TS Systems Engineer – Outstation Customer Support

Job Description

About Your Job

In this role you will be part of Outstation Customer Support Team providing effective and efficient IT service support to Business user of Qatar Airways Group outside Qatar. You will be the primary point of contact for troubleshooting technical issues and install OS & applications while responding within defined service level agreements. You will be responsible for handling queries over phone and emails for Business customers seeking help related to IT systems. You will ensure that all request and Incidents are responded efficiently in timely manner. You have to ensure internal Process are strictly followed. You should have hands on experience in troubleshooting Network connectivity, laptops, desktops, printers & scanners with extensive efficiency in mail management and respond to user queries & notifications.

Your focus in this role would be enhancing End-User experience and to ensure the System rollout, Project tasks, ITSRs and Incidents are completed within agreed SLOs.

Key Responsibilities Include

• Primary point of contact during regional business hours to support & quickly resolve issues reported.
• Register all incoming Incident/Request in Service Manager Tool and take end to end ownership to track the progress till timely closure.
• Installing/Troubleshooting of Operating Systems, Anti-virus software, MS Office suites and all QR business applications.
• Good understanding of Desktops, Laptops, Tablets Mobile devices and latest tech gadgets and features.
• Coordinate with multiple IT vendors, SITA, Telecom and ISP providers to fix the incidents on-time.
• Provide 2nd level support for Airline Reservation and passenger check-in applications.
• Create and maintain reports as per request from team management.
• Research, diagnose, troubleshoot and identify solutions to resolve system issues quickly and efficiently.
• Adhere to standard process & procedures with timely escalation of unresolved issues to the appropriate internal teams or vendors.
• Good practice of time management, Prioritization of task and calls with multitasking.
• Review company’s IT service portal system and respond to service requests (ITSRs) raised by internal stakeholders.
• The job demands the holder to be round the clock on-call support to ensure 24×7 smooth operations of IT systems.

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

About You

To succeed in this role, you should have excellent time management and communication skills, as you will collaborate with Senior Manager and internal teams to deliver results on deadlines.

You must hold a Bachelor’s Degree/Diploma in Computer Sciences or equivalent stream with minimum 5 years of relevant experience in technical support in a large organization with diverse work environment. IT industry certifications such as CCNA, MCSE & ITIL V3 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