Senior Services Engineer, Managed Services

How will you make an impact

• Position reports on a day-to-day basis to MOS Manager.
• Knowledge of NICE solutions - Engage / NTR
• Work directly with clients System Engineers to support the NICE infrastructure across the customer s organization globally.
• Create record of the case and performing remediation in accordance to the severity of the case.
• Provide L1 / L2 / L3 support as required of the technical support for the NICE product, and utilize, engage and co-ordinate efforts with suppliers / other representatives as needed.
• Assist clients Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
• 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 MOS Engineer is expected to manage the customer relationship and expectations, communicate effectively, and 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.

Have you got what it takes

Skills Required

Cisco, VoIP Technology, Switch, Sql, Voice Data Networking