IT Operations & Support Engineer – Global Field Support

About the role

Emirates is seeking an IT Operations & Support Engineer to join its Global Field Support team in Dubai. The role focuses on restoring normal IT services, acting as the single point of contact for incidents and service requests, and ensuring minimal disruption to Emirates Group and external clients.

Key responsibilities

• Analyse, resolve and document incidents and service requests using ITSM tools, maintaining up‑to‑date status and communication with users.
• Provide quick fixes, work‑arounds and permanent solutions, feeding known errors to the Problem Management team.
• Identify recurring issues, conduct root‑cause analysis and liaise with problem management for long‑term fixes.
• Coordinate with vendors, IT coordinators and other teams to maintain high system availability and adhere to IT policies and audit regulations.

Required profile

• Minimum 4 years of experience in IT operations, service desk or similar environments.
• Proven ability to deliver high‑level customer service and think holistically to solve complex issues.
• Strong communication skills and ability to set realistic expectations based on Service Level Objectives.

Required skills

• ServiceNow or similar ITSM platform, Remote Desktop, Active Directory, Azure Admin, Intune, SCCM.
• Hardware installation and troubleshooting for desktops, laptops, printers, AV devices and mobile devices.
• Network fundamentals (TCP/IP, DNS, DHCP, VPN) and hands‑on experience with routers, switches and firewalls.
• Administration of Windows, Android and macOS operating systems.
• Knowledge of modern endpoint management, AI‑assisted troubleshooting and workflow automation.

What we offer

• Attractive tax‑free salary in Dubai.
• Travel benefits including discounts on flights and hotel stays worldwide.