Software Service Engineer
4 weeks ago
**Job Title**: Software Service Engineer (Tier 1, Tier 2)
**Location**: Doha, Qatar (Office and Customer Locations)
**Job Summary**:
**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.
- **Collaboration**: Work with other support tiers to resolve trouble tickets.
- **Knowledge Base**: Maintain and update knowledge management systems, ensuring accurate and helpful content.
**Qualifications**:
- **Education**: Bachelor’s degree in Computer Science, Engineering, or related field.
- **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.
- **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: 6 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: 02/03/2025
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