Senior Technical Support Engineer

So, what s the role all about

How will you make an impact

1. Troubleshoot issues by resolving them with maximum customer satisfaction.


2. Take full ownership on customer problem/cases, monitor for proper and on time feedback.


3. Document and track all problems, enquires and events in the CRM system.


4. Act as a front line T2 technical contact to interact with customers (business partners and direct customers)


5. Install Nice product update packs and hot fixes.


6. Analyze issues, solve or escalate to the next support level.

Have you got what it takes

1. Atleast 4-7 Years of experience in VOIP / Telephony/ NICE products


2. Networking experience. (including analyzing IP network traces using networking tools , example Wireshark)


3. Experience with Windows Operations Systems (2003, 2008)


4. 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.


5. Familiarity with Platform hardware components such as HDD, Raid, SCSI, DAT72 and DVD.


6. Knowledge of Storage systems: EMC, Tivoli.


7. Telephony/CTI background ( NICE / Avaya / Cisco, etc) and advance knowledge on IP phones communication


8. Experience at system/application implementation at customer sites.


9. Previous experience/certifications with any recording system - an added advantage.


10. Experience and understanding of troubleshooting server performance issues


11. Well represents NICE in front of customers, both verbally and in writing.


12. Can express themselves appropriately both verbally and in writing.


13. Copes well with conflicts and is able to resolve them.

What s in it for you

Enjoy NICE-FLEX!

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