FLS (NIA) - NICE Systems
FLS (NIA) - NICE Systems
Posted on :
15-08-2025
Employer Active
1 Vacancy
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Job Description
You will be the technical contact for various large priority clients and request technical assistance via many channels including phone email and various web contact methods (chat e-Services). You will quickly get to the root of customer problems by gathering all the necessary technical information then analyzing troubleshooting and ultimately resolving customer product concerns.
- Adhere to Service Level Agreements
- Demonstrate strong case ownership
- Drive issues to restoration / resolution and provide clear Root Cause Analysis (RCA)
- Conduct thorough and detailed troubleshooting to provide quality support to clients
- Manage customer & business partner expectations effectively to prevent escalations
- Maintain high customer satisfaction throughout the problem resolution process
- Work in accordance with NICE support processes procedures and contractual SLAs
- Work with various NICE departments (Support etc.) and customers around the globe for end-to-end issue resolution
- Participate in knowledge transfer activities as required
- Track clear case updates on analysis throughout the lifecycle of a case
- Provide clear case descriptions symptoms and business impact statements etc.
- Share knowledge with and mentor / coach other engineers
- Manage case and customer updates on progress and next steps within SLA
- Articulate high level or technical updates to internal / external stakeholders
- Availability out of hours as required (nights / weekends) to address critical issue
- On Call frequency: One in 6 weeks (currently)
- On Call Hours: Two 12 hour shifts between M-Th 8pm 8am EST
Qualifications :
- 1-3 years of Experience specifically in Web Applications support or the related skills required (can have more time of experience in other fields)
- Experience in Database Troubleshooting and Tuning (MS SQL)
- Working knowledge of administrating UNIX Linux (Basic Linux commands administration navigate and troubleshoot) AND Windows servers (Services logs troubleshooting). Must have.
- Experience in IT (Network and system) support working on server issues mainly
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Ability to provide clear succinct and positive communications
- Ability to communicate clearly with a technical / managerial audience
- Ability to manage customer crisis escalations within service level agreements
- Ability to learn quickly and educate oneself on relevant technologies and processes
- Ability to multitask and prioritize work commitments
- Analyze and draw conclusions from log files
- Isolate the exact problem component based on the system / data flows / API commands etc.
- Restore critical cases and determine the actual root cause
- Clearly document Root Cause Analysis (RCA) Resolution and Prevention plan
- Use internal and external troubleshooting tools to collect information (logs traces screen captures etc.) to understand the environment to determine the RCA
- Basic Networking knowledge of TCP/IP addressing configuration port usage networking protocols (preferred)
- Basic SQL understanding (DBA activities experience with SQL queries functions and stored procedures) Basic queries. (clauses joins statements creating tables etc.) Must have.
- Web technologies ( XML XSLT)
- Security and encryption fundamentals (SSL/TLS SSH PGP Windows Certificate concepts (PKI)
- English communication skills (B2 or higher) as it is a customer facing role.
Additional Information :
This is a hybrid role in Bogot Colombia. Relocation is required. Enjoy the benefits of working with a certified Great Place to Work company!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
Key Skills
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