IT Technical Support Specialist – Tier 2
Job in
Doha, Baladīyat ad Dawḩah, Qatar
Listed on 2026-09-23
Listing for:
Madre Integrated Engineering
Full Time
position Listed on 2026-09-23
Job specializations:
-
IT/Tech
IT Support, Technical Support, Systems Administrator, HelpDesk/Support
Job Description & How to Apply Below
Job description
Technical Support Specialist - Tier 2
Key Responsibilities- Resolve complex technical issues and escalations across end-user IT environments.
- Perform root-cause analysis for recurring, critical, and high-impact incidents.
- Lead technical remediation during major incidents and service disruptions.
- Coordinate with vendors for advanced diagnostics, repairs, replacements, and system upgrades.
- Support Tier 1 activities when required, including troubleshooting, installations, and maintenance.
- Ensure incidents and service requests are resolved within agreed SLAs.
- Provide technical guidance, mentoring, and support to Tier 1 personnel.
- Review and validate Tier 1 troubleshooting, resolutions, and technical work.
- Maintain technical documentation, SOPs, troubleshooting guides, and knowledge-base articles.
- Prepare summary and detailed reports on incidents, trends, performance, and systemic risks.
- Contribute to operational dashboards covering service quality, backlog, and performance.
- Recommend technical improvements, standardization initiatives, and risk-control measures.
- Diploma or bachelors degree in Information Technology, Computer Science, or a related field.
- Relevant experience in Tier 2 technical support, desktop support, system administration, or IT operations.
- Advanced troubleshooting experience across Windows, macOS, hardware, software, and end-user environments.
- Strong knowledge of networking, operating systems, IT peripherals, remote-support tools, and ticketing systems.
- Experience in incident management, problem management, root-cause analysis, and SLA-based service delivery.
- Ability to troubleshoot complex issues and coordinate technical resolutions with vendors.
- Strong documentation, reporting, analytical, and problem-solving skills.
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