Software Support Service Engineer
شارك هذه الوظيفة
موقع الوظيفة:
الراتب شهرياً:
تاريخ النشر:
نُشرت قبل 2 ساعة
عدد الوظائف الشاغرة:
1 عدد الوظائف الشاغرة
ملخص الوظيفة
We are seeking a skilled and motivated Software Service Engineer to join our team in Doha Qatar. As a Tier 1 and Tier 2 support specialist you will be responsible for providing exceptional customer support for utility software applications. You will communicate complex technical information to both non-technical and technical audiences work autonomously and collaboratively in a team and apply ITIL principles. The ideal candidate should have excellent verbal and written communication skills experience with ticketing systems and technical expertise to solve problems. Multilingual language skills such as French and English are advantageous. A service-oriented mindset understanding of customer needs proactive attitude and ability to handle sensitive information with attention to detail are also essential. You will collaborate with other global locations to ensure the smooth operation of these applications.
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 incidents problems configuration and knowledge management processes.
Requirements
- Bachelors 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 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.
المجال
خدمات تقنية المعلومات واستشارات تكنولوجيا المعلومات
المهارات المطلوبة
- التنمية الدولية
- المحاسبة
- C#
- الإنجليزية كلغة ثانية
- Java
- Jboss
عن الشركة
Madre Integrated Engineering
601 موظف
Being an active member of the United Nations Global Compact since March 2013, Madre Integrated Engineering w.l.l supports the principles of the Global Compact with respect to human rights, labor, environment, and anti-corruption.
