Software Support Service Engineer

Confidential Company

Posted 30+ days ago

Experience

5 - 8 Years

Job Location

Doha - Qatar

Education

Bachelor of Technology/Engineering

Nationality

Any Nationality

Gender

Any

Vacancy

1 Vacancy

Job Description

Roles & 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.

Desired Candidate Profile

  • Bachelor's degree in computer science, Engineering, or related field.

  • PROFICIENCY IN ENGLISH AND FRENCH IS MANDATORY (READ, WRITE AND SPEAK)

    • 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 are advantageous, 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.

Employment Type

    Full Time

Company Industry

  • Consulting
  • Management Consulting
  • Advisory Services

Department / Functional Area

  • IT Software

Keywords

  • Software Service Support Engineer
  • Software
  • Service Support Engineer

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Confidential Company

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