Support Engineer

Atlasrtx

2 - 7 years

4 - 9 Lacs

pune

Posted:-1 days ago| Platform:

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Skills Required

application support networking flex lan voip microsoft troubleshooting cisco technical support sql

Work Mode

Work from Office

Job Type

Full Time

Job Description

Field incoming problems from end users to resolve application issues in accordance with end user contractual SLA s.
Investigate and resolve customers issues through the use of product knowledge, excellent troubleshooting skills and involvement from Services and Engineering/R&D expert resources.
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Evaluate documented resolutions and analyses trends for ways to prevent repeated future problems.
Prioritize, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer.
Perform hands-on fixes on applications, including installing and upgrading software, database exports, and configuring the systems and applications.
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies.
Identify and learn appropriate software applications used and supported by the Company.
Administer support/system maintenance activities in accordance with instructions provided by the Customer Support Team Leader and Management.
Assist and/or provide guidance to junior members of the team.
May need to participate in the weekend/On Call support coverage.

Have you got what it takes

Must have a minimum of 2+ years of proven experience with the following:
Nice/Verint or any other recording platform experience advantage
Experience working with voice and data networks in the capacity of troubleshooting and maintenance.
Microsoft operating systems, Networking, SQL, Security and VoIP technology.
Telephony experience and certifications TDM, VoIP and CTI advantage.
Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco advantage.
CTI Experience with most common PBX, Switch, ACD and CTI vendors Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys advantage.
Certified on all NICE Systems solutions advantage.
Experience of working in medium or large teams. Must be a Team player.
Customer Communication
High customer service orientation.
Well represents NICE in front of customers, both verbally and in writing.
Can express themselves appropriately both verbally and in writing.
Copes well with conflicts and is able to resolve them.
Extensive product knowledge/or ability to develop trough training and knowledge transfer (Training will be provided).- Advantage
Good understanding of the NICE goals and objectives. - Advantage
Good understanding or NICE solutions- Advantage
Working knowledge of software development principles would be advantageous. - Advantage

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