Description
Level 2 Support Engineer (Applications), Technical Support Group**
Key Responsibilities:
- Troubleshoot issues by resolving them with maximum customer satisfaction.
- Take full ownership on customer problem/cases, monitor for proper and on time feedback.
- Document and track all problems, enquires and events in the CRM system.
- Act as a front line T2 technical contact to interact with customers (business partners and direct customers)
- Install NICE product update packs and hot fixes.
- Analyze issues, solve or escalate to the next support level.
Qualifications: Qualifications**:
- BE or B.Sc. in Computer Science, Electrical Engineering or related technical degree preferred.
- 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
Technical Requirements: (at least 3 of the below are a MUST)
- Minimum 3 years technical experience with Windows Platforms and Active directory as a System\Application administrator.
- Thorough understanding of the Windows Operating Systems (2003/2008), installation and configuration - particularly how to setup Windows networking, user permissions, Group Policy, Login scripts etc.
- Networking experience. (including analyzing IP network traces using networking tools, example Wireshark)
- Good Knowledge and experience in MS SQL (2000, 2005, 2008, 2012): Database structure, administration, performance tuning and scripting.
- Previous experience as Applications Support Engineer in a large international company - an advantage
- Able to understand Webservices configuration and functionality