Customer Service Technician

The Customer Service Technician serves as a critical first point of contact for emergencies and urgent service requests at Al Udeid Air Base. This role is responsible for receiving, documenting, prioritizing, and dispatching emergency calls related to life safety, security, medical, fire, and infrastructure incidents. The technician ensures accurate communication, rapid response coordination, and high-quality customer service in a high-tempo, mission-critical environment.

ESSENTIAL JOB FUNCTIONS

• Receive and manage emergency and priority service calls via phone, radio, and electronic systems
• Accurately document incident details, assess urgency, and initiate appropriate response actions
• Dispatch and coordinate with emergency responders, technicians, and base support services
• Maintain clear, calm, and professional communication during high-stress situations
• Monitor ongoing incidents and provide status updates to supervisors and stakeholders
• Follow established emergency response procedures, protocols, and escalation paths
• Enter, track, and update incidents in computerized maintenance or emergency management systems
• Ensure compliance with base regulations, safety standards, and customer service expectations
• Support after-action reporting and incident documentation as required
• Work rotating shifts, including nights, weekends, and holidays, as mission needs dictate

EDUCATION & EXPERIENCE

• High school diploma or equivalent required
• Prior experience in customer service, call center operations, dispatch, or emergency services preferred
• Strong verbal communication and active listening skills
• Ability to remain calm, focused, and accurate under pressure
• Basic computer proficiency and experience with ticketing or dispatch systems
• Ability to follow strict procedures and maintain confidentiality

ADDITIONAL REQUIREMENTS

• Must possess a valid U.S. Driver’s License
• Possess a valid U.S. Passport (preferred)
• Must be able to meet all current USCENTCOM Deployment Policy Requirements, as outlined in the USCENTCOM APR 23 MOD EIGHTEEN TO USCENTCOM INDIVIDUAL AND INDIVIDUAL-UNIT DEPLOYMENT POLICY
• Able to obtain and maintain a valid Residency Visa for Qatar
• Must be able to work in extreme environmental conditions including dust and high temperatures.
• Must be able to endure long hours, exposure to weather and hazardous conditions.

TRAVEL

100%, in deployed location.

SECURITY CLEARANCE

• Must have and maintain a DoD Secret Clearance

Intrepid Acquisition Holdings, LLC Intrepid Acquisition Holdings, LLC. (IAH), is a leading provider of global-scale logistics, facilities management, and advanced professional and technical services.

IAH provides a broad spectrum of services and solutions to U.S. and international government agencies, and organizations.

As a world-class leader in providing seasoned program management, IAH leverages and integrates its capabilities to provide safe, innovative, and reliable solutions to meet customers' diverse and complex challenges.

Intrepid Acquisition Holdings, LLC. ("IAH" and/or "Company") and its affiliates, including but not limited to IAP World Services, Inc., Readiness Management Support L.C., JPATS Logistics Services, LLC., and subsidiaries is an EOE, including disability/vets.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

At Intrepid Global Solutions, we lead the way in mission-critical support where others can not or will not.

With over 65 years of expertise supporting defense and national security missions, Intrepid Global Solutions excels in contingency operations, air traffic management, logistics, facilities management, information technology, and engineering services.

Operating across 110+ locations in 27 countries, we are renowned for navigating the most challenging environments.

Certified in ISO and NIST standards, we provide reliable, mission-critical solutions to both U.S. and international government agencies, ensuring success in every global mission.

Unrivaled Commitment. Global Solutions.