Software Service Engineer (Tier 1 & Tier 2 Support)

Job Summary

We are seeking a skilled Software Service Engineer to provide Tier 1 and Tier 2 support for utility software applications. The role involves incident management, customer support, application administration, and collaboration with global support teams while ensuring SLA compliance and high customer satisfaction.

Key Responsibilities

• Handle customer incidents and service requests within SLA timelines
• Diagnose, troubleshoot, and resolve application issues (Tier 1 & Tier 2)
• Perform first-line support activities (user creation, access rights, password resets)
• Monitor application performance and support technical operations
• Escalate complex issues to higher support tiers when required
• Maintain accurate ticket documentation and resolution notes in English
• Create and update knowledge base and problem management records
• Coordinate with internal teams and global support locations
• Administer application users, roles, and security settings
• Apply patches, updates, and configuration changes
• Identify and report security risks and support improvement initiatives
• Act as the primary point of contact between customers and internal teams

Requirements & Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field
• Experience in Tier 1 & Tier 2 application/software support
• Knowledge of utility software applications
• Familiarity with ITIL processes (Incident, Problem, Change, Knowledge Management)
• Hands-on experience with ticketing tools (ServiceNow, Maximo, Remedy, or similar)
• Strong troubleshooting and analytical skills
• Excellent verbal and written communication skills in English
• French language skills are an added advantage
• Customer-focused mindset with strong attention to detail
• Ability to work independently and in a team environment

Job Type:

• Contract (6 months, extendable)

Job Type: Contract
Contract length: 6 months

Application Question(s):

• Do you speak French ? (Mandatory)