IT Operations & Support Engineer Emirates Airlines Dubai

As a IT Operations & Support Engineer at Emirates Airlines in Garhoud Area opposite to Airport Terminal 3, Dubai, UAE, candidate will plays a crucial role in ensuring seamless customer service delivery in alignment with ITIL processes. Candidate is responsible for overseeing test, service and chip/board level repairs of desktop/laptop systems, peripherals & other hardware devices. It involves managing warranty claims, issuing IT Assets on service requests and incidents & coordinating with vendors, P&L & various departments within the organization. Additionally, the role entails utilizing IT service management tools for efficient workflow management. Conducting hardware physical audits and maintaining accurate inventory records are also integral aspects of this role. This is a Senior level and full time role with salary ranges from 10000 AED to 25000 AED per month.

Responsibilities of IT Operations & Support Engineer

• Address customer issues and resolve them to provide a superior service to customers both internal and external. Ensuring that the service provided is in line with the specific qualitative or quantitative targets and Key Performance Indicators of the task.
• Analyse reported incidents and provide solutions to the users enabling them to resume their work with minimum disruption as per agreed SLO and to complete IT service requests.
• Update the status of an incident or service request in the tool. To make sure that they hold up-to-date information before action on any incident or service request. To ensure that the tool and relevant team are updated
• Set expectations for the customer based on agreed SLOs (timeframes and format).
• Coordinate unresolved/recurring faults and communicate with application vendors and other IT service providers (internal & external, e.g. SITA, DCA, ARINC, etc.).
• Should update the Known Error Database with quick fixes, workarounds, and solutions for identified issues. To identify recurring problem areas and to articulate trends for root cause analysis. To liaise with problem management to give a more permanent problem resolution. To proactively identify & highlight issues, to reduce the possibility of system downtime for users.
• Ensure deployment projects are carried out using best practices of Project Management, as outlined in the departmental Work Practices. Satisfactory Customer feedback must be obtained after every project.
• Liaise with vendors, IT coordinators & other IT teams to ensure a high level of system availability
• Adhere to IT Policy, Standards & Procedures & the audit & finance regulations
• Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy, for his responsible area.

Requirements for Role of IT Operations & Support Engineer

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 5-7 years experience in test, service and chip/board level repairs of computers, peripherals and other hardware devices.
• Extensive experience in using IT service management tools such as ServiceNow, ManageEngine, or HPSM for ticketing and workflow management.
• Inventory Management: Experience in conducting hardware physical audits and maintaining accurate inventory records using tools like MS Excel.

Skills And Knowledge Desired

• Warranty/Service Management: Proficiency in handling warranty claims, and issuances for IT hardware on service request/incident.
• Inter-departmental Coordination: Strong interpersonal skills and the ability to effectively collaborate with vendors and various departments within the organization.
• Teamwork: Collaboration with other IT professionals and departments to solve complex technical issues and contribute to projects.
• Process Improvement Orientation: Proven track record of identifying process inefficiencies and implementing improvements to enhance service delivery

IT Operations & Support Technician Emirates Airlines Dubai