Technical Support Engineer

Employment; Doha; On-site; QAR 60,000 - 120,000; Full time

Job summary

Employment is seeking a customer-focused Technical Support Engineer for its IT Service Centre. The role provides first and second level IT support to internal users and external partners, ensuring timely resolution and an exceptional customer experience.

It operates in a 24/7 shift environment and requires strong troubleshooting and service management skills. The successful candidate will diagnose and resolve hardware, software, network, and access issues, escalate complex incidents, and

Qualifications

• Bachelor's/Diploma in IT/CS/CE or related field.
• 2-5 years in IT Service Desk, Helpdesk, Desktop Support, or Technical Support roles.
• Experience with Windows OS, Microsoft 365, end-user computing environments.

Responsibilities

• Serve as first point of contact for IT incidents via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve hardware, software, network, and access issues.

Skills

IT support

Windows support

Microsoft 365

End-user computing

Troubleshooting

Communication skills

24/7 support environment

Education

Bachelor's/Diploma in IT/CS/CE

Tools

ServiceNow

Jira Service Management

Job description

Education Bachelor of Technology/Engineering(Computers)

Category Information Technology

Job Description

Technical Support Engineer (IT Service Centre)

Job Summary

We are seeking a customer-focused Technical Support Engineer to join our IT Service Centre team. The successful candidate will provide First and Second Level IT support to internal users and external partners, ensuring timely resolution of technical issues and delivering an exceptional customer experience. This role operates in a 24/7 shift environment and requires strong troubleshooting, communication, and service management skills.

Key Responsibilities

• Serve as the first point of contact for IT-related incidents and service requests via phone, email, and ticketing systems.
• Diagnose, troubleshoot, and resolve hardware, software, network, and user access issues.
• Escalate complex incidents to specialized support teams while ensuring proper follow-up and communication.
• Provide remote and on-site technical support to internal users and external partners.
• Record, track, and update incidents and service requests within the IT Service Management (ITSM) system.
• Adhere to established Standard Operating Procedures (SOPs), security policies, and service management processes.
• Ensure compliance with Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Maintain and contribute to the knowledge base by documenting solutions, procedures, and troubleshooting guides.
• Collaborate with application support, infrastructure, and service teams to resolve technical issues effectively.
• Prepare accurate shift handover reports and incident summaries.
• Monitor recurring issues, identify trends, and recommend service improvements.
• Deliver exceptional customer service through professional communication, active listening, and problem-solving.
• Participate in shift rotations and provide overtime support when required.

Required Qualifications

• Bachelor's Degree or Diploma in Information Technology, Computer Science, Computer Engineering, or a related field.
• 2-5 years of experience in IT Service Desk, Helpdesk, Desktop Support, or Technical Support roles.
• Experience supporting Windows operating systems, Microsoft 365, and end-user computing environments.
• Familiarity with ITSM tools such as ServiceNow, Jira Service Management, or similar ticketing platforms.
• Basic understanding of networking concepts, Active Directory, and user account administration.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to work effectively in a fast-paced 24/7 support environment.

Preferred Skills

• Experience in L1/L2 technical support environments.
• Knowledge of ITIL service management practices.
• Experience with remote support tools and endpoint management solutions.
• Exposure to cybersecurity and IT compliance requirements.
• Strong customer service mindset with a focus on user satisfaction.