About the role
As a Systems Maintenance Officer, you will be responsible in delivering exceptional customer service and technical support for hand-held devices by providing specialised technical support to end users towards configuration, diagnosis and upgrading of company provided application and services, on mobile devices to ensure optimal device performance/uptime.
You will provide technical assistance to device users towards end-to-end management of device issuance and receival process.
You will be required to respond technical inquiries and issues via various communication channels while delivering accurate and timely assistance.
You will also be involved in diagnosing and trouble shooting hardware/software issues of devices (iPhones, iPads and various accessories), possess product/services knowledge to guide end users towards providing solutions to their queries.
You will respond to end users within agreed time limits to device repair SLA’s and work towards task completion, resolve end user concerns by providing step-by-step instructions, troubleshooting tips, or coordinating repairs and replacements to ensure user satisfaction by actively addressing their needs/concerns.
You will also be responsible in documenting user interactions, technical issues, resolutions in internal systems as well as in providing detailed reports/ feedback to Operations systems specialists relevant teams for continuous products/process improvements.
You will be involved in educating end users about the features, functionality, and best practices of usage of applications, empower users to utilize their devices by providing suggestions, training and recommendations.
You will be responsible in maintaining and protecting the department’s IT assets (i.e., mobility-based devices and its accessories) throughout from acquisition through final disposal, including collecting and maintaining required documentation / cycling repairs and replacement, configuring, applying restrictions on devices either manually or via an MDM (Mobile Device Management) environment.
You will be required install, maintain, and coordinate the repair of mobile device equipment’s, contacting outside service vendors, evaluate and perform hardware and software upgrades, perform device assignments within an MDM environment and eSim assignment per device as well as maintain an inventory of all mobile device hardware and related accessories in-stock and in-use.
You will collaborate with team members, specialists and other departments to ensure seamless customer experiences. ensure data accuracy and reliability on device transactions recorded in IT systems to ensure accurate reports to management.
You will be required to maintain communication with several stakeholders and perform other department duties related to the position as directed by the Head of Department.

Be part of an extraordinary story
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.
Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.
Together, everything is possible

Qualifications
About you
A successful candidate will have-
Bachelor’s Degree with minimum 3 years of job-related experience required or High School Qualification / Vocational Qualification /Diploma or Equivalent with minimum 4 years of job-related experience.
IT IL certification or an IT Support Professional Certification in device management will be preferred.
It is essential to have –
Experience in mobile device support, Procurement and inventory management IT systems support.
Experience in customer service or technical support role, preferably within the technology industry, device management, issuance and receival process.
Ability to explain technical concepts clearly and concisely to non-technical users.
Strong problem-solving and analytical skills, with the ability to think critically and adapt to changing situations.
Familiar with troubleshooting methodologies and remote support tools.
Ability to multitask and manage time effectively while maintaining attention to detail.
Ability to work under pressure in a dynamic and fast paced environment. Ability to meet required deadlines, result oriented.
Flexibility to work on shifts to support 24/7 operations.
Excellent command of English language & Business communication
Proficient in MS Office Applications

About Qatar Airways Group
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.
So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

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