Support Engineer

Fis QA; Qatar; On-site; QAR 89,000 - 134,000; Full time

Job summary

Fis QA is seeking a Support Engineer to deliver responsive technical assistance for end users and workplace IT services. The role covers hardware, software, access, and connectivity issues, with desk-side and remote support across standard devices and business applications.

The ideal candidate will have 2+ years in technical support, fluency in English, and relevant IT certifications. On-site work and on-call rotation are expected, with a focus on clear communication and problem resolution.

Qualifications

• Diploma or bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• 2+ years of experience in technical support, service desk, or desktop support.
• CompTIA A+, Network+, Microsoft, ITIL Foundation, or comparable certifications are preferred.
• Fluency in English is mandatory; Arabic is desirable.

Responsibilities

• Receive, diagnose, resolve, and document hardware, software, access, and connectivity incidents through the approved service-management process.
• Provide desk-side and remote support for end-user devices, operating systems, productivity tools, printers, meeting-room technology, and standard business applications.
• Provision, configure, deploy, replace, and recover user devices and approved software in line with established build standards.
• Manage user accounts, access requests, and basic directory or productivity-platform administration within approved procedures.
• Monitor assigned support queues, prioritise requests, meet service-level targets, and communicate progress clearly to users and stakeholders.
• Escalate unresolved or complex issues to the appropriate technical teams with relevant diagnostics, troubleshooting steps, and handover notes.
• Maintain knowledge articles, asset records, and recurring-issue documentation to improve support consistency and contribute to problem resolution.
• Provide on-site and rota/on-call support where required, ensuring effective handover and continuity of service.

Skills

Customer-focused communication

Structured troubleshooting

Documentation and escalation

Collaboration

On-site availability

Education

Diploma/Bachelor in IT/CS or related discipline

Job description

About the Role

The Support Engineer provides responsive technical support for end users, workplace technology, and standard IT services across Fusion Integrated Solutions (FIS). The role helps maintain a reliable and productive working environment by diagnosing and resolving hardware, software, access, and connectivity issues through structured troubleshooting and clear communication.

Working under general direction within the Technical Delivery team, the successful candidate will provide desk-side and remote support, maintain accurate service and asset records, and escalate complex issues with relevant diagnostic information. This is a hands-on, customer-focused role that contributes to consistent service delivery and continuous improvement of support processes.

Responsibilities

• Receive, diagnose, resolve, and document hardware, software, access, and connectivity incidents through the approved service-management process.
• Provide desk-side and remote support for end-user devices, operating systems, productivity tools, printers, meeting-room technology, and standard business applications.
• Provision, configure, deploy, replace, and recover user devices and approved software in line with established build standards.
• Manage user accounts, access requests, and basic directory or productivity-platform administration within approved procedures.
• Monitor assigned support queues, prioritise requests, meet service-level targets, and communicate progress clearly to users and stakeholders.
• Escalate unresolved or complex issues to the appropriate technical teams with relevant diagnostics, troubleshooting steps, and handover notes.
• Maintain knowledge articles, asset records, and recurring-issue documentation to improve support consistency and contribute to problem resolution.
• Provide on-site and rota/on-call support where required, ensuring effective handover and continuity of service.

Candidate Attributes

• Customer-focused communication and a patient, professional approach to supporting users.
• Structured troubleshooting skills and the ability to explain technical issues clearly to non-technical users.
• Ability to manage varied priorities and follow documented support and escalation processes.
• Strong ownership of ticket quality, resolution, documentation, and timely escalation.
• Effective collaboration with other support and technical teams.
• Willingness to work on site and provide rota/on-call support where required.

Education and Experience

• Diploma or bachelor’s degree in Information Technology, Computer Science, or a related discipline.
• 2+ years of experience in technical support, service desk, or desktop support.
• CompTIA A+, Network+, Microsoft, ITIL Foundation, or comparable certifications are preferred.
• Fluency in English is mandatory; Arabic is desirable.