Description
Sutherland is seeking a reliable and detail-oriented person to join us as Technical Support Engineer. We are a group of driven and hard-working individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
The purpose of this role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management software solutions efficiently and effectively in fulfilling business objectives. The Engineer is also responsible for the health and well-being of our customers’ cloud solutions. Also, they will need to manage tasks to troubleshoot and resolve customer’s technical issues.
Technical Support Engineer in this role gets to:
- Support direct Customer Support teams, Business Partners and Customers Globally to address the related product issues and resolve high-level issues acting as a Level 2.
- Maintain quality and on-going internal and external communication throughout your analysis.
- Provide high level of support and minimize R&D escalations.
- Prioritize daily missions/cases and mange 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.
- Take full ownership on customer problem/cases, monitor for proper and on time feedback.
- Install NICE product update packs and hot fixes.
Qualifications:**
- MUST have at least 2 years’ of experience in Technical Customer Support serving global customers.
- Strong troubleshooting and problem-solving skills
- Excellent communication (Written and Verbal) / interpersonal skills
- A strong aptitude for investigation, analysis and problem solving
- Team Player - ability to work well in a close team environment
- Customer support experience, international is advantage
- Flexibility in working hours required (24/7 Environment) including working in shifts, on call on weekends and late shifts
Requirements:
- Basic understanding of the User permissions, Group Policy, Firewalls for Windows Operating Systems (2008/2012).
- SNMP protocol and monitoring solutions.
- Technical experience with Web/Enterprise Applications. (IIS, XBAP, etc.)
- Good understanding of SSL Certificates (HTTP/HTTPS).
- Experience in Citrix or any other desktop virtualization technology an advantage.
- Basic understanding of what system vulnerabilities are and their remediation.
- Good knowledge and experience in MS SQL 2008, 2012: Database structure, administration, and scripting - an advantage
- NICE Certification - NIM4.1/Engage ; high technical knowledge in NICE products - an advantage
Other Required Skills:
- Excellent verbal and written communication skills
- Strong troubleshooting and problem solving skills
- Ability to prioritize and execute tasks in a high-pressure environment.
- Self-motivated and directed, with keen attention to details
- Team Player - ability to work well in a team-oriented, collaborative environment