Tier 2 Support Engineer
Bogota, Colombia
hace 3 días
source : ticjob

Role : Tier 2 Support Engineer Requirements : College degree with 3-yrs+ experience in technical customer service, preferably in the telecommunications or related industry.

Must possess excellent communication and interpersonal skills and in-depth technical knowledge of all NICE products and / or Dictaphone CRS, Freedom products.

Must be organized and timely and able to remain focused and calm in pressure situations. Exceptional troubleshooting and problem solving skills are required.

English language proficiency : Spanish or Portuguese an asset. Desired Skills and Experience : IT engineers with experience in at least two of the following : Telephony (PBX, CTI, VoIP, SIP) Avaya, Cisco, Nortel) SQL (Installation, Maintenance, security, disaster recovery).

Networking (Switches, Routers, Troubleshooting). High level of English. Full time availability 24 / 7 with two days off a week.

Responsibilities : The primary responsibility of a Tier II engineer is to be the front line technical resource for various clients within NICE Systems.

Our Customers request technical assistance via many channels including; phone, email, and various web contact methods (chat, e-Services).

Tier II engineers must be able to quickly get to the root of customer problems by gathering all the necessary technical information then analyzing, troubleshooting, and ultimately resolving customer product concerns.

In addition to performing duties and responsibilities associated with this position, from time to time the Company may assign you other duties and responsibilities.

As a full-time employee of the Company, you will be expected to devote your full business time and energies to the business and affairs of the Company.

  • Typical Duties : Working trouble tickets by identifying or confirming customer's administrative issues (setting up schedules, loading software) or technical issues (hardware, software, functionality, bugs);
  • Exploring and / or isolating hardware issues with Tier I CSE's. Prioritize criticality of case. Download and interpret log files;
  • research and determine the level of code and which files are affected. Assist Field Service Engineers with 1. Hardware replacements by providing detailed step-by-step instructions to technicians performing the work at the customer's site;
  • 2. Loading systems / re-installing NICE / Dictaphone Freedom products. Recommend service packs & hot fixes then load if needed.

    Manage customer relationships - may require being a dedicated resource for high level customers. Provide "On-Call" after hour's technical support for western hemisphere.

    Laboral conditions : Workplace : Bogotá. Salary : to be agreed according to experience. Indefinite contract This vacancy is disclosed by ticjob.co

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