TS Engineer
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Key skills for this role
Role Overview
The First and Second Level Support Engineer is the first point of contact for IT-related queries at the IT Service Centre.
The role provides 24/7 support coverage through rotational shifts for internal users and external partners.
The position focuses on prompt issue resolution, escalation of complex problems, and exceptional customer experience.
Key Skills for This Role
Full Job Posting
Role overview
The First and Second Level Support Engineer is the first point of contact for IT-related queries at the IT Service Centre.
The role provides 24/7 support coverage through rotational shifts for internal users and external partners.
The position focuses on prompt issue resolution, escalation of complex problems, and exceptional customer experience.
Responsibilities
- Respond to inquiries by phone, email, and ticketing system.
- Diagnose basic hardware, software, and network issues.
- Escalate complex problems to second-level support.
- Maintain issue and solution records in the service management system.
- Provide remote and on-site assistance to users and external partners.
- Coordinate with application and service teams on escalations.
- Prepare shift reports and follow OLA and SLA requirements.
- Review complaint trends and suggest service improvements.
Qualifications and experience
- Proven customer-facing experience and a helpful, professional approach are required.
- Strong written and verbal English communication skills are required.
- A bachelor's degree or diploma in computer science or a related field is mandatory.
- At least two years of relevant technical support experience is required.
- Experience in an IT services environment is preferred.
- Flexibility for rotational shifts and overtime is required.
Additional skills and certifications
- Arabic fluency is considered an advantage.
- CCNA, MCSE, and ITIL Foundation certifications are considered assets.
- Interpersonal skills, adaptability, collaboration, patience, and composure under pressure are important for the role.
About Qatar Airways Group
Qatar Airways Group operates across 12 businesses and describes itself as an international community focused on growth, ambition, and service excellence.
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