Professional Services Engineer

• 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 :

1. MUST have at least 2 years of experience in Technical Customer Support serving global customers.
2. Telephony/CTI background (Avaya Cisco etc) and advance knowledge on IP phones communication 
3. Strong troubleshooting and problem-solving skills
4. Excellent communication (Written and Verbal) / interpersonal skills
5. Customer support experience international is advantage
6. Basic understanding of the User permissions Group Policy Firewalls for Windows Operating Systems (2008/2012).
7. SNMP protocol and monitoring solutions.
8. Technical experience with Web/Enterprise Applications. (IIS XBAP etc.)
9. Good understanding of SSL Certificates (HTTP/HTTPS).
10. Experience in Citrix or any other desktop virtualization technology an advantage.
11. Basic understanding of what system vulnerabilities are and their remediation.
12. Good knowledge and experience in MS SQL:  Database structure administration and scripting an advantage
13. NICE Certification - NIM4.1/Engage ; high technical knowledge in NICE products an advantage Knowledge on telephony audio and signaling protocols: SS7/VoIP/SIP - MUST
14. 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