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

We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America.

These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit hcltech.com/careers.

HCLTech 's Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).

HCLTech received "Feel Good" 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.

Culture de l'entreprise :

HCLTech évolue dans une culture principalement orientée compétition et performance, où l’ambition, le goût du challenge et l’atteinte d’objectifs mesurables constituent des leviers clés de réussite. L’entreprise valorise le dépassement de soi, la compétitivité et une forte orientation client, dans une logique de résultats et de positionnement sur le marché. Cette dynamique est solidement soutenue par une composante innovation marquée, favorisant l’initiative, l’expérimentation et l’agilité. Elle est également complétée par une culture collaborative attentive au développement humain et au travail d’équipe, tandis que les processus structurés jouent un rôle plus secondaire.

Poste :

• 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.

Profil recherché :

• 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
  

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Traits de personnalité souhaités :

Recherche de nouveauté Besoin de réflexion Besoin d'autonomie Implication au travail Ambition

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