Designated Support Engineer

DSE Engineer Job Description

DSE – Dedicated Support Engineer

Location - Melbourne , Australia

Responsibilities Responsibilities

The DSE is responsible for support and maintenance of the NICE platforms at the customer site. The DSE Engineer will manage NICE related issues and outages in a timely manner and enhance the client's ability to maintain the NICE system.  In addition, the DSE Engineer will assist with NICE projects, installations, and change management as required to support the customer’s environment and infrastructure

Roles and Responsibilities:

• 
  Position reports on a day-to-day basis to DSE Manager.
  • Knowledge of NICE solutions
  • Work directly with client's 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 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 client's 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 DSE 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.​

Requirements Requirements

• Should be able to collaborate with WFM R&D, Customer Success teams, Business Partners and Global Customer to address Workforce Management On-Prem & Cloud application related product issues.
• Maintain quality internal and external communication throughout your analysis
• Provide the highest level expertise and support to minimize R&D escalations.
• Prioritize daily tasks, manage critical issues and ensure detailed and well-articulated RCAs to our customers.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other support engineers.
• Initiate and perform changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
• Involved as the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of WFM application for both On Prem as well as Cloud

Technical Requirements

• Should have an expert level Linux/Unix exposure on different flavor of Servers.
• Should have good DB knowledge, Oracle/MSSQL.
• Working knowledge of administrating UNIX, Linux or Windows servers.
• Experience of supporting Web based applications
• In-depth, hands-on knowledge of and experience with enterprise applications both on premise and cloud deployment
• Significant technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes (Trading environments)
• Having knowledge of the following (stated as keywords): Tetra systems, Voice Trading Solutions like IPC, Etrali and BT, Avaya, Cisco, Mitel, would be beneficial.
• Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft Office
• Experience with Networking and IP/SIP communication analysis
• Strong Telephony background would be an extra perk to have.
• Good at troubleshooting and who can take the accountability

Customer Communication

• 
  High customer service orientation.
  • Well represents NICE in front of customers, both verbally and in writing.
  • Can express themselves appropriately both verbally and in writing.
  • Copes well with conflicts and is able to resolve them.

Technology related skills

• 
  Is able to learn and adapt a new technology independently and fast.
  • Can identify solutions even when not all technical information and data are available.
  • Works methodologically and follows the process.

Work Style

• 
  Ability to work independently & Strong sense of self responsibility and accountability.
• Should be flexible to work round the clock as needed.
• Works well in alignment and coordination with the customer designated team.
  • Collaborative and shares knowledge and experience.
  • Can adjust well to constantly changing environments.