Software Support Service Engineer

Responsibilities:

- Validate and manage incoming customer inquiries within response SLAs.

- Investigate and resolve incidents and defects, aiming for first-time resolution.

- Perform first-line remediation activities, such as user creation and password reset.

- Drive tickets to resolution within agreed SLAs.

- Create and update problem records and knowledge management articles in English.

- Support customers in monitoring technical operations and performance.

- Collaborate with other support tiers to resolve trouble tickets within SLAs.

- Escalate and re-prioritize tickets based on customer requests or possible SLA violations.

- Resolve tickets with final resolution statements in English.

- Coordinate with other support desks or application management teams.

- Act as the main interface between customers and internal organization.

- Administer application accounts, users, and security.

- Monitor application performance and optimize where possible.

- Diagnose and resolve application problems or escalate as needed.

- Update and patch applications, modules, and interfaces.

- Identify security issues and improve policies and measures.

- Handle incident, problem, configuration, and knowledge management processes.

Requirements:

- Bachelor's degree in Computer Science, Engineering, or related field.

- Expert knowledge of utility software applications.

- Strong communication skills to convey technical information to diverse audiences.

- Ability to work autonomously and collaboratively in a team.

- Knowledge and experience of ITIL principles.

- Excellent verbal and written communication skills.

- Experience with ticketing systems like ServiceNow, Maximo, Remedy, etc.

- Multilingual language skills with native proficiency in English and French.

- Technical skills to provide solutions for technical inquiries.

- Service-oriented mindset to ensure exceptional customer experience.

- Understanding of customer needs and ability to support solutions accordingly.

- Proactive attitude in addressing customer requirements.

Interested candidates can send their CV & CERTIFICATES to [email protected] | [email protected] | +974 7758 5252

(CVs without Passport copy & certificates shall not be considered)