IT Operations & Support Technician

Job Description

Emirates connects the world through its Dubai hub and constantly innovates to help customers “Fly Better.” Emirates Group IT leads in aviation technology and is looking for talented IT professionals to join the team and deliver cutting-edge solutions for the world’s largest international airline.

Key Responsibilities

• Deliver excellent customer service to both internal (EGIT) and external customers, meeting established targets and KPIs.
• Keep customers informed about the progress and status of incidents and service requests, including potential SLA breaches, and gather feedback upon resolution.
• Escalate high-impact incidents or service requests to management to minimize disruption to departmental or global operations.
• Handle inbound and outbound calls to resolve incidents efficiently, ensuring service quality and customer satisfaction.
• Aim to resolve incidents on the first contact whenever possible, or route them to the appropriate support teams for the quickest resolution.

Skill & Experience

• Vocational or Diploma (12+2 or equivalent).
• 3+ years of experience in IT, hardware support, or IT helpdesk/technical call center.
• Experience in customer and operational support roles.
• Knowledge of ITIL, ServiceNow, operating systems, Active Directory, and Azure Administration.
• Skilled in troubleshooting PCs, end-user devices, applications, operating systems, and networking issues.
• Familiar with remote management and deployment tools such as RDP, SCCM, and Intune.