Senior Professional Services Engineer
NICE Systems
- Pune, Maharashtra
- Permanent
- Full-time
- Field incoming problems from end users to resolve application issues in accordance with end user contractual SLA's.
- 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.
- Priorities, 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.
- 5-10 years' experience in enterprise systems administration and technology and software development experience will be considered in lieu of a degree.
- Strong working knowledge of each of the following:
- Windows Server administration
- IIS 7.0 or higher administration.
- DNS / DHCP, Networking principles & troubleshooting
- SSL certificate administration, SSO/SAML configuration/troubleshooting.
- Understanding of network encryption protocols
- ODBC
- Elasticsearch
- NTFS / UNC security principles
- XML/CSS
- Scripting (PowerShell is preferred, but proficiency in another scripting language is acceptable)
- SQL Server.
- Execellent analytical and troubleshooting skills required
- Solution oriented personality
- Experience deploying enterprise class software that utilizes a varitety of technologies is desirable.
- Flexible working schedule required (working on Shift and weekend on Call)
- Good understanding of the NICE goals and objectives.
- Good understanding or NICE solutions
- Working knowledge of software development principles would be advantageous.
Reporting into: Tech Manager
Role Type: Individual Contributor