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Position at NICE
NICE P osition Technical Support Engineer - Recording Solutions L ocation : Denver, CO Position Summary You will be the technical contact for various large priority clients and request technical assistance via many channels including, phone, email, and various web contact methods (chat, e-Services). You will quickly get to the root of customer problems by gathering all the necessary technical information then analyzing, troubleshooting, and ultimately resolving customer product concerns. Key Responsibilities:- Work with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
- Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
- Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
- Participate in knowledge transfer activities as required
- Work in accordance with NICE support process, procedures, contractual SLA's
- Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
- Travel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers and NICE staff
- Bachelor's degree in Computer Science , Software Engineering or similar technical discipline
- Minimum 2 years experience supporting large, global, complex enterprise software clients
- Minimum 2 years experience working mainly on Server issues
- Network troubleshooting skills (working with different tools)
- Minimum 2 years supporting VOIP telephony systems such as Avaya or Cisco
- Experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc
- Ability to detect and troubleshoot SQL Server related CPU,memory,I/O, disk space and other resource contention
- Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication.
- Minimum 2 years' experience in customer support serving global customers
- Must be available to work during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
- Must be able to travel up to 20% of the time
- Excellent verbal and written communication skills