Company Description

Sutherland is seeking an attentive person to join the Actimize Technical Support team at NICE System.

Job Description

The Actimize Technical Support Engineer performs a wide range of duties including some or all of the following:

· Review and investigate issues raised by client and provide accurate guidance based on current documentation.

· Understand client software configuration and customizations done in the following programming languages: Java, JavaScript, SQL, XML to provide the right support.

· Be able to install, configure and customize solutions by following implementation guides and manuals.

· Reproduce client environment data, configuration and setup in order to investigate possible issues.

· Provides information by collecting, analyzing, and summarizing development and service issues.

· Utilizes software engineering tools such as configuration management systems, build processes, and debuggers in the software development process.

· Collaborates and adds value through participation in peer case reviews, providing comments and suggestions.

· Provides reliable solutions to a variety of problems using sound problem solving techniques.

· Performs technical root cause analysis and outlines corrective action for given problems.

· Work with customer and ownership for issues collaborating with higher tiers for end-to-end resolution

· Assist with Customers request assistance via many channels including, phone, email, and various web contact methods (chat, e-Services).

· Working in accordance with NICE support process, procedures, contractual SLA’s

· Documenting all customer interactions in CRM tool in accordance with SLA.

Qualifications

• Excellent verbal and written communication skills in English.

• 2 years of experience with application development using Object oriented, JAVA,

Windows Forms, SQL.

• At least 2 year in technical support facing customers and resolving issues.

• Technical development/debugging and diagnosis skills (e.g. coding, scripting, etc.).

• Fast learner with ability to educate her/himself on relevant technologies

• Intimate knowledge of the customer’s connected applications.

• Excellent technical and analytical skills.

• Integration experience with desktop enterprise software applications.

• Excellent organizational skills, ability to set own task lists and timelines.

• Ability to work in a team.

• Demonstrated interest and ability to communicate across technology and business

boundaries.

• Bachelor's degree in computer science (or equivalent).

• Experience in customer support.

• Knowledge with Linux, Microsoft Server.

• Knowledge with SQL Server.

• Knowledge with XML, HTML, PERL.

• Familiarity with servers tuning and solving performance issues plus.