The Technical Support Engineer delivers technical support to NICE Priority global IT professionals for major corporate accounts about how to troubleshoot reported issues, diagnose root cause and resolve break/fix issues within strict Service Level commitments.
How will you make an impact
- Prioritize support cases based on case severity and manage all cases through to resolution.
- Provide the highest level of support to major accounts and minimize escalations to R&D.
- Interface with NICE Cloud, R&D, other Support teams, Business Partners and Customers globally to investigate and resolve product-related issues.
- Maintain a high level of quality internal and external communications throughout the case lifecycle.
- Clearly document all troubleshooting investigations and problem resolution steps and Root Cause Analysis reports.
- Contribute to the Knowledge Base.
- Participate in educating / mentoring other peer support engineers.
- Initiate and perform changes on production systems.
- Proactively escalate any issues that cannot be resolved within the defined timeframes.
- Involve the subject matter expert (SME) for any escalation or consultation until issue resolution.
Technical Requirements / Skills:
- Should have good DB expertise in MSSQL Studio.
- Working knowledge of administrating Microsoft Windows Operating Systems.
- In-depth, hands-on knowledge of and experience supporting enterprise and web applications.
- At least 3-5 years of technical support experience globally
- Having knowledge of Internet Information Services.
- Experience with Networking and IP/SIP communication analysis.
- Strong analytical and troubleshooting skills demonstrating ownership from beginning to end.
- Knowledge in supporting reporting tools such as: Tableau, Microstrategy or Power BI.
