About the roleIn this role you will be part of 24x7 QR IT OCC team. You will be monitoring large computer networks, servers and applications for problems from a central location. You are expected to analyze problems, perform troubleshooting and incident response on the system, communicate with senior technicians/engineers and track incidents through to resolution. You are required to provide technical assistance and 1st level technical support for incoming queries and issues related to IT. You will be responsible for responding to queries over the phone and respond to emails. Staff has to have ability to determine the nature of the problem by looking at the monitoring alerts, run diagnostic programs wherever required to resolve incidents and then follow-up with internal IT team to ensure the issue has been resolved.ResponsibilitiesMonitor Systems - TS Engineer monitor the performance and capacity of computer systems using industry standard system monitoring tools. They look for hardware, software, and environmental alerts or malfunctions. When an issue is identified, TS Engineer work to determine the cause of the problem.Troubleshoot Problems - When a problem impacts the IT services, the TS Engineer works to triage or troubleshoot the problem, if possible. Follow standard operating procedures that have been handed over. This may include coordinating with third-party vendors, customer contacts, or other IT teams.Track all Issues - While responding to incidents, the TS Engineer must carefully track and document all issues and resolutions in detail. This increases the knowledge base of the QT IT OCC and is a record of the health of the system. QR IT OCC has a ticketing system that the TS Engineer is responsible for updating.Report Incidents - When problems are too large or complex for quick troubleshooting, TS Engineer must escalate the issue to management, other IT resources or 3rd party vendors for assistance in reaching a resolution. TS Engineer maintain ongoing communication within the team and externally, to keep all stakeholders aware of relevant, known issues and the steps being taken.About youHigh School Qualification / Vocational Qualification / Diploma or Equivalent (Type of Diploma Based on Role) / Bachelor's degree with Minimum 2-3 years of experience in technical support, preferably in an IT services industry.Should have knowledge of IT Infrastructure, Monitoring of Server and systems, databases, networks, cloud infrastructure along with troubleshooting skills.Must have customer facing experience with good English written and verbal skills.Must handle multiple tasks at one time and work successfully as part of a team, while being under pressure.Must work in varied hours / days based on business needs with a process-oriented approach to address issues in hand.Hands on experience in managing windows or Linux operating system servers would be an added advantage.Candidate should have good problem solving skills and should be flexible enough to work in 24x7 rotating shifts.Having IT industry certifications such as CCNA, MCSE & ITIL V3 Certification (Foundation course) will be an added advantage. Usage knowledge of HP (Microfocus) Service manager & HP (Microfocus) Monitoring Suite is an added value.Application GuidelinesEmployees must submit applications through internal vacancies portal (via GEMS) only.Please see below for all eligibility and requirements for internal applications and please note that any applications not meeting the criteria will not be processed.All internal candidates can only have three active applications at any point in time.All internal candidates must have completed a minimum 10 months in their current role in order to apply for a new role.All internal candidates with an active final warning letter will be automatically disqualified from the recruitment process.If you are a Deck Crew (Qatar Airways & Qatar Executive) candidate, you would require a NOC to apply for this role.#J-18808-Ljbffr