24/7 IT Support Engineer – Frontline Tech & Service

Qatar Airways

Doha

On-site

QAR 60,000 - 100,000

Full time

6 days ago

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Job summary

Qatar Airways is seeking a First and Second Level Support Engineer for our IT Service Centre in Doha. The role requires rotating shifts to provide 24/7 support and delivering 5-star service to internal users and external partners.

You will diagnose issues, follow SOPs, and escalate complex problems when needed. The ideal candidate has at least 2 years of technical support experience, a degree in computer science or related field, and relevant certifications.

Qualifications

Bachelor’s degree or diploma in computer science or related field with at least 2 years of technical support experience.
Experience in IT services environments and diverse operations.
Industry certifications such as CCNA, MCSE and ITIL Foundation are a strong asset.

Responsibilities

Respond to user inquiries via phone, email, or ticketing system.
Diagnose and resolve basic hardware, software, and network issues.
Escalate complex problems to second-level support when necessary.
Maintain records of issues and solutions in the service management system.
Provide remote and on-site assistance to internal users and external partners.
Follow SOPs to ensure consistent and high-quality service delivery.
Comply with security guidelines and policies at all times.
Coordinate with application and service teams for escalations and complex problem-solving.
Prepare and submit accurate shift reports detailing activities and incidents.
Ensure adherence to OLAs and SLAs.