• First Line Support Engineer Jobs in Pune,India - 25087597

  • NICE

Job Description:

First Line Support Engineer

Support | Pune, India | INDIA

Job Purpose The Application Support Consultants role is to deliver technical support to end users about how to use and administer the NICE Service and Sales Performance Management, Contact Analytics and/or WFM software solutions efficiently and effectively in fulfilling business objectives The Application Support Consultant/T2 is also responsible for the health and well-being of our customers hosted solutions

Key Responsibilities Field incoming problems from end users to resolve application issues in accordance with end user contractual SLAs
Investigate and resolve customers issues through the use of product knowledge, excellent troubleshooting skills and involvement from Services and Engineering/R&D expert resources
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Evaluate documented resolutions and analyse trends for ways to prevent repeated future problems
Prioritise, schedule, and administer all Updates, Upgrades and Major software releases in accordance with the Company Release Policy and contractual terms governing release policy with the customer
Perform hands-on fixes on applications, including installing and upgrading software, database exports, and configuring the systems and applications
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved using standard testing methodologies
Identify and learn appropriate software applications used and supported by the Company
Administer support/system maintenance activities in accordance with instructions provided by the Customer Support Team Leader and Management
Assist and/or provide guidance to junior members of the team
May need to participate in the weekend/On Call support coverage

BSc in Computer Science, Electrical Engineering or related technical degree preferred
Very strong customer service orientation
Ability to absorb new ideas and concepts quickly
Good analytical and problem-solving abilities
Strong written, mathematical, oral, and interpersonal skills
Experience working in a team-oriented, collaborative environment
Ability to effectively prioritise and execute tasks in a high-pressure environment
Ability to present ideas in a business and user-friendly language
Ability to effectively communicate at all levels of Company and Customer hierarchies
Highly self-motivated and directed

Technical Requirements (As many from the below)

Strong knowledge of Linux, Shell scripting, SQL, PL/SQL scripting for the analysis and resolution of customer issues
Experience with building and maintaining databases for query and problem tracking
Demonstrable experience of supporting industry standard database platforms within the IT industry ie Oracle, SQL Server, DB2
Experience of supporting Web based applications
Working knowledge of administrating UNIX, Linux or Windows servers
Working knowledge of Relational Database principles and methodologies
Proven experience with troubleshooting principles
Able to develop and interpret technical documentation for training and end user procedures
In-depth, hands-on knowledge of and experience with enterprise and desktop applications
Extensive product knowledge/or ability to develop trough training and knowledge transfer (Training will be provided)
Good understanding of the NICE goals and objectives
Good understanding or NICE solutions
Working knowledge of software development principles would be advantageous

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Others - other Industry
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 12th May 2020

Key Skills:

These are some of our most popular tutorials

People who search this job also searched for the following Keywords


Salary trends based on over 1 crore profiles

View Salaries

All rights reserved © 2018 Wisdom IT Services India Pvt. Ltd DMCA.com Protection Status