Solution Engineer

Madre Me; Doha; On-site; QAR 67,000 - 112,000; Full time

Job summary

Madre Integrated Engineering is seeking an IT Support Specialist to manage customer inquiries, resolve incidents, and perform first-line remediation. The role requires ITIL knowledge, effective communication, and experience with ticketing systems such as ServiceNow, Maximo, or Remedy. Multilingual skills, especially English, are advantageous.

The position is full-time and based in Doha, Qatar. You will handle user accounts, monitor application performance, and collaborate with other support

Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field.
• Expert knowledge of utility software applications.
• Strong communication skills to convey technical information to diverse audiences.
• Ability to work autonomously and collaboratively in a team.
• Knowledge and experience of ITIL principles.
• Excellent verbal and written communication skills.
• Experience with ticketing systems like ServiceNow, Maximo, Remedy, etc.
• Multilingual language skills are advantageous, with native proficiency in English.

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-priorize 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 elevate 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.

Skills

Strong communication

Autonomous work

Team collaboration

ITIL knowledge

Attention to detail

English proficiency (native)

Education

Bachelor's degree in Computer Science, Engineering, or related field

Tools

ServiceNow

Maximo

Remedy

Job description

Madre Integrated Engineering | Full time

• 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-priorize 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 elevate 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.

Requirements

• Bachelor's degree in Computer Science, Engineering, or related field.
• Expert knowledge of utility software applications.
• Strong communication skills to convey technical information to diverse audiences.
• Ability to work autonomously and collaboratively in a team.
• Knowledge and experience of ITIL principles.
• Excellent verbal and written communication skills.
• Experience with ticketing systems like ServiceNow, Maximo, Remedy, etc.
• Multilingual language skills are advantageous, with native proficiency in English.
• Technical skills to provide solutions for technical inquiries.
• Service-oriented mindset to ensure exceptional customer experience.
• Understanding of customer needs and ability to support solutions accordingly.
• Proactive attitude in addressing customer requirements.
• Ability to handle sensitive and confidential information.
• Attention to detail, fast learner, and excellent communication skills.