Tier 2 Service Help Desk

About the role

Madre Integrated Engineering is hiring a Tier 2 Service Help Desk professional in Doha on a long-term project. The role handles complex and escalated incidents and service requests coming from Tier 1, with coordination across internal IT teams, technical support teams and vendors.

Key responsibilities

• Handle complex and escalated incidents and service requests from Tier 1.
• Perform advanced troubleshooting, root-cause analysis and identify workarounds or permanent solutions.
• Coordinate with internal IT teams, technical support teams and vendors on high-impact issues.
• Validate escalated tickets and ensure accurate documentation before closure.
• Provide technical guidance, coaching and knowledge transfer to Tier 1 teams.
• Maintain knowledge-base articles, known errors and resolution procedures.
• Monitor incident trends, SLA performance, backlog and recurring issues.
• Take part in problem management, major incident reviews and continuous service improvement.

Required profile

• 5-10 years of experience in Service Desk, IT Support or a related technical support role.
• Strong experience in incident, escalation and service request management.
• Experience coordinating with multiple IT teams and external vendors.
• Ability to prepare incident reports, service reports and performance summaries.
• Experience mentoring or supporting Tier 1 Service Desk teams is preferred.

Required skills

• Good knowledge of ITIL processes, SLA management and ticketing systems.
• Strong troubleshooting and root-cause analysis skills.
• Strong communication, problem-solving and customer-service skills.