TS Engineer

Qatar Airways; Doha; On-site; QAR 60,000 - 100,000; Full time

Job summary

Qatar Airways is seeking a First and Second Level Support Engineer for our IT Service Centre in Doha. The role requires rotating shifts to provide 24/7 support and delivering 5-star service to internal users and external partners.

You will diagnose issues, follow SOPs, and escalate complex problems when needed. The ideal candidate has at least 2 years of technical support experience, a degree in computer science or related field, and relevant certifications.

Qualifications

• Bachelor’s degree or diploma in computer science or related field with at least 2 years of technical support experience.
• Experience in IT services environments and diverse operations.
• Industry certifications such as CCNA, MCSE and ITIL Foundation are a strong asset.

Responsibilities

• Respond to user inquiries via phone, email, or ticketing system.
• Diagnose and resolve basic hardware, software, and network issues.
• Escalate complex problems to second-level support when necessary.
• Maintain records of issues and solutions in the service management system.
• Provide remote and on-site assistance to internal users and external partners.
• Follow SOPs to ensure consistent and high-quality service delivery.
• Comply with security guidelines and policies at all times.
• Coordinate with application and service teams for escalations and complex problem-solving.
• Prepare and submit accurate shift reports detailing activities and incidents.
• Ensure adherence to OLAs and SLAs.

Skills

Customer-facing

English fluency

Interpersonal skills

Team collaboration

Overtime readiness

Education

Bachelor's or Diploma in CS

Tools

CCNA

MCSE

ITIL Foundation

Job description

General Information

Ref # 228929

Location: Qatar-Doha

Job family: Corporate & Commercial

Closing Date: 2026-09-17

Description

About Role

As a First and Second Level Support Engineer at our IT Service Centre, you will be the first point of contact for all IT-related queries. This role requires working in rotational shifts to ensure 24/7 support coverage. You will deliver 5-star service to our internal users, ensuring their IT needs are met promptly and professionally, while also providing assistance to our external partners. Your focus will be on delivering exceptional customer experience, resolving issues efficiently, and escalating complex problems when necessary.

Responsibilities

• Respond to user inquiries via phone, email, or ticketing system.
• Diagnose and resolve basic hardware, software, and network issues.
• Escalate complex problems to second-level support when necessary.
• Maintain accurate records of issues and solutions in the service management system.
• Provide guidance and support for standard IT processes and tools.
• Follow established SOPs to ensure consistent and high-quality service delivery.
• Comply with security guidelines and policies at all times.
• Provide remote and on-site assistance to internal users and external partners.
• Utilize and contribute to the knowledge base for efficient issue resolution.
• Coordinate with application and service teams for escalations and complex problem-solving.
• Prepare and submit accurate shift reports detailing activities and incidents.
• Ensure adherence to Operational Level Agreements (OLA) and Service Level Agreements (SLA).
• Demonstrate strong listening skills and patience when handling user concerns.
• Review and analyze common complaints to identify trends and suggest improvements.
• Maintain readiness to work overtime when required for operational needs.
• Deliver exceptional customer service with a focus on professionalism and empathy.

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before. Together, everything is possible

Qualification

To excel in this role, you should have proven customer-facing experience, showcasing a friendly demeanor and a helpful attitude. The ability to work in a fast-paced environment, manage multiple tasks effectively, and maintain composure under pressure is essential.

• Strong English communication skills, both written and verbal, are required, while fluency in Arabic will be considered a valuable advantage.
• You must demonstrate excellent interpersonal skills, adaptability, and the ability to collaborate seamlessly with team members in all situations.
• This position requires flexibility to work in rotational shifts (including varying hours and days) and maintain readiness to work overtime when operational needs arise.
• A Bachelor’s Degree or Diploma in Computer Science or a related field is mandatory, along with a minimum of 2 years of relevant technical support experience, preferably within an IT services environment and diverse operations.
• Industry certifications such as CCNA, MCSE, and ITIL Foundation will be considered a strong asset.

About Qatar Airways Group

Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries and be part of a truly global community.