NICE Technical Support Engineer 

United States, Georgia, Atlanta 

810217610

How will you make an impact?

• Field incoming problems from end users to resolve application issues in accordance with end user contractual SLA’s.
• Investigate and resolve customers’ issues through the use of product knowledge, excellent troubleshooting skills and involvement from Services and Engineering/R&D expert resources.
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Prioritize, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer.
• Perform hands-on fixes on applications, including installing and upgrading software, database exports, and configuring the systems and applications.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies.
• Identify and learn appropriate software applications used and supported by the Company.
• Administer support/system maintenance activities in accordance with instructions provided by the Customer Support Team Leader and Management.
• Assist and/or provide guidance to junior members of the team.
• May need to participate in the weekend/On Call support coverage

Have you got what it takes?

• BSc in Computer Science, Electrical Engineering or related technical degree preferred.
• Very strong customer service orientation.
• Ability to absorb new ideas and concepts quickly.
• Good analytical and problem-solving abilities.
• Strong written, mathematical, oral, and interpersonal skills
• Experience working in a team-oriented, collaborative environment.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to present ideas in a business and user-friendly language.
• Ability to effectively communicate at all levels of Company and Customer hierarchies.

• Highly self-motivated and directed.

• Strong knowledge of Linux, Shell scripting, SQL, PL/SQL scripting for the analysis and resolution of customer issues.
• Experience with building and maintaining databases for query and problem tracking.
• Demonstrable experience of supporting industry standard database platforms within the IT industry i.e., Oracle, SQL Server, DB2.
• Experience of supporting Web based applications.
• Working knowledge of administrating UNIX, Linux or Windows servers.
• Working knowledge of Relational Database principles and methodologies.
• Proven experience with troubleshooting principles.
• Able to develop and interpret technical documentation for training and end user procedures.
• In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
• Extensive product knowledge/or ability to develop trough training and knowledge transfer (Training will be provided).
• Good understanding of the NICE goals and objectives.
• Good understanding or NICE solutions
• Working knowledge of software development principles would be advantageous

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