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Job Profile
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Candidate must have an University Degree/ 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/ MS SQL.
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 3 +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
Job Responsibilities:
As L2 Interfacing with various RD 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 RD 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.
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Company Profile
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NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions.
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