Support Engineer

So, what’s the role all about?

How will you make an impact?

• 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
  

What’s in it for you?

Enjoy NiCE-FLEX!

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