As one of the fastest growing internationally recognized airlines, Emirates Airlines has always been in the leading position in leveraging the latest IT technologies for the growth of its dynamic and mission critical airline development operations. My position in the company is that of an IT Senior Support Engineer in the Customer Service and Support Department. This department is responsible to provide the required IT support to the internal staffs as well as external clients of Emirates Group.
Following are the key inputs required from a Support engineer position in Emirates Group.
? To 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.
? To focus on complex incident resolution as well as on resolution for critical applications. To act as technical mentor and trainer for junior staff.
? Ensure that the deployed architecture for infrastructure, servers, PCs and peripherals meets the service level requirements in terms of expected availability, capacity, continuity, security, performance and reliability.
? To be an interface with different technical teams, applications teams and Customer support team and dissipate the solutions required for all incident management.
? Collaborate with service providers, technical design teams, peer organizations and customer to satisfy IT requirements.
? To analyze reported incident and provide solutions to the users enabling them to resume their work with minimum disruption.
? To implement proactive maintenance on peripheral devices on a recurring schedule to eliminate possible incidents and minimize possible impacts on customers.
? Troubleshoot Workstation Hardware and Software problems which cannot be solved by Service Desk.
? Carry out network infrastructure and solutions and other requested service as per the procedures provided by tech teams.
? Participate in company initiated End of Life hardware / service up gradation Projects
? Continued self-study to increase knowledge of Firm standard hardware, software and related components
? Track and maintain the Asset inventory database
? Providing guidance and advice to users on the use of Standard hardware and applications.
? Accurate escalation of incidents to 3rd Line Support including Third Party Supplier where appropriate.
? Diagnosing and resolving all software issues or queries to an advanced level, remotely or while visiting users to provide one to one assistance
? Demonstrating a willingness to offer support to others in areas where you are experienced
TECHNICAL CAPABILITIES :
? Well versed in the support, implementation & administration of Desktop Operating Systems like Windows XP, Windows 7 Professional etc.
? Capable of resolving Desktop & Laptop hardware faults like Motherboard failures, Hard disk failures etc by repairing / replacing the faulty components.
? Well versed in the support and administration of Server Operating Systems like Windows Server 2003, Windows Server 2008 and Windows Server 2012.
? Have experience in supporting Datacentre infrastructure like cabling, server hardware like HP Brick Servers, Dell Servers, HP Blade Servers, Tape Drives and Enclosures.
? Have experience in supporting Datacentre operations like Firmware upgrades, memory upgrades, troubleshooting hardware faults like HDD failures, memory issues, performance issues , system patching etc.
? Knowledge of Active Directory management on areas such as Group Policies , User access to Files & folders , Access to Network Resources like Printers , Scanners , Provisioning or revoking application access , Configuring logon access to Network drives and Home Folders , Password Resets , Account Enabling / Disabling etc.
? Providing 2nd Line Support for Email Administration which include user adds, changes, quota changes and deletes. Rights management and client troubleshooting.
? Diagnosing and resolving all software issues or queries to an advanced level, remotely or while visiting users to provide one to one assistance.
? Providing 2nd Line Support for systems including Outlook, Microsoft Office, Active Directory, Directory Services and remote access.
? Providing 2nd Line Support for Mobility Systems like Blackberry Corporate Email Services, Active Sync Services, RSA FOB usage, software VPN channels, Android App installations etc.
? Installing Desktop OS, Microsoft Office Products, Antivirus & other custom applications.
? Deployed OS images using utilities like Lite Touch , Ghost etc
? Deploying, configuring & support of peripheral devices like Printers, Scanners and Multi-Functional Printers etc.
? Deploying, configuring and support of VOIP phones, analog phones & fax lines.
? Providing support to various Operationally Critical Applications mainly being used in Airport Operations, Network Control etc.
? Providing support to various equipments being used in business environments like projector, AV equipments, photocopier, card scanners etc.
? Basic knowledge in functionality of Network devices like Cisco Routers, Cisco Access Switches, Juniper Firewalls.
? Have experience in uploading configurations in Cisco routers, troubleshooting vlan issues, replacement of faulty switch modules etc.
? Have experience in supporting travel agencies wherein Sabre Ticketing & reservation application was being used. Emirates is the main provider of Sabre Ticketing System in UAE. This includes providing hardware & software support of Desktop PC’s, Printers provided by Emirates.
? Have experience in the support of Health Information System (HIS), label printers which was being used by Emirates Airlines Clinic.