We are seeking a System Engineer - Hardware & Software Support (L1/L2) | Clinical Diagnostics to provide remote technical support for diagnostic laboratory systems and instruments. The ideal candidate will be responsible for troubleshooting hardware and software issues, managing customer incidents, ensuring timely resolution, and delivering an excellent customer experience.
This role requires strong technical expertise in laboratory diagnostics, problem-solving skills, and the ability to support customers remotely in a fast-paced healthcare environment.
Key Responsibilities
- Provide Level 1 and Level 2 technical support for diagnostic laboratory systems and analyzers.
- Troubleshoot hardware, software, configuration, and connectivity issues remotely.
- Handle customer inquiries via phone, email, and ticketing systems.
- Monitor and manage support queues and ensure timely follow-up on open cases.
- Diagnose technical issues and determine corrective actions or escalation paths.
- Create, update, and maintain service tickets throughout the resolution process.
- Coordinate with Field Service Engineers when on-site intervention is required.
- Monitor proactive service alerts and perform remote troubleshooting.
- Ensure adherence to customer service standards, quality procedures, and compliance requirements.
- Maintain high customer satisfaction and achieve service-level objectives.
- Collaborate with internal teams to resolve complex technical issues.
Required Qualifications
- Bachelor's Degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Medical Technology, Biology, or a related discipline.
- 2-8 years of experience in Technical Support, Remote Support, Service Engineering, or Field Service within the healthcare or diagnostics industry.
- Strong troubleshooting skills covering both hardware and software environments.
- Excellent analytical and problem-solving abilities.
- Strong customer-facing and communication skills.
- Ability to manage multiple priorities and work independently.
Mandatory Experience
- Clinical Diagnostics
- Immunoassay, Clinical Chemistry, or In-Vitro Diagnostics (IVD)
- Hardware & Software Technical Support (L1/L2)
- Remote Technical Support / Service Engineering
- Customer Support and Incident Management
Language Requirements
- Fluent English (Written & Spoken)
- Fluent Arabic (Written & Spoken)
