Professional Services Engineer (Bogotá) [Solo Quedan 24h]...

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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