TS Engineer

About the 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 internal users, ensuring their IT needs are met promptly and professionally, while also assisting external partners.

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.
• 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 on escalations and complex problem-solving.
• Prepare accurate shift reports detailing activities and incidents.
• Ensure adherence to Operational Level Agreements and Service Level Agreements.
• Demonstrate strong listening skills and patience when handling user concerns.
• Review common complaints to identify trends and suggest improvements.
• Maintain readiness to work overtime when required for operational needs.
• Deliver exceptional customer service with professionalism and empathy.

Qualifications, Knowledge, Skills and Experience

• Proven customer-facing experience with a friendly and helpful attitude.
• Ability to work in a fast-paced environment, manage multiple tasks, and remain composed under pressure.
• Strong written and verbal English communication skills; Arabic fluency is an advantage.
• Excellent interpersonal skills, adaptability, and teamwork.
• Flexibility to work rotational shifts and overtime when required.
• Bachelor’s Degree or Diploma in Computer Science or a related field.
• Minimum of 2 years of relevant technical support experience, preferably in an IT services environment and diverse operations.
• CCNA, MCSE, or ITIL Foundation certifications are an asset.

About Qatar Airways Group

Qatar Airways Group operates across 12 businesses and offers opportunities to contribute to an international community focused on growth, innovation, and excellence.

How to Apply

Apply by uploading your CV and completing the application form.