous IT service desk operations for Emirates Flight Catering, providing critical support outside regular hours when needed. The role focuses on maintaining application uptime, resolving user issues quickly, and supporting the overall IT infrastructure.

Key responsibilities

• Maintain round‑the‑clock IT service desk operations, monitor SLA performance and produce weekly reports.
• Ensure application uptime and smooth operation by collaborating with end users and system administrators.
• Track ticket progress, resolve first‑level escalations for applications, operating systems, devices, connectivity, LAN networking and port configuration.
• Implement best practices in infrastructure support using the service‑management tool to drive consistency.
• Document installation and configuration procedures in the knowledge repository.
• Deploy OS patches on desktops, Lenovo, Apple laptops and Microsoft Surface devices via SCCM.
• Manage team performance, promote upskilling in emerging technologies, and foster a future‑ready support team.
• Work with the Cybersecurity team to implement and monitor security controls across IT infrastructure, endpoints and applications.

Required profile

• Bachelor's degree in Computer Science or equivalent.
• Minimum 6 years of experience in a similar on‑site support role.
• Proven experience in network maintenance, troubleshooting and debugging of infrastructure devices and applications.
• Good knowledge of JIRA and MS‑Office tools.
• Strong analytical and reporting skills.

Required skills

• Set up and maintain hardware with well‑functioning LAN/WAN.
• Collaborate with the Cybersecurity team to implement security solutions.
• Troubleshoot bugs and system failures to restore functionality.
• Solid knowledge of Windows system administration activities.