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 involved in IT Service desk functions by responding to 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 –

• Proven experience in mobile device support, procurement, inventory management, asset management and IT service desk/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 including nights 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 aircrafts. 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.

Qatar Airways was awarded Skytrax Airline of the Year an unprecedented 8 times - 2011, 2012, 2015, 2017, 2019, 2021, 2022 and 2024.

In 2024, Qatar Airways was awarded ‘Airline of the Year’, ‘World’s Best Business Class’, ‘World’s Best Business Airline Lounge’ and ‘Best Airline in the Middle East’.

Qatar Airways currently flies to nearly 170 destinations worldwide, connecting through its Doha hub, Hamad International Airport, the ‘World’s Best Airport’, as voted by voted by Skytrax in 2021, 2022, and 2024. In 2024, Hamad International Airport also received the ‘Best Airport in the Middle East’ accolade for 10 consecutive years, as well as ‘World’s Best Airport Shopping’ for the second year in a row.

How to apply

• Please see below for all eligibility and requirements for internal applications.
• Please note that any applications not meeting the criteria will not be processed.
• Employees must have completed a minimum 10 months in their current role to be eligible to apply for an internal move.
• All internal candidates with an active Final Warning Letter will be automatically disqualified from the recruitment process
• Employees can only have three active applications at any one time.
• Employees must submit applications through internal vacancies portal (via GEMS) only.
• If you are Cabin Crew or Deck Crew (Qatar Airways & Qatar Executive) candidate, you would require NOC to apply for this role.
• I-NOC is not required if this role reports to your current line manager within the same cost center. Please upload a single document stating this along with your CV.
• I-NOC is required if this role reports to a different line manager. Please upload a signed and approved I-NOC, valid only for the position stated in a single document along with your CV.
• If you are unable to upload your I-NOC, please contact your Admin or Talent Acquisition for assistance.