IT Operations & Support Technician

About the role

Emirates is looking for an IT Operations & Support Technician to join its Technology Command Center. You will be part of a 24/7 team that resolves incidents, fulfills service requests and carries out preventive maintenance, ensuring IT services meet agreed service levels for both internal and external customers.

Key responsibilities

• Provide first‑line support for hardware, software and network issues, aiming to resolve incidents on the first call.
• Log, track and communicate the status of incidents and service requests using ServiceNow.
• Escalate high‑impact incidents to the manager promptly to minimise business impact.
• Perform deployment activities and preventive maintenance following established procedures.
• Inform customers of progress and potential SLA breaches, and gather feedback after closure.

Required profile

• Vocational diploma or equivalent (12+2).
• Minimum 3 years of experience in IT support, help‑desk or technical call centre environments.
• Strong customer‑service orientation and ability to work in a fast‑paced operational setting.
• Familiarity with ITIL processes and incident management tools.

Required skills

• ITIL knowledge.
• ServiceNow ticketing system.
• Operating systems (Windows, Linux) and Active Directory.
• Azure Administration.
• Hardware troubleshooting for PCs and end‑user devices.
• Networking fundamentals.
• Remote management tools such as RDP.
• Deployment tools like SCCM and Microsoft Intune.