Software Engineer – Internal Tools

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