About the role
In this role, you will be a part of Outstation Customer Support Team providing professional, effective & efficient IT service support to business users of Qatar Airways group in Americas as region. You will be primary point of contact for business to troubleshoot technical issues, remote support to install OS & Qatar Airways applications within business agreed Service Level Agreements. You will be responsible for handling business requirements, queries over phone, emails, teams or other communication mode for customer seeking help related to IT systems.
You will also ensure the regional Service Requests, faults and Incidents are responded efficiently during regions business hours in timely manner strictly adhering internal process, policies & cyber security guidelines. Hands on experiences to troubleshoot WAN/LAN environments (Connectivity links, Internet, Routers, Modem & Switch etc) is mandatory along with concise skill set to identify & resolve issues related to laptops, desktops, printers, scanner and other End user devices.
To succeed in this role, you must have extensive efficiency in mail management & capability to user queries & notification. You should also have excellent time management and communication skills, as you will collaborate with different teams, senior management to deliver results within deadlines.
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
Regional shift timing - Afternoon 1400 2230 Doha time and to be available 24 x 7 Shift as to business requirement.
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 of resolution - to track (progress / resolution) 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, Telephone Systems and latest tech gadgets and features.
Proactively check & ensure regional infrastructure, End user devices are functional as to business need and are in-line with QR standards & cyber security requirement.
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 call
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. Youll 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 whats never been done before.
Together, everything is possible.
Qualifications
About You
High School Qualification/ Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 4 years of job-related experience OR Bachelor's Degree or Equivalent with Minimum 3 years of job-related experience
Experience in Server Hardware and Operating systems, Storage systems, Networks, Databases, Enterprise Management systems and End user devices and technologies
IT Infrastructure & Services
End user Equipment & Security
Airline Systems & Application
Service Support
Connectivity & Communication links
About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. Weve grown fast, broken records and set trends that others follow. We dont slow down by the fear of failure. Instead, we dare to achieve whats never been done before.
So whether youre 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.
How to apply
If youre ready to join a progressive team and have a challenging and rewarding career, then apply now by uploading your CV and completing our quick application form.
