Field Support Analyst

The Field Support Analyst provides practical technical assistance to users and helps maintain dependable end-user technology across operational locations. The role involves troubleshooting hardware and software issues, responding to service requests, supporting equipment setup, and keeping users informed. Strong service orientation and systematic diagnosis are central to efficient support.

The analyst should document issues clearly, follow service-management procedures, and escalate unresolved faults with enough detail for the next support level. As operational teams may depend on systems to carry out time-sensitive work, responsive communication and prioritisation are important.

Key Responsibilities

• Respond to user incidents and service requests involving computers, peripherals, software, and access.
• Diagnose technical faults, apply approved fixes, and test equipment before returning it to users.
• Install, configure, or replace supported hardware and standard software as authorised.
• Record incidents, resolutions, and follow-up actions in the required support system.
• Explain technical steps to users in clear language and provide basic guidance when needed.
• Escalate recurring or complex issues to specialist teams and monitor progress to closure.

Requirements and Qualifications

• Relevant IT support experience or technical training is expected.
• Candidates should be familiar with common endpoint, hardware, software, and connectivity issues.
• Good customer service and clear incident documentation are important.
• Applicants should be comfortable using approved support procedures and documenting technical issues clearly.

Skills and Competencies

• Structured troubleshooting and prioritisation
• User communication and service orientation
• Documentation and incident tracking
• Teamwork and confidentiality

Employment Details

This vacancy is based in Dubai, United Arab Emirates. The role works within Emirates Flight Catering’s operating environment and follows applicable workplace, quality, safety, and confidentiality procedures. The position calls for dependable attendance, clear communication, accurate records, and a professional approach to colleagues, customers, and service partners. Applicants should ensure that their background matches the role-specific criteria before submitting an application.