IT Engineer

Role Overview

We are looking for an IT Engineer to deliver advanced technical support, keep hardware and software running efficiently, improve overall system performance, and help protect company data. This position requires at least 3 years of experience in IT service support and includes advising on technology upgrades, resolving issues proactively, and contributing to network design and implementation.

Key Responsibilities

• Handle Tier 1 and Tier 2 support requests through phone, portal, and remote support tools while keeping first response time under 10 minutes on average and meeting 90% SLA compliance.
• Investigate recurring problems, carry out root-cause analysis, document solutions in knowledge base articles, and escalate complex matters to management when needed.
• Install, adjust, and carry out minor repairs for computer hardware and software systems.
• Track performance across hardware, software, and systems to ensure everything operates at an optimal level.
• Apply software updates and upgrade hardware and system components whenever required.
• Support the planning and deployment of network solutions while maintaining compatibility and performance standards.
• Assist with Wi-Fi and LAN setup, configuration, and troubleshooting.
• Manage endpoints, servers, and SaaS platforms, including Windows, macOS, Office 365/Google Workspace, and basic scripting tasks.
• Work with users to identify the right hardware and software solutions and help coordinate equipment purchases.
• Train employees on new tools and software, either face-to-face or through guided instructional methods, in coordination with the technical team.
• Check whether new programs work properly with existing systems to ensure smooth integration.
• Stay informed about emerging IT support tools and trends to recommend improvements and technology upgrades.

Requirements

• At least 3 years of experience in IT service support or a similar role.
• Solid knowledge of computer hardware, software environments, and IT service management practices.
• Hands-on experience with Jira Service Desk for ticket handling, along with familiarity with tools such as Notion, Slack, and Miro.
• Experience in updating software, replacing or upgrading hardware, and maintaining systems.
• Strong troubleshooting ability with a proven track record of resolving complex technical issues.
• Working knowledge of network design and deployment.
• ITIL, Network+, MCSA, and CCNA certifications are considered an advantage.
• Good communication skills and the ability to coach and support users at all levels.
• Capability to work independently as well as collaboratively within a technical team.
• Well-developed organizational skills and a sharp eye for detail.

About the Company

Snoonu is Qatar’s locally built super app, bringing together fast delivery, ride-hailing, and shopping in one platform. The company is powered by technology, supported by a global team, and focused on making everyday life simpler.

Mission and Vision

The organization aims to become the first Qatari super app that drives regional progress through innovation and technology, with a long-term vision of expanding globally and consistently exceeding expectations.

Its mission is to reshape how people live by using technology to open up more possibilities and better experiences.

Perks and Work Environment

• Work with an international team in a global environment.
• Access learning support, courses, and tools to help you grow professionally.
• Enjoy autonomy and ownership over your work.
• Benefit from generous leave, wellness-focused policies, and flexible time off.
• Operate in an agile setup with Scrum-based collaboration across product and operations.

Culture and Values

• Stay customer-focused, with the belief that the customer should come first.
• Act with honesty, ethics, and trustworthiness.
• Bring curiosity and creativity to problem-solving and innovation.
• Lead by example and take ownership of your work.
• Work efficiently and aim to deliver strong results with smart methods.
• Value teamwork and collaboration.

Social Impact and Inclusion

The company is committed to sustainable business practices and community contribution through eco-conscious initiatives and CSR efforts. It also promotes fairness and inclusion as an equal opportunity workplace that welcomes applicants from diverse backgrounds.

Additional Information

The role is based in Lusail, Qatar, and is offered as a full-time remote position. The employer invites candidates who are ready to contribute to meaningful change and collaborate in a team where their voice matters.