Job description

Job Purpose

To provide effective IT support services to the end users through multiple support channels. The role ensures continuity of business operations by troubleshooting, resolving, and preventing issues impacting IT infrastructure, systems, and applications. Responsible for installing, configuring, and monitoring IT systems in compliance with company policies, security standards, and applicable aviation and regulatory requirements. 

• Provides first- and second-level technical support to end users, taking ownership of incidents and service requests from logging through closure.
• Monitors systems, servers, and network components to ensure stable IT operations and timely identification of issues.
• Diagnoses and troubleshoots hardware, software, application, and basic network issues, ensuring resolution within agreed SLAs.
• Applies fixes, patches, and minor bug resolutions; escalates unresolved issues to appropriate internal IT teams or vendors.
• Maintains effective working relationships with business users, internal IT teams, suppliers, and service providers.
• Supports the implementation and adherence to incident management and service request management processes aligned with ITIL practices.
• Assists senior IT staff in planning, testing, and implementing new systems, applications, and technology platforms.
• Contributes to the IT knowledge base by preparing user guides, technical documentation, and support notes.

• Uses multiple communication channels (on-site support, telephone, email, remote tools) to assist users effectively.
• Ensures accurate recording, tracking, and closure of incidents and service requests; prepares periodic support activity reports when required.
• Installs, configures, upgrades, and maintains IT hardware, operating systems, applications, and network devices.
• Supports new application rollouts, user account setup, access provisioning, and basic end-user training.
• Maintains accurate records of IT assets, ensuring compliance with asset management and security requirements.
• Ensures IT security, data integrity, and business continuity controls are followed and documented.
• Provides on-call support for critical systems as required to support 24x7 airline operations.

• Bachelor’s degree in Information Technology, Computer Science, or a related field. ITIL certification preferred. 
• Ability to analyze technical issues, identify root causes, and recommend practical solutions.
• Working knowledge of IT security and business continuity principles.
• Fluent in English.
• Strong communication, problem-solving, and customer service skills.
• Strong understanding of IT infrastructure, end-user systems, and enterprise applications.
• Familiarity with incident, problem, and service request management processes.
• Proficiency in MS Office 

• 3–5 years of experience in IT infrastructure support, service desk, or IT operations, preferably in aviation or a 24x7 operational environment.
• Experience troubleshooting hardware, software, and network-related issues.