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

About the role

We are looking for a System Engineer specialized in hardware and software support (Level 1/Level 2) for clinical diagnostic laboratory systems. The role involves providing remote assistance to customers, troubleshooting issues, and ensuring high‑quality service 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, ensuring timely follow‑up on open cases.
• Create, update, and maintain service tickets throughout the resolution process.
• Coordinate with Field Service Engineers for on‑site interventions when needed.
• Monitor proactive service alerts and perform remote troubleshooting.
• Ensure compliance with customer service standards, quality procedures, and regulatory requirements.
• Maintain high customer satisfaction and achieve service‑level objectives.
• Collaborate with internal teams to resolve complex technical issues.

Required profile

• Bachelor’s degree in Biomedical Engineering, Mechanical Engineering, Electrical Engineering, Medical Technology, Biology or a related field.
• 2–8 years of experience in technical support, remote support, service engineering or field service within healthcare or diagnostics.
• Strong analytical and problem‑solving abilities.
• Excellent customer‑facing communication skills.
• Ability to manage multiple priorities and work independently.
• Fluency in English and Arabic (written and spoken).

Required skills

• Hardware troubleshooting for laboratory analyzers.
• Software troubleshooting and configuration.
• Remote technical support using phone, email and ticketing platforms.
• Connectivity and network troubleshooting for diagnostic instruments.
• Monitoring and responding to service alerts.
• Incident and ticket management.