IT Operations & Support Engineer

at  The Emirates Group

JOB OUTLINE:

• Address customer issues and resolve them to provide a superior service to our 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.).
• Provide quick fixes/workarounds/solutions to be updated in the Known error database to the Problem Management Team. 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, and other IT teams to ensure a high level of system availability
• Adhere to IT Policy, Standards & Procedures, and the audit & finance regulations
• Maintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy, for his responsible area.

QUALIFICATIONS & EXPERIENCE: KNOWLEDGE/SKILLS:

• Hardware Repair Expertise: Demonstrated expertise (5-7 years) in test, service, and chip/board level repairs of computers, peripherals, and other hardware devices.
• 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.
• IT Service Management Tools: 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.
• Process Improvement Orientation: Proven track record of identifying process inefficiencies and implementing improvements to enhance service delivery
  Leadership Role: NO
  Salary & Benefits: Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section

This role plays a crucial role in ensuring seamless customer service delivery in alignment with ITIL processes. This role is responsible for overseeing test, service, and chip/board level repairs of desktop/laptop systems, peripherals, and other hardware devices. It involves managing warranty claims, issuing IT Assets on service requests and incidents, and coordinating with vendors, P&L, and 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.