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Senior Services Engineer

5 - 10 years

7 - 12 Lacs

pune

Posted:None| Platform: Naukri logo

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Skills Required

gis automation linux networking flex voip windows customer service troubleshooting technical support

Work Mode

Work from Office

Job Type

Full Time

Job Description

So, what s the role all about

The

Senior Services Engineer, GIS

position involves delivering expert technical support for the deployment and installation of NICE products. This role focuses on providing high-level assistance during Day 1 of product implementation, ensuring smooth and efficient operations.

About GIS:

The GIS (Global Implementation Support) Team collaborates with approved Business Partners (BPs) and NICE engineers to address Day 1 support cases. Day 1 refers to the period between the start of the project and the systems transition into production. This team is dedicated to resolving issues that arise during this critical phase, ensuring a successful and timely launch.

How will you make an impact

  • Technical Expertise:

    Serving as a key resource for resolving complex technical issues related to NICE products, utilizing in-depth knowledge of NICE products and associated technologies.

  • Support for Installers and Business Partners:

    Offering expert support to Business Partners and external installers to facilitate successful product deployments and minimize downtime.

  • Collaboration with Internal Teams:

    Working closely with Level 3 support and Research & Development teams to address and resolve high-level technical challenges, contributing to effective problem resolution.

  • Log Analysis and Action Plans:

    Conducting detailed analysis of logs to identify issues and develop actionable plans to address them, improving the efficiency of problem resolution.

  • Communication and Presentation:

    Participating in meetings with internal and external stakeholders to provide updates on technical issues and action plans, ensuring clear and concise communication.

  • Ticket Management:

    Maintaining and managing support tickets within the ServiceNow system, tracking issue progress, ensuring timely resolutions, and documenting relevant information.

Have you got what it takes

  • 5+ years of experience in systems engineering or technical delivery and installation.
  • Proven expertise in installing, configuring, and troubleshooting Windows-based environments.
  • Experience administering Windows Servers, including local and domain policies, and web servers.
  • Strong networking knowledge, including OSI network layers and TCP/IP.
  • Skilled in troubleshooting and log analysis.
  • Proficient in working with documentation and extracting relevant data.
  • Excellent communication and problem-solving skills.
  • Proven ability to work effectively in a team environment.
  • High orientation towards customer service.
  • Ability to quickly learn and adapt to new technologies independently.
  • Capability to work under pressure and handle shift and weekend schedules.

You will have an advantage if you also have

  • Experience with VoIP/Telephony systems.
  • Basic SQL scripting and SQL Server troubleshooting experience.
  • Knowledge of NICE Recording and Automation solutions (Engage, NTR, APA) and their integration into customer environments.
  • AWS and Azure Cloud certifications.
  • Familiarity with network monitoring tools (e.g., Wireshark).
  • Basic Linux experience.

Enjoy NiCE-FLEX!

At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID:

8363

Reporting into:

Tech Manager

Role Type:

Individual Contributor

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