Software Service Engineer

Job description:

Our client a leading global technology company is seeking skilled and dedicated Software Service Engineers (Tier 1 & Tier 2) to join their team in Doha, Qatar. This is an exciting opportunity to work with cutting-edge utility software applications and provide outstanding customer support. As a Software Service Engineer, you will play a key role in managing customer inquiries, resolving technical issues, and ensuring seamless application performance. If you’re passionate about technology, customer service, and working in a collaborative environment, we invite you to apply for this dynamic and impactful role.

Job Title: Software Service Engineer (Tier 1, Tier 2)
Location: Doha, Qatar

Job Summary:
We are seeking a skilled and motivated Software Service Engineer to join our team in Doha, Qatar, working at both our office and customer locations. In this role, you will provide exceptional customer support for utility software applications, managing both Tier 1 and Tier 2 technical inquiries. You will communicate complex technical information to both technical and non-technical audiences, work independently and collaboratively within a team, and apply ITIL principles. The ideal candidate will have strong problem-solving skills, experience with ticketing systems, and a service-oriented mindset. Multilingual language skills (e.g., French, Arabic) are a plus.

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 resets.
Drive tickets to resolution within agreed SLAs.
Create and update problem records and knowledge management articles in English.
Monitor technical operations and performance, supporting customers proactively.
Collaborate with higher-tier support teams to resolve tickets within SLAs.
Escalate and prioritize tickets based on customer requests or potential SLA violations.
Provide final resolution statements for tickets in English.
Act as the main point of contact between customers and the internal organization.
Administer application accounts, users, and security protocols.
Monitor application performance and optimize where possible.
Diagnose and resolve application problems or escalate as needed.
Conduct updates and patching of applications, modules, and interfaces.
Identify security issues and improve policies and measures.
Perform application health checks and execute recovery procedures when necessary.
Ensure application availability and reliability according to customer SLAs.
Handle incident, problem, configuration, and knowledge management processes.
Qualifications:

Bachelor’s degree in Computer Science, Engineering, or a related field.
Expert knowledge of utility software applications.
Strong communication skills to convey technical information to diverse audiences.
Ability to work autonomously as well as part of a team.
Familiarity with ITIL principles and best practices.
Excellent verbal and written communication skills in English.
Experience with ticketing systems (e.g., ServiceNow, Maximo, Remedy).
Multilingual skills, especially French and Arabic, are advantageous.
Technical skills for solving technical inquiries and issues.
Service-oriented mindset to deliver exceptional customer experience.
Proactive in addressing customer requirements and solving problems.
Ability to manage sensitive and confidential information with discretion.
High attention to detail, strong problem-solving skills, and a fast learner.
Additional Information:

Working hours: 10 hours per day, 5 working days per week (Sunday to Friday),
Location: Doha, Qatar.
If you’re passionate about customer service and have the required skills and experience, we’d love to hear from you! Join our dynamic team of Software Service Engineers and make a real impact. Apply today!

Please ensure to answer the pre-screening questions to be considered for this position.

THOSE WHO CAN JOIN IMMEDIATELY SHOULD APPLY. REGRETTABLY ONLY SHORTLISTED CANDIDATES WILL BE CONTACTED.

About Job Hub Global

At Job Hub Global, we believe that people are at the heart of every great organization. As a premier HR consultancy, we are passionate about helping businesses thrive by providing bespoke recruitment, staff outsourcing, workforce solutions, and HR management consultancy services that are tailored to meet your unique needs.

With a deep understanding of the evolving workplace, we are committed to connecting exceptional talent with exceptional companies. Our mission is to empower businesses with the right people, processes, and strategies to drive success. Whether you’re looking to build a high-performing team, streamline your workforce, or navigate the complexities of HR management, Job Hub Global is here to partner with you every step of the way.

Together, we’ll turn challenges into opportunities and dreams into achievements. Your success is our business
Job Types: Full-time, Temporary, Contract

Contract length: 6 months
Application Question(s):

Are you available to join immediately with a valid QID?
Do you accept the salary on offer?
Can you read, write and speak French?
Do you have experience providing Tier 1 and/or Tier 2 support for technical issues?
Are you familiar with ITIL principles and practices?
How many years of working experience do you have in a similar role?
Do you have experience using ticketing systems like ServiceNow, Maximo, or Remedy?

Tagged as: helpdesksupport, itsupport, service engineer, techsupport