Technical Support Engineers - Field Services

Job Description:

In this role you will be part of corporate support team working in shifts providing first level and second level service support related to IT Systems. You will be 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. 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.
• Offer on-site support to resolve user issues that cannot be addressed remotely.
• 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 users and Service teams until tickets are resolved.
• Prepare and share ticket status reports.
• Review and analyse 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 & Skills:

• Bachelor's degree in Information Technology or related fields with 5+ years of experience in desktop support.
• Effective communication and coordination skills.
• Must be locally available in Qatar with a valid QID
• Must be willing to join immediately without serving notice period