Technical Support Engineer Lv2
Technical Support Engineer Lv2
Posted on :
14-06-2025
Employer Active
1 Vacancy
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Job Description
- 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.
- Telephony/CTI background (Avaya Cisco etc) and advance knowledge on IP phones communication
- Strong troubleshooting and problem-solving skills
- Excellent communication (Written and Verbal) / interpersonal skills
- Customer support experience international is advantage
- 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: Database structure administration and scripting an advantage
- NICE Certification - NIM4.1/Engage ; high technical knowledge in NICE products an advantage Knowledge on telephony audio and signaling protocols: SS7/VoIP/SIP - MUST
- Networking experience. (including analyzing IP network traces using networking tools example Wireshark)
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
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