An exciting opportunity to join the Qatar Airways Group IT - Technology Services Department as TS Engineer. As a First and Second Level Support Engineer at our IT Service Centre, you will be the first point of contact for all IT-related queries. This role requires working in rotational shifts to ensure 24/7 support coverage. You will deliver 5-star service to our internal users, ensuring their IT needs are met promptly and professionally, while also providing assistance to our external partners. Your focus will be on delivering exceptional customer experience, resolving issues efficiently, and escalating complex problems when necessary.
Key Responsibilities:
- Respond to user inquiries via phone, email, or ticketing system.
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Diagnose and resolve basic hardware, software, and network issues.
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Escalate complex problems to second-level support when necessary.
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Maintain accurate records of issues and solutions in the service management system.
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Provide guidance and support for standard IT processes and tools.
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Follow established SOPs to ensure consistent and high-quality service delivery.
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Comply with security guidelines and policies at all times
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Provide remote and on-site assistance to internal users and external partners.
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Utilize and contribute to the knowledge base for efficient issue resolution.
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Coordinate with application and service teams for escalations and complex problem-solving.
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Prepare and submit accurate shift reports detailing activities and incidents.
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Ensure adherence to Operational Level Agreements (OLA) and Service Level Agreements (SLA).
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Demonstrate strong listening skills and patience when handling user concerns.
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Review and analyze common complaints to identify trends and suggest improvements.
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Maintain readiness to work overtime when required for operational needs.
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Deliver exceptional customer service with a focus on professionalism and empathy.
Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible.