Summary: Seeking a Software Service Engineer to provide Tier 1 and Tier 2 support for utility software applications, managing incidents, administering applications, and ensuring high customer satisfaction. Highlights: 1. Provide Tier 1 & Tier 2 support for utility software applications 2. Collaborate with global support teams on incident management 3. Opportunity for a contract role with potential for extension **Job Summary** We are seeking a skilled **Software Service Engineer** to provide **Tier 1 and Tier 2 support** for utility software applications. The role involves incident management, customer support, application administration, and collaboration with global support teams while ensuring SLA compliance and high customer satisfaction. **Key Responsibilities** * Handle customer incidents and service requests within SLA timelines * Diagnose, troubleshoot, and resolve application issues (Tier 1 \& Tier 2\) * Perform first\-line support activities (user creation, access rights, password resets) * Monitor application performance and support technical operations * Escalate complex issues to higher support tiers when required * Maintain accurate ticket documentation and resolution notes in English * Create and update knowledge base and problem management records * Coordinate with internal teams and global support locations * Administer application users, roles, and security settings * Apply patches, updates, and configuration changes * Identify and report security risks and support improvement initiatives * Act as the primary point of contact between customers and internal teams **Requirements \& Qualifications** * Bachelor’s degree in Computer Science, Engineering, or related field * Experience in Tier 1 \& Tier 2 application/software support * Knowledge of utility software applications * Familiarity with ITIL processes (Incident, Problem, Change, Knowledge Management) * Hands\-on experience with ticketing tools (ServiceNow, Maximo, Remedy, or similar) * Strong troubleshooting and analytical skills * Excellent verbal and written communication skills in English * French language skills are an added advantage * Customer\-focused mindset with strong attention to detail * Ability to work independently and in a team environment **Job Type:** * Contract (6 months, extendable) Job Type: Contract Contract length: 6 months Application Question(s): * Do you speak French and English?