Senior Technical Support Specialist

8 hours ago

Pune, Maharashtra, India beBeeTechnical Full time ₹ 8,00,000 - ₹ 12,00,000
Job Opportunity

This is a technical support role that involves providing services to clients worldwide. The position requires working directly with client system engineers to support the NiCE infrastructure across their organization globally.

Main Responsibilities:

  • Provide L1/L2/L3 support as required for the NiCE product, utilizing and coordinating efforts with suppliers/other representatives when necessary.
  • Assist client 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.
  • Perform 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 the environment and infrastructure.
  • Perform NiCE system maintenance across all sites as required.

Requirements:

  • A minimum of 4+ years of proven experience with voice and data networks in the capacity of design, implementation, or project management.
  • Microsoft operating systems, networking, SQL, security, and VoIP technology.
  • Telephony experience and certifications TDM, VoIP, and CTI are advantageous.
  • Telephony experience with most common PBX, switch, and ACD vendors Avaya, Nortel, Aspect, Siemens, and Cisco is advantageous.
  • CTI experience with most common PBX, switch, ACD, and CTI vendors Avaya Map-D, DLG, CV-LAN, AES (TSAPI), Nortel Symposium, Aspect Prospect, Portal, Contact Server (CMI), Siemens Call-Bridge, Cisco ICM, Genesys is advantageous.
  • HP, MCSE, MCP certifications are advantageous.
  • Certified on all NiCE Systems solutions is advantageous.

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