In this role you will be part of IT Field support team working in shifts providing first level and second level service support related to IT Systems for QR Business Users based in Ahmedabad. 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 Qatar Airways Group. TS Engineer must identify the nature of problems, 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
• 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 user’s and Service teams until tickets are resolved
• Prepare and share ticket status reports
• Review and analyze common complaints and problems to identify permanent fix
• Achieve SLAs for resolution on incidents and service requests
• Exercise patience and professionalism during stressful situations

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

To be successful in this role you must have customer facing experience with friendly presence and helpful attitude. Excellent English written and oral skills. 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 Bachelors Degree/Diploma in Computer Sciences or equivalent stream with minimum 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 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.

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.

https://aa115.taleo.net/careersection/QAExternalCS/jobapply.ftl?langen&job225586