Technical Support Engineer

2 weeks ago

Doha, Qatar People Dynamics Full time

Position : Technical Support Engineer

Contract : 6 months renewable contract outsourced through People Dynamics

Local hiring only

Job Summary : The role will be part of corporate support team working in shifts providing first level and second level service support related to IT Systems for Employees based in Qatar. He/she responsible for end user equipment installation, maintenance, pro-active monitoring, troubleshooting on all systems and support of various functions related to IT systems across the Group. TS Engineer has to identify the nature of problem, run diagnostic tools to resolve problems and then follow-up with end users to ensure the issue has been resolved.

Key Responsibilities Include:

- Ensure all incidents/tickets related to IT systems are responded efficiently in timely manner.
- Ensure that standard operating procedures are followed as per established ITIL processes.
- Provide accurate information on IT products and services with highest level of end user satisfaction
- Remotely provide technical assistance to user queries and problems
- Escalate unresolved issues to the next level of support team
- Ability to document the solution properly and share the knowledge across the teams
- Following up with end user's and Service teams uni tickets are resolved
- Prepare and share ticket status reports
- Review and analyze common complaints and problems to identify permanent fix
- Achieve SLAs for resolution on incidents and service requests
- Exercise patience and professionalism during stressful situations

Qualifications:

- To be successful in this role you must have customer facing experience with friendly presence and helpful attitude.
- Excellent English written and oral skills, Bilingual ability would be an added advantage.
- Excellent interpersonal skills, multitasking 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.
- Must hold a Bachelor's Degree/Diploma in Computer Sciences or equivalent stream with minimum 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 Certification (Foundation course) will be an added advantage

**Job Types**: Full-time, Contract

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