Support Engineer

Responsibilities:

• Support direct Customer Support teams, Business Partners and Customers Globally to address Database related product issues and resolve high-level issues.
• Facilitate trouble shooting and resolution of system issues from identification to Root Cause Analysis ("RCA") and remediation
• Develop, coordinate, execute, supervise and train as required scripting for system data quality repair (user association, retention changes, modification of data fields, etc.)
• Produce & Manage an implementation plan
• 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.
• Provide strategic fixes while also providing tactical solutions Advise on addressing system limitations and capacity constraints (memory, hard disk, application distribution, service offload)
• Support the Customer on projects to ensure consistency, quality and timeliness
• Track, raise, update, escalate and communicate Service Requests ("SR") for timely resourcing and resolution

Education

Bachelor's degree in Computer Science / Software Engineering (or similar)

Technical requirements:

• At least 2 years’ experience in Technical Customer Support serving global customers.
• Basic understanding of the User permissions, Group Policy, Firewalls for Windows Operating Systems (2008/2012).
• SNMP protocol and monitoring solutions.
• Technical experience with Web/Enterprise Applications. (IIS, XBAP, etc.)
• Good understanding of SSL Certificates(HTTP/HTTPS).
• Experience in Citrix or any other desktop virtualization technology an advantage.
• Basic understanding of what system vulnerabilities are and their remediation.
• Good knowledge and experience in MS SQL 2008, 2012 :  Database structure, administration and scripting – an advantage
• Experience with Power BI would be an advantage
• Knowledge of NICE NTR/NTR-X would be an advantage