Support Engineer Tier2
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Support Engineer Tier2

Descripción de la oferta

Typical Duties:

• Working trouble tickets by identifying or confirming customer’s administrative issues (setting up schedules, loading software) or technical issues (hardware, software, functionality, bugs); Exploring and/or isolating hardware issues with Tier I CSE’s. Prioritize criticality of case.
• Download and interpret log files; research and determine the level of code and which files are affected.
• Assist Field Service Engineers with 1. Hardware replacements by providing detailed step-by-step instructions to technicians performing the work at the customer’s site; 2. Loading systems/re-installing NICE/Dictaphone Freedom products.
• Recommend service packs & hot fixes then load if needed.
• Manage customer relationships – may require being a dedicated resource for high level customers.
• Provide “On-Call” after hour’s technical support for western hemisphere.


• Exceptional troubleshooting and problem solving skills are required.
• English B2 fluent conversational
• Thorough experience and understanding of the Windows Operating Systems (95/98/NT/2000) installation and configuration - particularly how to setup windows networking.
• MCSE certification an asset.
• Strong understanding of MS/SQL and Database structure.

IT engineers with experience in at least two of the following:

• Microsoft Server Installation and/or configuration
• SQL (Installation, Maintenance, security, disaster recovery)
• Networking (Switches, Routers, Troubleshooting)
• Telephony (PBX, CTI, VoIP, SIP) Avaya, Cisco, Nortel
• Availability to travel. High level of English. Full time availability 24/7 with two days off a week.




2 años de experiencia

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