IT Senior Operations & Support Engineer – Service Desk

Job Summary

The IT Senior Operations & Support Engineer – Service Desk will analyse, support, and resolve complex incidents raised both internally and externally, and recommend solutions to reduce the number of recurring incidents to the technical team. Proactively monitor, identify, and highlight incidents and risks to ensure that IT Service Operations remain within the agreed service levels and minimize the adverse impact on business operations.

In this role, you will:

• Address customer issues and resolve Level 1 and Level 2 incidents for the Emirates Group Systems, ensuring minimal downtime and in line with the specific qualitative or quantitative targets and Key Performance Indicators(KPIs)
• Collaborate with internal teams and external vendors to diagnose and resolve technical issues efficiently.
• Utilise IT Service Management (ITSM) tools such as ServiceNow, Zendesk, or similar platforms to manage incidents, problems, assets, and change processes effectively.
• Perform root cause analysis of the reported incidents and recurring technical issues, conduct performance assessments and recommend improvements to enhance the system reliability. Contribute to the automation of the root cause analysis and incident response tools to improve response time and operational efficiency.
• Drive continuous improvement by proactively identifying and highlighting issues and risks that may impact the services provided by EGIT. Utilise observability platforms to monitor system performance and anomalies.
• Implement and support ITIL-based incidents, issues and change management processes while ensuring compliance with company cybersecurity, data protection, company policies, and industry regulations and best practices.
• Assist in deploying, configuring, configuring and upgrading IT systems to ensure optimal performance.
• Partake in a 24/7 on-call rotation, acting as an escalation point for unresolved tickets and providing timely solutions.
• Develop and maintain technical documentation, create knowledge-base articles, carry out knowledge transfer sessions, and mentor junior engineers to encourage a culture of continuous learning and knowledge sharing.
• Manage multiple priorities effectively by applying strong communication, analytical, and problem-solving skills to ensure timely and efficient service delivery.

Qualification

To be considered for this role, you must meet the below requirements:

• Degree or Honours (12+3 or equivalent).
• 2+ years of experience in Information Technology.

Knowledge / skills:

• Must have extensive proven experience in systems, operations and environments of a similar size and complexity
  Experience in working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
• Technical & Professional Certifications (ITIL foundation, Microsoft Certified – Azure Fundamentals, CCNA, AWS Certified Cloud Practitioner, RHCSA etc.) will be an added advantage.
• Experience in delivering a high level of customer service
• Demonstrable ability to think around issues and look at the broader picture to provide solutions through a variety of problem-solving techniques
• Adapt ways of working to meet evolving operational needs, aligning priorities, actions, and support and manage multiple communication channels, including telephone, chat, email, and self-service portals, ensuring consistent, efficient, and seamless incident management 24/7 at the technical call centre.
• Demonstrate strong operational agility by seamlessly transitioning between senior‑level responsibilities and front‑line support as required, delivering hands-on assistance during peak operations and major incidents to maintain service continuity
• Expertise in Windows and macOS operating systems, including troubleshooting, configuration, and remote support tools.
• Hands-on experience with Active Directory/Entra AD, Microsoft 365 administration, exchange (server & client), and networking (TCP/IP, DNS, DHCP, VPN).