The Role
Provides application and technical support by managing customer inquiries, incidents, defects, user accounts, application performance, security, updates, and recovery procedures. Resolves tickets within SLAs, documents problem and knowledge records, coordinates escalations across support teams, and maintains application availability and reliability. Requires strong communication, ITIL knowledge, ticketing-system experience, customer focus, and technical troubleshooting skills.
Summary Generated by Built In
• 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.
• 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 escalate 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.
Skills Required
- Bachelor's degree in Computer Science, Engineering, or a related field
- Expert knowledge of utility software applications
- Strong communication skills for conveying technical information to diverse audiences
- Ability to work autonomously and collaboratively
- Knowledge and experience with ITIL principles
- Excellent verbal and written communication skills
- Experience with ticketing systems such as ServiceNow, Maximo, or Remedy
- Native English proficiency
- Multilingual language skills
- Technical skills to provide solutions for technical inquiries
- Service-oriented mindset and customer-service focus
- Ability to understand customer needs and support appropriate solutions
- Proactive approach to addressing customer requirements
- Ability to handle sensitive and confidential information
- Attention to detail and ability to learn quickly
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The Company
What We Do
Madre Integrated Engineering is a multinational triangular employment and outsourcing corporation headquartered in Qatar, specializing in providing global talent for projects and offering facility management solutions.
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