Sr. Technical Support Specialist

Madre Integrated Engineering Full time Job Title: Senior Technical Support Specialist Department: Information Technology Employment Type: Full-time Job Summary: The Senior Technical Support Specialist will provide advanced technical assistance and serve as a key escalation point for complex IT issues across Qatar. This role involves overseeing technical support activities, ensuring efficient resolution of incidents, guiding junior staff, and supporting IT infrastructure initiatives. The ideal candidate should possess strong technical expertise, leadership ability, and a commitment to delivering high quality IT services in a dynamic cultural environment. Key Responsibilities Serve as the primary escalation point for complex hardware, software, and network issues. Lead and mentor Technical Support Specialists, providing guidance and support where needed. Troubleshoot and resolve advanced technical problems related to workstations, operating systems, applications, and network connectivity. Support and maintain IT infrastructure, including servers, network devices, and system configurations as assigned. Manage and prioritize support tickets, ensuring timely and accurate resolution in line with IT service standards. Plan and assist with system upgrades, deployments, and rollouts across museum locations. Maintain detailed documentation, including troubleshooting procedures, configurations, and technical guides. Coordinate with other IT teams to ensure seamless operation of systems and services. Provide user training and best practice guidance to enhance IT awareness and efficiency. Ensure all work adheres to IT security policies, standards, and operational processes. Participate in IT projects, contributing technical expertise to improve system performance and reliability. Qualifications & Experience Bachelor's degree in Information Technology, Computer Science, or related field. 5-7 years of experience in technical support roles, with at least 2 years in a senior or advanced technical capacity. Strong expertise in operating systems (Windows), hardware diagnostics, software troubleshooting, and networking fundamentals. Experience with server environments, Active Directory, and system administration is highly preferred. Proficiency with ticketing systems, remote support tools, and ITIL based service management processes. Excellent analytical, problem solving, and decision making skills. Strong communication, leadership, and customer service capabilities. Ability to work independently and collaboratively in a fast paced, multicultural environment. Experience in the museum, cultural, or government sector is an advantage.