Service Help Desk- Tier 2

Madre Me; Doha; On-site; QAR 100,000 - 167,000; Full time

Job summary

Madre Integrated Engineering in Qatar is seeking an experienced Service Desk professional to manage complex incidents from Tier 1, deliver advanced troubleshooting, and drive timely resolution.

You will coordinate with internal IT teams and external vendors, document solutions, and mentor Tier 1 staff, helping maintain high service levels and continual improvement.

Qualifications

• 5–10 years of experience in service desk or IT support.
• Strong knowledge of ITIL processes and SLA management.
• Experience coordinating with multiple IT teams and vendors.

Responsibilities

• Handle complex and escalated incidents and service requests from Tier 1.
• Perform advanced troubleshooting, root-cause analysis, and identify workarounds or permanent solutions.
• Coordinate with internal IT teams, technical support teams, and vendors for high-impact issues.
• Validate escalated tickets and ensure accurate documentation before closure.
• Provide technical guidance, coaching, and knowledge transfer to Tier 1 teams.
• Maintain knowledge-base articles, known errors, and resolution procedures.
• Monitor incident trends, SLA performance, backlog, and recurring issues.
• Participate in problem management, major incident reviews, and continuous service improvement.

Skills

Incident management

Escalation handling

IT support

Root cause analysis

Vendor coordination

Communication skills

Tools

Ticketing systems

Job description

Madre Integrated Engineering | Full time

• Handle complex and escalated incidents and service requests from Tier 1.
  
• Perform advanced troubleshooting, root-cause analysis, and identify workarounds or permanent solutions.
  
• Coordinate with internal IT teams, technical support teams, and vendors for high-impact issues.
  
• Validate escalated tickets and ensure accurate documentation before closure.
  
• Provide technical guidance, coaching, and knowledge transfer to Tier 1 teams.
  
• Maintain knowledge-base articles, known errors, and resolution procedures.
  
• Monitor incident trends, SLA performance, backlog, and recurring issues.
  
• Participate in problem management, major incident reviews, and continuous service improvement.
  

Requirements

Requirements

• 5–10 years of experience in Service Desk, IT Support, or a related technical support role.
  
• Strong experience in incident, escalation, and service request management.
  
• Good knowledge of ITIL processes, SLA management, and ticketing systems.
  
• Strong troubleshooting and root-cause analysis skills.
  
• Experience coordinating with multiple IT teams and external vendors.
  
• Ability to prepare incident reports, service reports, and performance summaries.
  
• Strong communication, problem-solving, and customer-service skills.
  
• Experience mentoring or supporting Tier 1 Service Desk teams is preferred.