IT Support Technician

Job Description

Job Description

At Emirates, we believe in connecting the world, to and through, our global hub in Dubai; and in constantly innovating to ensure our customers ‘Fly Better’. Join our Technology Operations team, where you will play a pivotal role in our IT landscape, ensuring smooth operations and outstanding support for critical business functions globally. The team focuses on duty management, service support, infrastructure operations, change enablement, observability, and IT asset management. 

As an IT Support Technician, you will restore normal IT service operations within agreed service levels and business priorities and minimize the adverse impact on business operations for Emirates Group and External Clients.

In this role you will:
Deployment

• To carry out all pre-requisite works for the installations of computers, peripheral devices, telephone and other infrastructure components.
• To carry out deployment of equipment independently and maintain the quality of workmanship as per IT standards in all installation related activities.

Maintenance

• To carry out routine preventative maintenance of various types of computers, printers, kiosks and other data communication equipment and peripherals used in Emirates group.
• To carry out servicing and repair activity in accordance with IT standards.
• To maintain spares, to ensure stock thresholds are met and regular updates are provided to change the threshold based on historic trend, current requests and future projects for repair of any faulty devices.

Support

• To assist the engineers in completing the surveys, installations, general fault rectification and replacing of faulty equipment for the assigned business areas to maintain high uptime of the equipment and systems.
• To make continuous effort to provide high level of support to the team members and business users in order to achieve consistent customer satisfaction.
• Adhere to the audit & finance regulations related with asset management using the company processes and systems.
• To provide superior customer service to the customers and help increase customer perception and satisfaction. To minimize system downtime and ensure a rapid restoration of service.
• To route cases to other support teams where necessary. To update the IM system and to pro-actively communicate with the assigned Incident Service Request Lifecycle owner (ILO) the status of resolution.
• Pro-actively keep customers informed on the status and progress of incidents. To inform customers if incidents and/or service requests are about to breach the SLO. Confirm closure and obtain feedback on incidents with the customer.