People Dynamics
Technical Support Agent
Company Name – People Dynamics
ITIL / Contact Centre | Qatar
Must be locally available in Qatar with a valid QID
Key Responsibilities
L2/L3 Support — Provide advanced technical support for enterprise Contact Centre systems
ITIL Processes — Manage incidents, problems, changes & service requests
Troubleshooting — Resolve IVR, ACD, CTI, SIP/VoIP, call routing & agent desktop issues
Root Cause Analysis — Perform RCA & drive continuous service improvements
System Maintenance — Execute upgrades, patches & configuration changes
Cross?Team Collaboration — Work with network, telecom, infrastructure & application teams
SLA/KPI Compliance — Ensure operational targets are met & documentation maintained
We’re Looking For
4–5 years enterprise Contact Centre support experience
Strong understanding of ITIL Incident, Problem, Change & Request Management
Experience with platforms: Cisco, Genesys, Avaya, NICE CXone, Amazon Connect, or similar
Knowledge of VoIP, SIP, IVR, ACD, CTI, call routing
Hands?on experience with ServiceNow, Remedy, Jira, or other ITSM tools
Excellent troubleshooting, analytical & stakeholder management skills
Email : melody.decastro@ppldynamics.com / WhatsApp: 3369 0050
To apply for this job email your details to melody.decastro@ppldynamics.com
