Technical support engineer (NIA) NICE Systems

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 Bogotá Colombia. Relocation is required. Enjoy the benefits of working with a certified Great Place to Work company!

Remote Work :

No

Employment Type :

Full-time