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TS Engineer | Qatar Airways Needed

Posted: 08-11-2019
Place: Doha
In this role you will be part of 24x7 IT Helpdesk team working in shifts providing 1st level support for incoming queries and issues related to IT Systems. You will be responsible for handling queries over phone and respond to emails for end users seeking help related to IT systems across Qatar Airways Group. Engineer has to determine the nature of problem, run diagnostic programs to resolve problems remotely and then follow- up with end users to ensure the issue has been resolved. You will ensure that all request and Incidents are responded efficiently in timely manner. You have to ensure Process are followed as per ITIL standards. You should have hands on experience in troubleshooting laptops, desktops, printers & scanners with extensive efficiency in mail management and respond to user queries & notifications.


Key Responsibilities Include:

Serve as a first point of contact to end users queries via Email and Phone

Record each incoming Incident/Request in Service Manager tool (Service Now, HP Service Manager etc..)

Provide accurate information on IT products and services with highest level of customer service

Remotely provide technical assistance to user queries and problems

Remotely accessing hardware/software for user to make changes and fix problems, along with the ability to properly document and share knowledge across teams.

Direct unresolved issues to the next level of support team personnel

Following up with end user’s status and Information

Prepare and Share Service reports

Review and analyze common complaints and problems to identify permanent fix

Exercise patience and professionalism during stressful situations.

Achieve SLAs for first- call resolution on incidents and service requests.

Qualification and Skills required:

To be successful in this role you must have customer facing experience with friendly presence and helpful attitude. Excellent English written and oral skills, Arabic language would be an added advantage. Excellent interpersonal skill, multi- tasking and work in collaboration with other team members under any circumstance. You must work in shifts hours / days based on business needs with process oriented approach to address issues and user problems.

You must hold a Bachelor's Degree/Diploma in Computer Sciences or equivalent stream with 0- 2 years of relevant experience in technical support, preferably in an IT services industry and diverse work environment. IT industry certifications such as CCNA, MCSE & ITIL V3 Certification (Foundation course) will be an added advantage

Note: you will be required to attach the following:

1. Resume / CV

2. Copy of Passport

3. Copy of Highest Educational Certificate


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