Job description
Role Overview
Field Support Specialist - Network at Emirates Flight Catering. The role is based on-site and involves round-the-clock IT service desk operations supporting critical and urgent matters outside standard working hours as needed.
Company Overview
Emirates Flight Catering (EKFC) is one of the world's largest catering and hospitality services providers, delivering excellence at scale to airlines, hospitality brands, and global events. Part of the Emirates Group ecosystem, EKFC is a globally recognised organisation with a diverse, multicultural workforce united by shared standards and values. The company operates in a fast-paced, operational environment that values integrity, accountability, and continuous improvement.
Role Purpose
Sustain IT service availability and SLA performance by resolving user-impacting issues, maintaining infrastructure documentation and security compliance, and leading and upskilling the support team to ensure business continuity, minimize downtime, and safeguard the IT environment.
Key Responsibilities
Service Delivery & SLA Management
- Maintain round-the-clock IT service desk operations, remaining reasonably available to support critical or urgent matters outside standard working hours where necessary.
- Monitor performance against agreed SLAs and report weekly to sustain internal customer satisfaction and business continuity.
- Monitor ticket progress using the applicable tool and resolve first-level escalations on customer support tickets relating to applications, operating systems, devices and connectivity.
Infrastructure & Connectivity Support
- Maintain application uptime and smooth operation by working with end users and other system administrators to maintain uninterrupted service for the business.
- Resolve LAN networking and port configuration issues to minimize downtime and restore user productivity.
- Set up required hardware and well-functioning LAN/WAN.
- Configure, deploy, maintain, and troubleshoot computers, laptops, printers, network, iPhones, iPads, peripherals, and docking stations.
- Provide IT hardware, software, and networking level 3 support to end users.
Documentation & Knowledge Management
- Maintain and update documentation of installation and configuration procedures in the knowledge repository to increase productivity and serve as a guide during implementation.
- Implement and monitor best practices and methods in infrastructure support using service management tool to drive consistency and reliability across IT service delivery.
Patch Management & System Administration
- Ensure installation of OS patches in Desktops, Lenovo, Apple laptops, and Microsoft Surface devices with SCCM in collaboration with analyst to achieve timely delivery as per SLA.
- Troubleshoot bugs and system failures to restore proper functionality.
- Provide good knowledge and support in Windows system admin activities.
Security & Compliance
- Implement and monitor security controls across IT infrastructure, endpoints and applications in collaboration with the Cybersecurity team.
- Ensure compliance with organizational security policies and audit requirements to safeguard the IT environment and minimize risk.
- Work with Cybersecurity team to implement Cybersecurity solutions.
Team Leadership & Development
- Manage team performance and engage the team in upskilling in next-generation technologies to build a capable and future-ready support team.
Qualifications & Experience
- Minimum bachelor's degree in computer science or equivalent.
- Minimum 6 years' experience in a similar role.
- On-site support, network maintenance, troubleshooting and debugging of infrastructure devices and applications.
- Good knowledge of JIRA and MS-Office tools.
- Strong analytical and reporting skills.
Skills & Competencies
- Highly experienced working on ticketing systems: Remedy, Service Now, JIRA, Cherwell ITSM ticketing systems to record and maintain issues in a timely manner and within SLA.
- Strong knowledge of Windows system administration activities.
- Ability to troubleshoot and configure LAN/WAN infrastructure.
- Technical proficiency with hardware setup, peripherals, and mobile devices.
- Ability to collaborate effectively with Cybersecurity teams and other system administrators.
- Strong analytical and problem-solving capabilities.
Additional Information
- Competitive salary and benefits.
- Two duty meals provided at EKFC.
- Health and wellness coverage.
- Paid time off and public holidays.
- Performance-based annual bonus and salary review opportunities, subject to eligibility and company policy.
- Recognition for achievements and commitment, including monetary NAJM Awards (Appreciation, Bronze, Silver & Gold levels).
- Learning and development support.
- Team events and engagement activities.
- Benefits may vary by role and location.