Vacancy expired!
The Support Engineer will be part of NICE-Mattersight's Service Operations organization, responsible for operational support of our clients as a member of our Tier III Support Team. The ideal candidate will be self-motivated with a proven record of supporting custom software in a dynamic atmosphere within a managed service setting.
JOB RESPONSIBILITIES- Investigate, troubleshoot, and resolve cases submitted by clients experiencing issues with call recording and analytic software and services
- Investigate, troubleshoot, and resolve incidents generated by monitoring alerts for client systems in a managed service setting
- Respond to and resolve case escalations from the service operations center
- Work with peers to fine tune and enhance monitoring, knowledge base, and service offerings for optimal performance
- Work with the application development team to investigate performance enhancement opportunities and proactive measures to prevent service disruption
- Participate in on-call rotation in support of after-hours escalations
- +5 years of client facing application support experience
- +3 years supporting custom .NET server-based or web-based applications
- Experience supporting applications in a managed service setting
- Experience querying SQL Server databases to analyze and troubleshoot operational data
- Highly motivated individual with a sense of urgency and ownership
- Strong customer service attitude, focused on delivering value to clients
- Ability to calmly seek remediation options in a high availability environment
- Ability to communicate clearly and concisely in both written and verbal delivery
- Strong troubleshooting methodology and problem-solving skills
- Strong organizational and planning skills
- Bachelor's degree in Computer Science or equivalent
- Programming experience with custom applications (C#, PowerShell, C, Java, JavaScript)
- Experience supporting Kubernetes and AWS hosted applications
- Understanding of network technology
- Understanding of call center telephony and routing
- Experience with supporting applications compliant with PCI, NIST, HIPAA/HITECH security standards
- Understanding of ITIL fundamentals or certification
- Experience with ServiceNow or ScienceLogic SL1 tools
Vacancy expired!