System Engineer - Hardware & Software Support (L1/L2) | Clinical Diagnostics

• 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.

• 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.
• Fluent English (Written & Spoken)
• Fluent Arabic (Written & Spoken)

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