Cabin Services - Qatar Airways

About the role

As a Systems Maintenance Officer you will be responsible in delivering exceptional customer service and technical support for handheld 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 endtoend 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 SLAs and work towards task completion resolve end user concerns by providing stepbystep 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 departments IT assets (i.e. mobilitybased 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 equipments 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 instock and inuse.

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. Youll 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 whats never been done before.

Together everything is possible

• Bachelors Degree with minimum 3 years of jobrelated experience required or High School Qualification / Vocational Qualification /Diploma or Equivalent with minimum 4 years of jobrelated experience.
• IT IL certification or an IT Support Professional Certification in device management will be preferred.

• 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 nontechnical users.
• Strong problemsolving 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