IT Remote Support Engineer

Job description / Role

About Commercial Bank of Qatar

Commercial Bank, founded in 1975 and headquartered in Doha, plays a vital role in Qatar's economic development by offering a range of personal, business, government, international, and investment services. We believe in empowering our employees, providing them with opportunities for growth and professional development.

By joining us, you'll be part of a workplace culture that fosters innovation, supports work-life balance, and encourages you to reach your full potential.

Join us in shaping the future of banking!

Job Summary

As an IT Remote Support Engineer, you will be the first point of contact for users, handling initial inquiries and providing 1st-level technical support. Your responsibilities include troubleshooting hardware and software issues, resolving OS, printer, scanner, IP phone, banking application, and LAN problems, and guiding users on the proper use of the ticketing system. You will work on assigned incidents and requests, delivering clear solutions and maintaining high customer service standards. This role requires strong technical expertise, effective communication skills, and the ability to support a wide range of technologies.

Key Accountabilities

As a member of the IT Service Desk Team, you will be responsible for:

• Dealing with incoming faults in a professional, courteous manner over the phone, via email, and on site.
• Taking ownership of faults and managing them in a logical and methodical manner.
• Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
• Conducting full and thorough diagnostics with end users to enable first point of contact fault resolution.
• Ensuring all faults are progressed and cleared within SLA, escalating to other internal and external teams as appropriate.
• Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
• Diagnosing and resolving problems to the customer's satisfaction.
• Maintaining and developing own knowledge and skills to assist with first-time fault resolution.
• Identifying and escalating repeat issues or service risks into service management teams.
• Sharing knowledge with team colleagues.
• Managing a number of scheduled tasks for customers, designed to ensure that the customers' systems remain operational.

Qualifications & Experience

Required Qualifications & Background:

• University degree in IT.
• Network support experience or background (CCNA equivalent).
• Windows OS and Microsoft applications support experience or background (MCP equivalent).
• Windows administration support experience (MCSA equivalent).
• Citrix support experience or background on Thin-Client implementation.
• SCCM administration or support experience is a must.
• Good communication skills and customer-oriented individual (BPO experience).
• ITIL certification.
• Team player, flexible on work shift timing schedule.
• English and Arabic fluently oral and written.

Required Experience:

• At least 3 years or above relevant IT related experience.

Why Commercial Bank

• Best performing bank in Qatar in The Banker's prestigious Top 1000 World Banks Rankings 2025.
• Best digital bank in the Middle East 2024 by World Finance and Best mobile banking app in the Middle East 2024 by Global Finance.
• An innovation-driven, digital-first environment where employees work with the latest tools and technologies to redefine banking.
• Opportunities for global partnerships and international exposure, connecting employees with global networks and perspectives.
• A focus on employee well-being and work-life balance, ensuring a healthy and supportive environment for all team members.
• Competitive compensation and benefits that ensure our employees are rewarded for their dedication and performance.
• A strong commitment to diversity, equity, and inclusion, fostering a culture that values every individual's unique perspective.

At Commercial Bank, we don't just offer careers, we shape futures by pioneering digital transformation in Qatar's banking sector, blending a digital-first approach to redefine banking through innovative solutions.

Disclaimer

We appreciate your interest in joining Commercial Bank of Qatar. Please note that only selected candidates will be contacted for further steps in the hiring process. This job posting is for informational purposes only, and Commercial Bank of Qatar reserves the right to modify, withdraw, or close it at any time without notice.