Tech Lead Technical Support Engineer
NICE
Pune, India
5d ago

Description

Level 2 Support Engineer (Loggers & Archiving), 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 :

  • BE or Bsc in Computer Science, Electrical Engineering or related technical degree preferred.
  • Strong troubleshooting and problem solving skills
  • Excellent communication (Written and Verbal in English) / interpersonal skills
  • Team Player - ability to work well in a close team environment
  • Customer support experience supporting international customers.
  • A strong aptitude for investigation, analysis and problem solving.
  • Experience in supporting worldwide customers / Business Partners.
  • Flexibility in working hours required (24 / 7 Environment) including working in shifts
  • Technical Requirements : (As many from the below)

  • Networking experience. (including analyzing IP network traces using networking tools , example Wireshark)
  • Experience with Windows Operations Systems (2003,2008)
  • Knowledge on telephony audio and signaling protocols : Analog / Digital extensions, ISDN BRI / PRI, E1 / T1 / DS-1 trunk, Framing and D-Channel signaling. SS7 / VoIP / SIP.
  • Familiarity with Platform hardware components such as HDD, Raid, SCSI, DAT72 and DVD.
  • Knowledge of Storage systems : EMC, Tivoli.
  • Telephony / CTI background (Avaya, Cisco, etc) and advance knowledge on IP phones communication
  • Experience at system / application implementation at customer sites.
  • Previous experience / certifications with any recording system - an added advantage.
  • Experience and understanding of troubleshooting server performance issues.
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