Networking Engineer Infrastructure Engineer

? Create record of the case and performing remediation in accordance with the severity of the case.
- Provide L1/L2 support as required of the technical support for the NICE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed.
- Engage and co-ordinate efforts with suppliers/other representatives as needed.
- Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
- Provide basic application training and support to client's Engineers on the NICE applications as required.
- Document and maintain NICE system specifications (Site Documentation) across all sites.
- Provide and evaluate proactive Health Checks on a daily, weekly, and monthly basis.
- Perform MAC (Move/Add/Change) jobs.
- Assist with NICE projects, installations, and change management as required to support environment and infrastructure.
- Perform NICE system maintenance across all sites as required.
- The PSE is expected to manage customer relationships and expectations, communicate effectively, troubleshoot and resolve technical issues.
- Effectively manage time and maintain regular communication and updates to both customer and management.
- Participate in training classes, or special projects as needed.
- Other roles and responsibilities may be assigned on an as needed basis.
Qualifications
Must have a minimum of 2-3 years of proven experience with the following:
- BS in Computer Science, Electrical Engineering or related technical degree preferred.
- Voice operation experience
- Experience working with voice and data networks in the capacity of design, implementation, or project management.
- Availability to work in 24X7 operational support model with 5 days working including weekend shifts.
- Microsoft operating systems, Networking, MySQL/SQL, Security and VoIP technology
- Troubleshooting and log analysis of Windows operating system is an advantage.
- Knowledge of database, writing/modifying scripts is expected.
- Telephony experience and certifications ?VoIP and CTI
- Telephony Experience with most common PBX, Switch and ACD Vendors - Avaya, Fusion, IPC ?advantage.
- CTI Experience with most common PBX, Switch, ACD and CTI vendors ? Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys ? advantage.
- HP, MCSE, MCP certifications ? advantage.
- Experience of working in medium or large teams. Must be a Team player.
- High customer service orientation.
- Will be the NICE face in front of customers, both verbally and in writing.
- Can express appropriately both verbally and in writing.
- Copes well with conflicts and can resolve them.
- Can learn and adapt to new technology independently and fast.
- Can identify solutions even when not all technical information and data are available.
- Works methodologically and follows the process.
- Ability to work independently with a strong sense of self responsibility and accountability.
- Should be flexible to work round the clock as needed.
- Works well in alignment and coordination with the customer designated team.
- Collaborative and shared knowledge and experience.
- Can adjust well to constantly changing environments.