{"id":2866241,"url":"https://alion.io/job/the-emirates-group-it-operations-support-engineer-global-field-support-","title":"IT Operations & Support Engineer - Global Field Support.","company":{"id":2853758,"name":"The Emirates Group","domain":"theemiratesgroup.com","url":"https://alion.io/company/theemiratesgroup","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dubai, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-19T00:00:00Z","employer_posted_date":null,"last_verified_at":"2026-10-19T00:00:00Z","board_verified":false,"closed_at":null,"days_open":7,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":7},"description":"Job PurposeAt 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. Emirates Group IT thrives on the dynamic nature of technology Being pioneers in aviation innovation were always at the forefront pushing boundaries. Were on the lookout for exceptional IT professionals to fortify our position as leaders in the industry. Embark on a journey with the worlds largest international airline and become a vital part of our cutting-edge information and technology team as an IT Operations & Support Engineer - Global Field Support.\nThe IT Operations & Support Engineer - Global Field Support will restore normal IT service operations within agreed service levels and business priorities and minimise the adverse impact on business operations for Emirates Group and External Clients. As well as being the Single point of contact (SPOC) for the assigned incident resolution and service requests.\nIn this role, you will: \nAddress and resolve customer issues to provide a superior service to our internal and external customers. Ensuring that the service provided aligns with the specific qualitative or quantitative targets and Key Performance Indicators of the task.\n Analyse reported incidents and provide solutions to the users, enabling them to resume their work with minimum disruptions as per the agreed SLO and to complete IT service requests.\nUpdate the status of an incident or service request in the tool. Ensure they hold up-to-date information before taking action on any incident or service request. Ensure that the tool and relevant team are updated. \nSet expectations for the customer based on agreed SLOs (timeframes and format). \nProvide 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. Liaise with problem management to provide a more permanent solution to problems. To proactively identify & highlight issues to reduce the possibility of system downtime for users. \nEnsure deployment projects are carried out using best practices or Project Management, as outlined in the departmental Work practices. Satisfaction Customer feedback must be obtained after every project. \nLiaise with vendors, IT coordinators, and other IT teams to ensure high system availability.\nAdhere to IT policy, Standards & procedures and the audit & finance regulations. \nMaintain the integrity of the configuration items in the Configuration Management Database as per EGIT Policy for his responsible area.\nQualificationTo be considered for this role, you must meet the below requirements:\n12 years of schooling or equivalent.\n4+ years experience in Information Technology.\nKnowledge/Skills:\nMust have extensive proven experience in systems, operations and environments of a similar size and complexity.\nExperience in working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources(e.g. Service Now, Remote Desktop, Active Directory, Azure Admin, Intune, SCCM etc.).\nExperience in delivering a high level of customer service.\nDemonstrable ability to think around issues and look at the broader picture to provide solutions through a variety of problem-solving techniques.\nAbility to install, configure, and upgrade hardware components such as desktops, laptops, portable/handheld devices, printers, scanners, meeting-room AV devices, presentation and collaboration tools, and other peripherals.\nProficiency in using diagnostic tools to identify hardware and software issues and the ability to isolate and identify the root cause of hardware problems systematically.\nUnderstanding of network (TCP/IP, DNS, DHCP, VPN) hardware such as routers, switches, and firewalls, the ability to troubleshoot network connectivity issues, and hands-on experience with Active Directory and Office 365 administration.\nExpertise in Windows, Android and macOS operating systems, including troubleshooting, configuration, and remote support tools to diagnose and resolve hardware and software issues.\nKnowledge of modern endpoint management, AI-assisted troubleshooting, and workflow automation to improve support efficiency, proactively resolve issues and enhance the user experience.\nTechnical & Professional Certifications (MCSE, MCP, ITIL foundation, Microsoft Certified - Azure Fundamentals, CCNA, AWS Certified Cloud Practitioner, RHCSA,ITIL etc.) will be an added advantage.\nLeadership Role: No\nSalary & benefitsJoin 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. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers.","description_format":"text","description_chars":4917,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Space & Aerospace","Transportation & Logistics","Air Transport","Commercial Aviation"],"lifecycle":[{"event":"open","at":"2026-10-19T17:45:00Z"}],"visa":[],"liveness":{"score":88,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.879,"p_room":1,"age_days":6,"expected_fill_days":19,"reasons":["seen:6","velocity","win:early"],"computed_at":"2026-10-25T05:49:26Z"},"pay":null,"html_url":"https://alion.io/job/the-emirates-group-it-operations-support-engineer-global-field-support-","json_url":"https://alion.io/job/the-emirates-group-it-operations-support-engineer-global-field-support-.json","meta":{"generated_at":"2026-10-26T03:05:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4116,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2853758},"rest":"https://alion.io/mcp/rest/get_company?id=2853758"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthe-emirates-group-it-operations-support-engineer-global-field-support-"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthe-emirates-group-it-operations-support-engineer-global-field-support-"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthe-emirates-group-it-operations-support-engineer-global-field-support-"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/the-emirates-group-it-operations-support-engineer-global-field-support-\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthe-emirates-group-it-operations-support-engineer-global-field-support-"}]}