NICE Looking for Specialist Technical Support Engineer at Pune, Maharashtra

NICE; Pune City; On-site; INR 6,00,000 - 9,00,000; Full time

Job summary

A technology solutions firm in Pune City is looking for a Tier 2 Support Technician to troubleshoot Nexidia deployments. The ideal candidate has over 4 years of experience in supporting enterprise software and excels in SQL Server and Windows server management. Strong communication skills and a BS in Computer Science or equivalent experience are required. This role involves direct customer interaction and resolving complex software issues.

Qualifications

• 4+ years of experience supporting enterprise software applications and system integrations.
• Ability to read and understand program source code.

Responsibilities

• Serve as Tier 2 triage/troubleshooter for deployments.
• Communicate with customers via telephone and e-mail.
• Perform root-cause analysis to resolve issues.

Skills

SQL Server

Windows server

Networking fundamentals

Security and encryption fundamentals

Web technologies

Problem solving skills

Communication skills

Teamwork

Education

BS in Computer Science, Engineering, or Mathematics

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

Under minimal supervision, serve as Tier 2 triage/troubleshooter for Nexidia Hosted and On Premise deployments.

Communicate with customers directly via telephone and e-mail in a professional and diligent manner. Ensure customers are satisfied prior to closing support issues.

Coordinate with team members to manage and contribute to daily team workload.

Performs and documents root-cause analysis as needed to resolve or escalate software and deployment issues.

Work with QA, Professional Services, IT, and Deployment Services to gather and document technical information needed to resolve or escalate product issues.

Contribute to process and troubleshooting documentation in the support knowledge base.

Help foster innovation in tools and processes to make the team more effective and efficient.

Adhere to defined technical support process and offer improvements as necessary.

Understands and adheres to Nexidia compliance standards as they appear in the Employee handbook, Corporate Compliance Policies, Code of Conduct and Conflict of Interest Policy.

KNOWLEDGE, SKILLS, AND ABILITIES

SQL Server (DBA activities, experience with SQL queries, functions, and stored procedures)

Windows server (IIS, Windows security, optimization, and troubleshooting)

Networking fundamentals (TCP/IP, LAN, WAN, VPN routing, Audio codec,)

Security and encryption fundamentals (SSL/TLS, SSH, PGP)

Ability to read and understand program source code.

Web technologies (ASP.NET, XML, XSLT)

Meticulous about documentation and record-keeping

Strong communication skills (verbal, listening, reading and writing skills)

Demonstrated problem solving , troubleshooting and analytical skills

Work successfully in a strong team environment

Basic understanding of Virtualization and AWS concepts.

EDUCATION AND EXPERIENCE

BS in Computer Science, Engineering, or Mathematics; equivalent work experience considered

4+ years of experience supporting enterprise software applications and system integrations