Senior Technical Support Technician

About the role

The Senior TS Technician provides onsite technical support, maintenance, and administration of end‑user computing devices and IT infrastructure across Qatar Airways offices and remote sites. The role ensures that desktops, laptops, mobile devices and peripherals operate securely and efficiently while delivering high‑quality customer service.

Key responsibilities

• Install, configure, maintain and support end‑user hardware and software systems.
• Perform operating system installations, upgrades, imaging and recovery activities.
• Deploy and support enterprise applications and endpoint security solutions.
• Provide second‑level (L2) support and escalation assistance to Service Desk and regional teams.
• Deliver, install, move and replace devices and peripherals across all locations.
• Follow ITIL processes for incident, request, asset and change management.
• Coordinate warranty repairs and hardware replacements with external vendors.
• Maintain accurate records of incidents, service requests, assets and technical documentation.
• Support Mobile Device Management platforms and ensure endpoint compliance.

Required profile

• Strong knowledge of Microsoft Windows (10/11), iOS and macOS operating systems.
• Experience with OS deployment, imaging and application rollout.
• Familiarity with Mobile Device Management solutions such as Microsoft Intune or Workspace ONE.
• Understanding of Active Directory, Azure AD (Entra ID) and Group Policy.
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Experience using ITSM tools like ServiceNow or BMC Remedy.
• Analytical troubleshooting skills and ability to work within agreed SLAs.

Required skills

• Windows 10/11
• iOS
• macOS
• Operating system deployment and imaging
• Application deployment
• Microsoft Intune
• Workspace ONE
• Active Directory
• Azure Active Directory (Entra ID)
• Group Policy
• TCP/IP
• DNS
• DHCP
• VPN
• Wi‑Fi
• ServiceNow
• BMC Remedy
• Endpoint security tools