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Software Engineer – Internal Tools
Software Development · Erbil, Kurdistan Region · full-time · onsite
Job details
Reference: JOB-2026-029
- Location
- Erbil, Kurdistan Region
- Department
- Software Development
- Contract type
- Full-Time
- Work arrangement
- On-site
Job description
Purpose of Role:
Responsible for managing and supporting the company’s customer service technology stack, including Call Center systems, CRM, Ticketing system, IVR, AI support tools, and data exchange/integration with external companies.
Main Responsibilities
· Manage server infrastructure hosting the customer service technology stack, ensuring high availability, security, and optimal performance of all related systems.
· Execute server setups and deployments, including installing new instances, migrating services, and configuring server environments for the CRM, Ticketing, and Call Center systems.
· Deploy software updates and patches for all managed services, coordinating downtime with business teams to minimize operational impact.
· Manage and support the company’s Call Center system, including users, extensions, queues, call routing, call recordings, and agent access.
· Administer the CRM system, including customer profiles, cases, activities, permissions, workflows, and data quality.
· Manage the Ticketing system, including categories, departments, priorities, SLAs, escalation rules, notifications, and reporting.
· Support and maintain IVR call flows, including menu structure, routing logic, announcements, and changes requested by business teams.
· Coordinate and monitor AI-based customer support tools, such as chatbots, auto-replies, ticket suggestions, and knowledge base automation.
· Manage data exchange/integration with external partners, including shipment data, tracking updates, delivery status, COD/payment updates, and reconciliation files.
Required Skills
· Experience in server administration (Windows/Linux environments) and managing on-premise or cloud-based hosting for enterprise applications.
· Familiarity with deployment pipelines, system updates, patch management, and server monitoring tools
· Good understanding of CRM systems, customer profiles, cases, activities, and workflow management.
· Experience with ticketing/helpdesk systems, including SLAs, priorities, categories, escalation, and reporting.
· Knowledge of call center systems, including queues, agents, extensions, IVR, call routing, and call recordings.
· Basic understanding of VoIP/PBX systems, such as SIP, extensions, trunks, inbound/outbound routes, and call logs.
· Understanding of API or EDI/data exchange concepts between internal systems and external companies.
· Ability to troubleshoot data synchronization issues, missing records, failed requests, and integration errors.
· Good knowledge of Excel/reporting, including filtering, pivot tables, data validation, and basic analysis.
· Ability to create clear documentation, user guides, and process flows.
· Good communication skills for working with vendors, IT teams, call center agents, and management.
· Understanding user access control, roles, permissions, and basic cybersecurity practices.
· Ability to test system changes before applying them to production.
· Basic SQL knowledge is preferred for checking data, reports, and system records.
· Experience with dashboards or reporting tools is preferred.
· Knowledge of AI/chatbot/customer automation tools is an advantage.
Job Responsibilities:
1. User Support & Helpdesk
· Receive, record, and resolve support requests and incidents.
· Provide technical assistance for desktops, laptops, printers, email, and common business applications. Assist users with login issues, password resets, MFA, and account access.
· Provide remote support for off-site employees and remote branches.
· Deliver basic IT guidance and user support in a professional manner.
· Track incidents through the helpdesk system and follow SLAs.
· Prepare daily or weekly ticket progress reports and escalate where required.
2. Computer & Device Setup
· Install and configure Windows OS, required applications, and standard company tools.
· Prepare new devices for employees and perform onboarding configurations.
· Perform regular maintenance, updates, and driver installation.
· Assist with formatting devices and verifying proper licensing and system activation.
3. Troubleshooting
· Diagnose problems related to computer performance, applications, printing, and peripherals. Troubleshoot connectivity issues for Wi-Fi, Ethernet, VPN client, and printer access.
· Run basic diagnostics and support replacement of faulty parts when required.
· Minimize downtime and provide timely resolution of issues.
4. Asset Management & Inventory
· Issue and track IT equipment assigned to employees.
· Maintain an updated asset registry and equipment allocation list.
· Support equipment replacement, retirement, and return procedures.
· Tag and document new hardware following internal standards.
5. Documentation
· Maintain detailed logs of incidents, actions taken, and solutions provided.
· Update internal documentation, troubleshooting guides, and user manuals.
· Maintain installation and configuration documentation for assigned tasks.
6. Software Support
· Assist employees with approved applications such as Microsoft Office, browsers, VPN clients, and productivity tools.
· Install and activate authorized software under supervision of IT Manager.
· Report software errors, licensing issues, or unusual activity.
· Support basic printing drivers, PDF tools, and user applications.
7. Basic IT Security
· Ensure endpoint protection, antivirus, and updates are operational.
· Assist end-users with security best practices and acceptable-use policies.
· Report suspicious behavior, malware alerts, or unusual activity immediately.
· Support compliance with IT security requirements and internal policies.
8. Onboarding & Offboarding
· Prepare laptops, accounts, profiles, and applications for new employees.
· Assist in access removal for departing employees and collect company equipment.
· Ensure user workstations are ready on their first working day.
Education:
• Diploma or bachelor’s degree in Information Technology or related field
Experience:
• 1–3 years of IT support or helpdesk experience
• Basic IT certifications such as CompTIA A+ or N+ are preferred but not required
• Basic troubleshooting skills for computers, printers, and common applications
• Familiarity with Microsoft Windows, Office applications, and basic networking
• Good communication and customer-support skills
• Ability to prioritize support tickets and follow helpdesk procedures
• Basic understanding of IT security practices and safe usage policies
• Ability to document incidents and solutions clearly
Required Languages:
Kurdish, Arabic, English