Technology Services Engineer

5 days ago

Doha, Qatar Qatar Airways Full time

**About the role**:
Key accountabilities include:

- Ensure that all calls are responded efficiently in a timely manner.
- Ensure accurate classification and assignment of incidents and service requests so that the service recovery / fulfilment time is minimized.
- Review Incident tickets, Service Requests queues and ensure that tickets pending in queues are appropriately actioned.
- Maximize first call resolution through the use of Knowledge Base and remote control tools.
- Ensure IT Process and Procedures are followed as per ITIL standards for HIA - IT Services and Support across all platforms
- Remote troubleshooting of End User Computing (desktop, laptops, printers, scanners, LAN and Wi-Fi connectivity) and special airport systems
- Create and update Knowledge Base documents for supported systems
- Generate operational reports for IT and business units
- Assist lead engineers in resolving major incidents.
- Maintains high level of customer satisfaction by evaluating and regularly examining the standard of services provided by the team.

**Qualifications**:
**About you**:

- Graduate in Computer Science / Engineering or equivalent
- CCNA, MCSE & ITIL V3 Certification (Foundation course).
- Knowledge of remote control tools e.g. Skype for Business
- Experience in use of IT Service Manager tool
- 3 years previous experience in IT call center
- Good communication and organization skills

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