Java Application Support Engineer
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Sutherland is seeking an attentive person to join the Actimise Technical Support team at NICE Systems. This is a position for people with experience in application support, Java debugging and SQL querying, with advanced English communication skills.
Job Description:
The Actimise Technical Support Engineer performs a wide range of duties including some or all of the following:
- Review and investigate issues raised by client and provide accurate guidance based on current documentation.
- Be able to install, configure and customize solutions by following implementation guides and manuals.
- Reproduce client environment data, configuration and setup in order to investigate possible issues.
- Provides information by collecting, analyzing, and summarizing development and service issues.
- Utilizes software engineering tools such as configuration management systems, build processes, and debuggers in the software development process.
- Collaborates and adds value through participation in peer case reviews, providing comments and suggestions.
- Provides reliable solutions to a variety of problems using sound problem solving techniques.
- Performs technical root cause analysis and outlines corrective action for given problems.
- Work with customer and ownership for issues collaborating with higher tiers for end-to-end resolution
- Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services).
- Working in accordance with NICE support process, procedures, contractual SLA’s
- Documenting all customer interactions in CRM tool in accordance with SLA.
Qualifications
- Excellent verbal and written communication skills in English.
- At least 2 year in technical support facing customers and resolving issues.
- Fast learner with ability to educate her/himself on relevant technologies
- 2 years of experience with application development using Object oriented, JAVA,
- Windows Forms, SQL.
- Intimate knowledge of the customer’s connected applications.
- Excellent technical and analytical skills.
- Technical development/debugging and diagnosis skills (e.g. coding, scripting, etc.).
- Integration experience with desktop enterprise software applications.
- Excellent organizational skills, ability to set own task lists and timelines.
- Ability to work in a team.
- Demonstrated interest and ability to communicate across technology and business
- Bachelor's degree in computer science (or equivalent).
- Experience in customer support.
- Knowledge with Linux, Microsoft Server.
- Knowledge with SQL Server.
- Knowledge with XML, HTML, PERL.
- Familiarity with servers tuning and solving performance issues plus.
This is a hybrid position in Bogotá, Colombia. We are located in North Point Torre Krystal, Usaquén.
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