NICE Specialist Technical Support Engineer 

India, Maharashtra, Pune 

6699699

Job Description-

Responsibilities:

• Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address and resolve product issues.
• Maintain quality and on-going internal and external communication throughout your investigation.
• Provide high level of support and minimize R&D escalations.
• Prioritize daily missions/cases and mange critical issues and situations.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other support engineers.
• Willing to perform on call duties as required.
• Excellent problem-solving skills with the ability to analyze complex issues and implement effective solutions.
• Good communication skills with the ability to interact with technical and non-technical stakeholders.

Education

• Bachelor’s degree in computer science / Software Engineering (or similar)

Technical requirements:

• Minimum of 8 to 12 years of experience in supporting global enterprise customers.
• Should be current with PC hardware and software trends; network environments; maintenance techniques, Windows and Linux troubleshooting knowledge and proficiency.
• Troubleshoot and resolve technical issues related to Windows/Linux systems, including hardware failures, software errors, and network connectivity problems.
• Provide technical support for applications running on both Windows and Linux platforms, including troubleshooting issues, diagnosing problems, and implementing solutions to ensure optimal performance.
• Familiarity with Authentication methods like WinSSO and SAML.
• Knowledge in Windows Hardening like TLS enforcement, Encryption Enforcement, Certificate Configuration
• Working and Troubleshooting knowledge in Apache Software components like Tomcat, Apache and ActiveMQ.
• Working and Troubleshooting knowledge in SVN/Version Control applications
• Knowledge in DB schema, structure, SQL queries (DML, DDL) and troubleshooting
• Collect and analyze logs from servers, network devices, applications, and security tools to identify Environment/Application issues.
• Knowledge in terminal server (Citrix)- advantage
• Basic understanding on AWS Cloud systems.
• Network troubleshooting skills (working with different tools)
• Certification in RPA platforms and working knowledge in RPA application development/support – advantage.
• NICE Certification - Knowledge in RTI/RTS/APA products – Advantage
• Shift- 24*7 Rotational Shift (include night shift)

Other Required Skills:

• Excellent verbal and written communication skills
• Strong troubleshooting and problem-solving skills.
• Self-motivated and directed, with keen attention to details.
• Team Player - ability to work well in a team-oriented, collaborative environment.