Tier 2 Support Engineer

Sutherland is seeking a reliable and detail-oriented person to join us as Technical Support Engineer. We are a group of driven and hard-working individuals. 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 purpose of this role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management software solutions efficiently and effectively in fulfilling business objectives. The Engineer is also responsible for the health and well-being of our customers’ cloud solutions. Also, they will need to manage tasks to troubleshoot and resolve customer’s technical issues.

**Technical Support Engineer in this role gets to**:

- Troubleshoot issues by resolving them with maximum customer satisfaction.
- Take full ownership on customer problem/cases, monitor for proper and on time feedback.
- Document and track all problems, enquires and events in the CRM system.
- Act as a front line T2 technical contact to interact with customers (business partners and direct customers)
- Install Nice product update packs and hot fixes.
- Analyze issues, solve or escalate to the next support level.

**Qualifications**:**
- MUST have at least 2 years’ of experience in Technical Customer Support serving global customers.
- Strong troubleshooting and problem-solving skills
- Excellent communication (Written and Verbal in English) / interpersonal skills
- Team Player - ability to work well in a close team environment
- A strong aptitude for investigation, analysis and problem solving.
- Experience in supporting worldwide customers/Business Partners.
- Flexibility in working hours required (24/7 Environment) including working in shifts, on call on weekends and late shifts
- Experience of working in medium or large teams. Must be a Team player.
- Customer Communication
- High customer service orientation.
- Well represents NICE in front of customers, both verbally and in writing.
- Can express themselves appropriately both verbally and in writing.
- Copes well with conflicts and can resolve them.

**Requirements**:

- Nice/Verint or any other recording platform experience - advantage
- Experience working with voice and data networks in the capacity of troubleshooting and maintenance (including analyzing IP network traces using networking tools, example Wireshark)
- Microsoft operating systems (Windows Server) - MUST
- Knowledge on telephony audio and signaling protocols: VoIP/SIP - MUST
- Networking, SQL, Security and VoIP technology.
- Telephony experience and certifications - TDM, VoIP and CTI - advantage.
- Telephony experience with most common PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco - advantage.
- CTI Experience with most common PBX, Switch, ACD and CTI vendors - Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys - advantage.
- Certified on any NICE Systems solutions - advantage.
- Knowledge on telephony audio and signaling protocols: Analog/Digital extensions, ISDN BRI/PRI, E1/T1/DS-1 trunk, Framing and D-Channel signaling. SS7/VoIP/SIP.
- Knowledge of Storage systems: EMC, Tivoli - advantage
- Experience and understanding of troubleshooting server performance issues.
- Can learn and adapt a new technology independently and fast.
- Can identify solutions even when not all technical information and data are available.
- Works methodologically and follows the process.
- Work Style
- Ability to work independently.
- Strong sense of self responsibility and accountability.
- Works well in alignment and coordination with the customer designated team.
- Collaborative and shares knowledge and experience.
- Can adjust well to constantly changing environment
- Log analysis