Ts Engineer

5 days ago


Doha, Qatar Qatar Airways Full time

**About your job**:
Key Responsibilities Include:

- Record each incoming Incident/Request in Service Manager tool
- Provide accurate information on IT products and services with highest level of customer service
- Remotely provide technical assistance to user queries and problems
- Escalate unresolved issues to the next level of support team personnel
- Remotely accessing hardware/software for user to make changes and fix problems, along with the ability to properly document and share knowledge across teams
- Following up with end user’s and Application/Service teams until tickets are resolved
- Keep a check on Call abandonment rate at all times and ensure it is minimum
- Assist End User Services team for urgent requests after standard office working hours
- Prepare and share ticket status 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

**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

**Qualifications**:
**About You**:
To be successful in this role you must have customer facing experience with friendly presence and helpful attitude. Excellent English written and oral skills, Bi-lingual ability 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 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.

**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


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