Buen Sueldo! Professional Services Engineer (Bogotá)...

OverviewSutherland Bogota, D.C., Capital District, ColombiaProfessional Services EngineerBogota, D.C., Capital District, ColombiaResponsibilitiesSupport direct Customer Support teams, Business Partners and Customers Globally to address the related product issues and resolve high-level issues acting as a Level 2.Maintain quality and on-going internal and external communication throughout your analysis.Provide high level of support and minimize R&D; escalations.Prioritize daily missions / cases and mange 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.Take full ownership on customer problem / cases, monitor for proper and on time feedback.Install NICE product update packs and hot fixes.QualificationsMUST have at least 2 years' of experience in Technical Customer Support serving general customers.Telephony / CTI background (Avaya, Cisco, etc) and advance knowledge on IP phones communicationStrong troubleshooting and problem-solving skillsExcellent communication (Written and Verbal) / interpersonal skillsCustomer support experience, international is advantageBasic understanding of the User permissions, Group Policy, Firewalls for Windows Operating Systems

• ). 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
• : Database structure, administration, and scripting – an advantageNICE Certification - NIM4.1 / Engage ; high technical knowledge in NICE products – an advantage Knowledge on telephony audio and signaling protocols : SS7 / VoIP / SIP - MUSTNetworking experience. (including analyzing IP network traces using networking tools , example Wireshark)All your information will be kept confidential according to EEO guidelines. #J-
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