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Language : English Job title : QR19305 - TS Engineer l Qatar airways l Doha
Company details : Qatar Airways
Country: Qatar
City: Doha, Qatar
Responsibilities: 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.  
Required skills: 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.   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     Notes: 1. Resume / CV 2. Copy of Highest Educational Certificate
QR19305 - TS Engineer l Qatar airways l Doha ,
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QR19305 - TS Engineer l Qatar airways l Doha ,
problems queries user remotely users highest technical advantage added share request respond incoming across shifts
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Job title

QR19305 - TS Engineer l Qatar airways l Doha


Job language

English


Job details
Employment type: Not Specified

Salary range: Not Specified

Country: Qatar

City: Doha

Responsibilities:
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.

 

Required skills:
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.

 

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

 

 

Notes:

1. Resume / CV
2. Copy of Highest Educational Certificate


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Qatar Airways
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Qatar Airways Not Specified
Address: Country:
P.O.Box 22550 Doha, Qatar, Qatar
Telephone Fax:
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Web page: Email address:
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Introduction
About Qatar Airways
As the Middle East’s only 5-star airline and one of the world’s fastest growing carriers, Qatar Airways is dedicated to excellence in safety and customer service in the air and on the ground. We apply this same philosophy to our people, providing diverse career opportunities and continual development.
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