Job Description Sutherland is seeking an analytical and attentive person to join us as Support Engineer who will be responsible for supporting NICE product/platforms remotely. The Support Engineer will manage NICE-related issues and outages in a timely manner and enhance the client's ability to maintain the NICE system. In addition, the Support Engineer will assist with NICE projects, installations, and change management as required to support the customer's environment and infrastructure. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!
The Support Engineer performs a wide range of duties including some or all the following:
Work directly with client's System Engineers to support the NICE infrastructure across the customer's organization globally.Create records of the case and perform remediation in accordance with the severity of the case.Provide L1/L2 support as required for the NICE product, and utilize, engage, and coordinate efforts with suppliers/other representatives as needed.Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.Provide basic application training and support to client's Engineers on the NICE applications as required.Document and maintain NICE system specifications (Site Documentation) across all sites.Provide and evaluate proactive Health Checks on a daily, weekly, and monthly basis.Perform MAC (Move/Add/Change) jobs.Manage customer relationships and expectations, communicate effectively, troubleshoot and resolve technical issues.Effectively manage time and maintain regular communication and updates to both customer and management.Participate in training classes or special projects as needed.Other roles and responsibilities may be assigned on an as-needed basis.Qualifications Must have a minimum of 2-3 years of proven experience with the following:
BS in Computer Science, Electrical Engineering, or related technical degree preferred.Fluent English B2 spoken and written.Availability to work in a 24X7 operational support model with 5 days working, including weekend shifts.Troubleshooting and log analysis of Windows operating system/SQL databases is an advantage.Experience of working in medium or large teams. Must be a team player.High customer service orientation.Ability to work independently with a strong sense of self-responsibility and accountability.Should be flexible to work round the clock as needed.Collaborative and shared knowledge and experience.Can adjust well to constantly changing environments.Additional Information This job requires agreeing to a Hybrid Model in our Bogotá Facilities (Cra 7 #156 Torre Krystal).
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