Support Engineer

TRT; Doha; On-site; QAR 56,000 - 112,000; Full time

Job summary

TRT in Doha seeks an IT Support Technician with 3–5 years of experience handling hardware break-fix and software resolution. You will troubleshoot routers and switches, perform onsite replacements, and manage inventory while delivering professional client communications.

The role requires business English proficiency (B1–B2), a related IT degree, and willingness to cover both hardware and software issues, including remote and onsite support as needed.

Qualifications

• Must speak business level English (B1-B2).
• Bachelor’s degree in IT/CS/CE/ECE or related IT field.
• 3–5 years of IT hardware break-fix and software resolution experience.
• Willingness to do both hardware and software support.

Responsibilities

• Grabbing incident tickets for entry to midrange routers and switches.
• Performing hardware and software troubleshooting.
• Remote support and incident resolution; escalation to Level 3 as needed.
• Onsite replacement of router/switch cards, PSUs, fans, and related parts.
• Inventory and warehouse management; ensure NetSuite inventory accuracy.

Skills

Business English (B1-B2)

IT hardware break-fix

Software resolution

Education

Bachelor's degree in IT/CS/CE/ECE

Job description

Responsibilities

• Grabbing incident or service request tickets involving entry level & midrange level industry standard router and switches.
• IP and optics devices hardware and software issues
• Routing and switching troubleshooting
• Incident ticket analysis, remote support & resolution
• Methods of procedure creation
• Communicating with clients through email, Webex & phone call for incident ticket resolution updates
• Ticket documentation on NetSuite
• Technically escalating to remote Level 3 (Global TAC) support if required
• L2 field support for tickets
• Scheduling and performing onsite action as required
• Router and switches card, PSU, fan onsite replacement
• Onsite standby support
• Warehouse and inventory management
• Make sure the physical is matching on NetSuite inventory
• Perform quarterly stock take
• Ensure all logged incidents are resolved within the agreed SLA. Any potential missed SLA should be escalated to team leader
• Ensure all communication with clients is prompt, accurate, & professional to deliver best of client’s experience
• Ensure accurate & timely part replacement.
• Ensure timely escalation to Level 3 as needed through technical escalation requests (TERs)
• Documentation of problem resolution into TRT’s knowledge base
• Continuously learn additional technical and non-technical skills
• Ensure meeting 98% inventory KPI for the warehouse inventory.
• Compliance with company policy

Requirements:

• Must be able to speak business level English (B1-B2)
• Candidates must possess a college degree in information technology (IT), computer science (CS), computer engineering (CE), electronics & communication engineering (ECE) or related courses for IT. NRS 1 training and certification would be an advantage
• Must have 3-5 years of experience handling IT system hardware break fix & software resolution
• Willingness to do both hardware and software support