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

Company :

HCLTech is a global technology company, home to more than 223 000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2025 totaled $13.8B. To learn how we can supercharge progress for you, visit hcltech.com.

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.

Company culture :

HCLTech operates within a predominantly competitive and performance-driven culture, where ambition, challenge, and the achievement of measurable goals are central to success. The company promotes self-improvement, competitiveness, and a strong customer focus, with a clear emphasis on results and market positioning. This performance-driven environment is strongly supported by a robust innovation dimension, encouraging initiative, experimentation, and agility. It is further complemented by a collaborative culture focused on people development and teamwork, while structured processes play a more secondary role.

Job :

• 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.

Required profile :

• 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
   

Head office address :

Desired personality traits :

Search for new things / novelty Need for reflection Need for autonomy Involvement at work Ambition