Support Engineer

So, what s the role all about?

The Support Engineer role is to deliver technical support to end users about NICE's Product efficiently and effectively in fulfilling business objectives. The Application Support Consultant/T2 is also responsible for the health and well-being of our customers hosted solutions

How will you make an impact?

• As L2 , Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address CSS Recording and Compliance application related product issues and resolve high-level issues.
• Maintain quality and on-going internal and external communication throughout your analysis
• Implement and install CSS products all over the world (first of a kind installs)
• Provide the highest level of support and minimize R&D escalations.
• Prioritize daily tasks and manage critical issues and situations.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers.
• Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
• Involved with and you are the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of the CSS products
• Develop training materials to be used by all engineers working with CSS Software, internal and for Business Partners as part of the NPI process.

Have you got what it takes?

• Should have a good Linux/Unix exposure on different flavor of Servers.
• Should have good DB expertise, Oracle/MSSQL.
• Working knowledge of administrating UNIX, Linux or Windows servers.
• Experience of supporting Web based applications
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
• At least 3-5 years of technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes (Trading environments)
• Having knowledge of the following (stated as keywords): Tetra systems, Voice Trading Solutions like IPC, Etrali and BT, Avaya, Cisco, Mitel, would be beneficial.
• Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft Office
• Experience with Networking and IP/SIP communication analysis
• Strong Telephony background would be an extra perk to have.
• Good IT skills in troubleshooting and ownership from begin to end.

What s in it for you?

Enjoy NICE-FLEX!

Requisition ID: 5249
Reporting into: Tech Manager
Role Type: Individual Contributor