IT Technical Support Specialist – Tier 2

About the role

Madre Integrated Engineering is looking for a Tier 2 IT Technical Support Specialist in Doha. The role resolves complex technical issues and escalations across end-user IT environments, performs root-cause analysis and leads remediation during major incidents, while supporting Tier 1 activities and mentoring them.

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.
• Mentor Tier 1 personnel and review their 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.

Required profile

• Diploma or bachelor's degree in Information Technology, Computer Science or a related field.
• Relevant experience in Tier 2 technical support, desktop support, system administration or IT operations.
• 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.
• Good leadership, mentoring, communication and customer-service abilities.

Required skills

• Advanced troubleshooting across Windows, macOS, hardware, software and end-user environments.
• Networking, operating systems, IT peripherals, remote-support tools and ticketing systems.
• ITIL Foundation, CompTIA, Microsoft, Apple or equivalent technical certification preferred.

Candidates apply by sending their CV to the employer.