IT Technical Support Specialist – Tier 2
About this role
Technical Support Specialist – Tier 2 Key Responsibilities Resolve complex technical issues and escalations across end-user IT environments. Perform root-cause analysis for recurring, critical, and high-impact incidents. Lead technical remediation during major incidents and service disruptions. Coordinate with vendors for advanced diagnostics, repairs, replacements, and system upgrades. Support Tier 1 activities when required, including troubleshooting, installations, and maintenance. Ensure incidents and service requests are resolved within agreed SLAs. Provide technical guidance, mentoring, and support to Tier 1 personnel. Review and validate Tier 1 troubleshooting, resolutions, and technical work. Maintain technical documentation, SOPs, troubleshooting guides, and knowledge-base articles. Prepare summary and detailed reports on incidents, trends, performance, and systemic risks. Contribute to operational dashboards covering service quality, backlog, and performance. Recommend technical improvements, standardization initiatives, and risk-control measures. Requirements Requirements Diploma or bachelor’s degree in Information Technology, Computer Science, or a related field. Relevant experience in Tier 2 technical support, desktop support, system administration, or IT operations. Advanced troubleshooting experience across Windows, macOS, hardware, software, and end-user environments. Strong knowledge of networking, operating systems, IT peripherals, remote-support tools, and ticketing systems. Experience in incident management, problem management, root-cause analysis, and SLA-based service delivery. Ability to troubleshoot complex issues and coordinate technical resolutions with vendors. Strong documentation, reporting, analytical, and problem-solving skills. Good leadership, mentoring, communication, and customer-service abilities. ITIL Foundation, CompTIA, Microsoft, Apple, or equivalent technical certification is preferred. Interested candidates can send cv to 31313903/ bency@madre-me.com
Frequently Asked Questions
Is the salary disclosed for the IT Technical Support Specialist – Tier 2 position at madre-me?
The salary for this IT Technical Support Specialist – Tier 2 role at madre-me is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the IT Technical Support Specialist – Tier 2 position at madre-me located?
This IT Technical Support Specialist – Tier 2 role at madre-me is based in Doha, Ad Dawhah, Qatar. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the IT Technical Support Specialist – Tier 2 role at madre-me full-time or part-time?
This is listed as a Full time position. It is posted as a IT Technical Support Specialist – Tier 2 role at madre-me.
How do I apply for the IT Technical Support Specialist – Tier 2 position at madre-me?
Click the "Apply Now" button on this page. You will be redirected to madre-me's official application portal hosted on zohorecruit where you can submit your application directly.
When was the IT Technical Support Specialist – Tier 2 job at madre-me posted?
This IT Technical Support Specialist – Tier 2 position at madre-me was posted on Sep 19, 2026. Apply as soon as possible — early applications are often reviewed first.
IT Technical Support Specialist – Tier 2
madre-me
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