Tech Lead Technical Support Engineer – WFM Job Vacancy in NICE Pune, Maharashtra – Updated today
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Full Details :
Company Name : NICE
Location : Pune, Maharashtra
Position :
Job Description : About WFM:
NICE IEX Workforce Management system is a single, comprehensive solution capable of driving the performance, effectiveness, and efficiency of your entire enterprise workforce.
Workforce Management improves resource planning streamlines time-consuming tasks and gives you visibility across sites and lines of business enabling your operation to deliver customer-winning service at the lowest possible operating cost.
Responsibilities:
As L2 and L3, Interfacing with various R&D groups, Customer Support teams, Business Partners and Customers Globally to address CSS Recording and Compliance application related product issues and resolve high-level issues.
Maintain quality and on-going internal and external communication throughout your analysis
Implement and install CSS products all over the world (first of a kind installs)
Provide the highest level of support and minimize R&D escalations.
Prioritize daily tasks and manage critical issues and situations.
Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other Advanced Support engineers.
Initiate and performing changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
Involved with and you are the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of the CSS products
Develop training materials to be used by all engineers working with CSS Software, internal and for Business Partners as part of the NPI process.
Education
University education or similar level obtained by work experience in Computer Science.
Technical requirements:
Should have a good Linux/Unix exposure on different flavor of Servers.
Should have good DB expertise, Oracle/MSSQL.
Working knowledge of administrating UNIX, Linux or Windows servers.
Experience of supporting Web based applications
In-depth, hands-on knowledge of and experience with enterprise and desktop applications.
At least 4 years of technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes (Trading environments)
Having knowledge of the following (stated as keywords): Tetra systems, Voice Trading Solutions like IPC, Etrali and BT, Avaya, Cisco, Mitel, would be beneficial.
Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft Office
Experience with Networking and IP/SIP communication analysis
Strong Telephony background would be an extra perk to have.
Good IT skills in troubleshooting and ownership from begin to end.
Other Required Skills:
Excellent verbal and written communication skills
Good communication and presentation skills in English. English is used on a daily basis
Strong troubleshooting and problem-solving skills
Ability to prioritize and execute tasks in a high-pressure environment
Self-motivated and directed, with keen attention to details
Team Player – ability to work well in a team-oriented, collaborative environment
Can handle stressful situations well.
This post is listed Under Software Development
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