Technical support engineer L1 Advanced English level, Linux, SQL and Networking

Bogotá DC
Permanente
Tiempo completo

Hace 20 días

We are One Sutherland a global team where everyone is working together to create great breakthrough solutions. Our workforce has thrived in an environment of diversity of thought, experience and background. We celebrate our diversity and embrace it wholeheartedly. Sutherland is an equal opportunity employer. We promote a positive work environment by conducting ourselves professionally and helping each other achieve our goal of One Sutherland Team, Playing to Win.Sutherland was founded 38 years ago 1986. Since then, we have become a leading global provider of business process and technology management services offering an integrated portfolio of analyticsdriven back office and customerfacing solutions that support the entire customer life cycle.Job DescriptionYou will be the technical contact for various large priority clients and request technical assistance via many channels including phone, email, and various web contact methods chat, eServices. You will quickly get to the root of customer problems by gathering all the necessary technical information then analyzing, troubleshooting, and ultimately resolving customer product concerns.Adhere to Service Level Agreements
Demonstrate strong case ownership
Drive issues to restoration resolution and provide clear Root Cause Analysis RCA
Conduct thorough and detailed troubleshooting to provide quality support to clients
Manage customer business partner expectations effectively to prevent escalations
Maintain high customer satisfaction throughout the problem resolution process
Work in accordance with NICE support processes, procedures, and contractual SLAs
Work with various NICE departments Support, etc. and customers around the globe for endtoend issue resolution
Participate in knowledge transfer activities as required
Track clear case updates on analysis throughout the lifecycle of a case
Provide clear case descriptions, symptoms and business impact statements etc.
Share knowledge with and mentor coach other engineers
Manage case and customer updates on progress and next steps within SLA
Articulate high level or technical updates to internal external stakeholders
Availability out of hours as required nights weekends to address critical issue
On Call frequency One in 6 weeks currently
On Call Hours Two 12 hour shifts between MTh 8pm 8am ESTQualifications13 years of Experience specifically in Web Applications support or the related skills required can have more time of experience in other fields
Experience in Database Troubleshooting and Tuning MS SQL
Working knowledge of administrating UNIX, Linux Basic Linux commands administration, navigate and troubleshoot AND Windows servers Services, logs, troubleshooting. Must have.
Experience in IT Network and system support working on server issues mainly
Strong troubleshooting and problemsolving skills
Excellent verbal and written communication skills
Ability to provide clear, succinct, and positive communications
Ability to communicate clearly with a technical managerial audience
Ability to manage customer crisis escalations within service level agreements
Ability to learn quickly and educate oneself on relevant technologies and processes
Ability to multitask and prioritize work commitments
Analyze and draw conclusions from log files
Isolate the exact problem component based on the system data flows API commands etc.
Restore critical cases and determine the actual root cause
Clearly document Root Cause Analysis RCA, Resolution and Prevention plan
Use internal and external troubleshooting tools to collect information logs, traces, screen captures etc. to understand the environment to determine the RCA
Basic Networking knowledge of TCPIP, addressing, configuration, port usage, networking protocols preferred
Basic SQL understanding DBA activities, experience with SQL queries, functions, and stored procedures Basic queries. clauses, joins, statements, creating tables, etc. Must have.
Web technologies ASP.NET, XML, XSLT
Security and encryption fundamentals SSLTLS, SSH, PGP, Windows Certificate concepts PKI
English communication skills B2 or higher as it is a customer facing role.

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