Software Support Service Engineer

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.
  
• 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.
  
• Handle incidents problems configuration and knowledge management processes.
  

• Bachelors 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 and French.
  
• 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.