AddressAt NICE, we don’t limit our challenges. We challenge our limits. Constantly. We’re relentless. We’re ambitious. And we make an impact. Our NICErs bring their A game and spend each day turning it into an A+. And if you’re like us, we can offer you the kind of challenge that will light a fire within you.
Job Description
Responsibilities:
- As L2 and L3, Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address CSS Recording and Compliance application related product issues and resolve high-level issues.
- Maintain quality and on-going internal and external communication throughout your analysis
- Implement and install CSS products all over the world (first of a kind installs)
- Provide the highest level of support and minimize R&D escalations.
- Prioritize daily tasks and manage 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.
- Involved with and you are the subject matter expert (SME) for the other Support Engineers in projects for new releases and service packs of the CSS products
- Develop training materials to be used by all engineers working with CSS Software, internal and for Business Partners as part of the NPI process.
Education
- University education or similar level obtained by work experience in Computer Science.
Technical requirements:
- Should have a good Linux/Unix exposure on different flavor of Servers.
- Should have good DB expertise, Oracle/MSSQL.
- Working knowledge of administrating UNIX, Linux or Windows servers.
- Experience of supporting Web based applications
- In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
- At least 4 years of technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes (Trading environments)
- Having knowledge of the following (stated as keywords): Tetra systems, Voice Trading Solutions like IPC, Etrali and BT, Avaya, Cisco, Mitel, would be beneficial.
- Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft Office
- Experience with Networking and IP/SIP communication analysis
- Strong Telephony background would be an extra perk to have.
- Good IT skills in troubleshooting and ownership from begin to end.
Other Required Skills:
- Excellent verbal and written communication skills
- Good communication and presentation skills in English. English is used on a daily basis
- Strong troubleshooting and problem-solving skills
- Ability to prioritize and execute tasks in a high-pressure environment
- Self-motivated and directed, with keen attention to details
- Team Player - ability to work well in a team-oriented, collaborative environment
- Can handle stressful situations well.
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
