Tier 2 IT Support Specialist — Incident & RCA Expert

Madre Integrated Engineering; Doha; On-site; QAR 67,000 - 123,000; Full time

Job summary

Madre Integrated Engineering is seeking a Technical Support Specialist - Tier 2 to resolve complex IT issues across end-user environments and drive incident management. The role includes leading remediation during major incidents, coordinating with vendors for diagnostics and upgrades, and providing mentoring to Tier 1 staff.

Responsibilities include maintaining documentation, ensuring SLA adherence, and contributing to dashboards and knowledge bases to improve service quality.

Qualifications

• Diploma or Bachelor’s degree in Information Technology, Computer Science, or related field.
• Experience in Tier 2 technical support, desktop support, system administration, or IT operations.
• Advanced troubleshooting across Windows, macOS, hardware, software, and end-user environments.
• Strong knowledge of networking, operating systems, IT peripherals, remote-support tools, and ticketing systems.
• Experience in incident management, problem management, root-cause analysis, and SLA-based service delivery.
• Ability to troubleshoot complex issues and coordinate resolutions with vendors.
• Strong documentation, reporting, analytical, and problem-solving skills.

Responsibilities

• Resolve complex technical issues and escalations across end-user IT environments.
• Perform root-cause analysis for recurring, critical, and high-impact incidents.
• Lead technical remediation during major incidents and service disruptions.
• Coordinate with vendors for diagnostics, repairs, replacements, and upgrades.
• Support Tier 1 activities when required, including troubleshooting, installations, and maintenance.
• Ensure incidents and service requests are resolved within SLAs.
• Provide technical guidance, mentoring, and support to Tier 1 personnel.
• Review Tier 1 troubleshooting, resolutions, and technical work.
• Maintain technical documentation, SOPs, troubleshooting guides, and knowledge-base articles.
• Prepare reports on incidents, trends, performance, and systemic risks.
• Contribute to operational dashboards covering service quality, backlog, and performance.
• Recommend improvements, standardization, and risk-control measures.

Skills

Advanced troubleshooting

Root-cause analysis

Incident management

Documentation

Problem solving

Education

Diploma or Bachelor's in IT or CS

Tools

Ticketing systems

Remote-support tools

Job description

Madre Integrated Engineering is seeking a Technical Support Specialist - Tier 2 to resolve complex IT issues across end-user environments and drive incident management. The role includes leading remediation during major incidents, coordinating with vendors for diagnostics and upgrades, and providing mentoring to Tier 1 staff.

Responsibilities include maintaining documentation, ensuring SLA adherence, and contributing to dashboards and knowledge bases to improve service quality.