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

About the role

The System Engineer will provide Level 1 and Level 2 technical support for diagnostic laboratory systems and analyzers. You will work remotely to troubleshoot hardware, software, configuration and connectivity issues while ensuring high customer satisfaction.

Key responsibilities

• Provide L1/L2 remote support for clinical diagnostics hardware and software, handling inquiries via phone, email and ticketing systems.
• Diagnose and resolve technical issues, create and maintain service tickets, and coordinate escalations or on‑site interventions with Field Service Engineers.
• Monitor support queues, proactive service alerts, and ensure compliance with quality and customer‑service standards.
• Collaborate with internal teams to address complex problems and achieve service‑level objectives.

Required profile

• Bachelor’s degree in Biomedical Engineering, Mechanical/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.
• Fluent in English and Arabic (written and spoken).

Required skills

• Hardware troubleshooting
• Software troubleshooting
• Remote support and ticketing systems
• L1/L2 technical support
• Clinical diagnostics hardware (IVD, immunoassay, clinical chemistry)