SOFTWARE SERVICE SUPPORT ENGINEER – Associated Engineering
We are seeking a skilled and motivated Software Service Engineer to join our team in Doha, Qatar at our office and customer location. 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 Arabic, 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
• Create standard responses in English.
• 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.
• Perform application health checks and execute recovery procedures if needed.
• Record and maintain changes to application configurations.
• Ensure application availability and reliability as per customer SLAs.
• Handle incident, problem, configuration, and knowledge management processes.
Job Details
| Posted Date: | 2025-11-13 |
| Job Location: | Qatar |
| Job Role: | Engineering |
| Company Industry: | Recruitment & Employee Placement Agency |
