The Role
Resolves complex Tier 2 IT issues, performs root-cause analysis, leads technical remediation during major incidents, and coordinates vendor escalations. Supports Tier 1 troubleshooting, installations, and maintenance while ensuring SLA compliance. Provides mentoring, validates resolutions, maintains technical documentation, prepares incident and performance reports, contributes to operational dashboards, and recommends technical improvements and risk controls.
Summary Generated by Built In
Technical Support Specialist – Tier 2
Key Responsibilities
RequirementsRequirements
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.
RequirementsRequirements
- 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.
- 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.
- Good leadership, mentoring, communication, and customer-service abilities.
- ITIL Foundation, CompTIA, Microsoft, Apple, or equivalent technical certification is preferred.
Interested candidates can send cv to 31313903/ [email protected]
Skills Required
- 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
- 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
- Good leadership, mentoring, communication, and customer-service abilities
- ITIL Foundation, CompTIA, Microsoft, Apple, or equivalent technical certification
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The Company
What We Do
Madre Integrated Engineering is a multinational triangular employment and outsourcing corporation headquartered in Qatar, specializing in providing global talent for projects and offering facility management solutions.
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