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 (Office and Customer Locations)

Job Summary:

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. This role requires you to communicate complex technical information to both non-technical and technical audiences, work autonomously and collaboratively with team members, and apply ITIL principles.

The ideal candidate should have excellent verbal and written communication skills, strong problem-solving abilities, and technical expertise in troubleshooting. Multilingual skills (French and Arabic) are advantageous. A service-oriented mindset, proactive attitude, and the ability to handle sensitive information are essential.

Responsibilities:

• Customer Inquiries: Validate and manage incoming customer inquiries, ensuring adherence to response SLAs.
• Incident Resolution: Investigate and resolve incidents and defects, aiming for first-time resolution.
• Remediation Activities: Perform first-line remediation tasks (e.g., user creation, password reset).
• Ticket Management: Drive tickets to resolution within agreed SLAs and escalate/re-prioritize based on customer requests or potential SLA violations.
• Documentation: Create and update problem records and knowledge management articles in English.
• Monitoring: Support customers in monitoring technical operations and application performance.
• Collaboration: Work with other support tiers to resolve trouble tickets.
• Application Management: Administer application accounts, users, and security; monitor and optimize application performance.
• Security & Updates: Identify and address security issues, and apply patches to applications, modules, and interfaces.
• Health Checks & Recovery: Perform application health checks and recovery procedures as needed.
• Knowledge Base: Maintain and update knowledge management systems, ensuring accurate and helpful content.
• Cross-Functional Coordination: Act as the primary interface between customers and internal teams, collaborating with application management teams when necessary.

Qualifications:

• Education: Bachelor’s degree in Computer Science, Engineering, or related field.
• Experience: Expert knowledge of utility software applications.
• Technical Skills:
• Strong problem-solving abilities.
• Experience with ticketing systems (e.g., ServiceNow, Maximo, Remedy).
• Knowledge of ITIL principles and practices.
• Communication Skills:
• Excellent verbal and written communication in English.
• Multilingual skills (especially French and Arabic) are a plus.
• Ability to convey complex technical information to diverse audiences.
• Work Style:
• Ability to work autonomously and collaboratively within a team.
• Service-oriented mindset with a proactive approach to customer needs.
• Attention to Detail: Strong ability to handle sensitive information and maintain confidentiality.
• Other Skills: Quick learner, adaptable, and exceptional customer service skills.

Additional Information:

• Working Hours: 10 hours per day, 5 days a week, Sunday to Thursday shifts between 6:30 AM - 9:00 PM, with potential rotation for weekend cover.
• Location: Doha, Qatar – office and customer location.

If you are passionate about providing excellent customer service and meet the qualifications above, apply now to join our dynamic team of Software Service Engineers!

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, Permanent, Contract
Contract length: 12 months

Pay: QAR6,000.00 - QAR7,000.00 per month

Application Question(s):

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

Application Deadline: 15/04/2025

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