Implementation support engineer nice

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.


Sutherland was founded 35 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.



Possition information:



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.



Job Description:

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 (ASP.NET, 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.

Profesional Junior

Media (10° - 13°)

Ingeniería de sistemas Computación

Ingeniería electromecánica

1 año de experiencia

1 Vacante