Professional Services Engineer

Overview

Sutherland Bogota, D.C., Capital District, Colombia

Professional Services Engineer

Bogota, D.C., Capital District, Colombia

Responsibilities

• 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 2008, 2012: 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)

All your information will be kept confidential according to EEO guidelines.