NICE - Actimize Support Engineer

Company Description

We are One Sutherland — a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it whole-heartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.
Sutherland was founded 38 years ago (1986). Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

Job Description

The Actimize Technical Support Engineer performs a wide range of duties including some or all of the following:

• Review and investigate issues raised by client and provide accurate guidance based on current documentation.
• Understand client software configuration and customizations done in the following programming languages: Java, JavaScript, SQL, XML to provide the right support.
• Be able to install, configure and customize solutions by following implementation guides and manuals.
• Reproduce client environment data, configuration and setup in order to investigate possible issues.
• Provides information by collecting, analyzing, and summarizing development and service issues.
• Utilizes software engineering tools such as configuration management systems, build processes, and debuggers in the software development process.
• Collaborates and adds value through participation in peer case reviews, providing comments and suggestions.
• Provides reliable solutions to a variety of problems using sound problem solving techniques.
• Performs technical root cause analysis and outlines corrective action for given problems.
• Work with customer and ownership for issues collaborating with higher tiers for end-to-end resolution
• Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services).
• Working in accordance with NICE support process, procedures, contractual SLA’s
• Documenting all customer interactions in CRM tool in accordance with SLA.
  

Qualifications

Qualifications

• Excellent verbal and written communication skills in English.

• At least 2 year in technical support facing customers and resolving issues.

• Fast learner with ability to educate her/himself on relevant technologies

• 2 years of experience with application development using Object oriented, JAVA,

Windows Forms, SQL.

• Intimate knowledge of the customer’s connected applications.

• Excellent technical and analytical skills.

• Technical development/debugging and diagnosis skills (e.g. coding, scripting, etc.).

• Integration experience with desktop enterprise software applications.

• Excellent organizational skills, ability to set own task lists and timelines.

• Ability to work in a team.

• Demonstrated interest and ability to communicate across technology and business

boundaries.

• Bachelor's degree in computer science (or equivalent).

• Experience in customer support.

• Knowledge with Linux, Microsoft Server.

• Knowledge with SQL Server.

• Knowledge with XML, HTML, PERL.

• Familiarity with servers tuning and solving performance issues plus.