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Systems Support Engineer

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  • IT
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Job Details

A Systems Support Engineer is responsible for providing exceptional technical support to Nuance Partners, Distributors and Resellers for complex server based software solutions, which provide technical support to advanced IT organizations within Global Corporations. Technical Support is delivered remotely, through both phone and email. This position is responsible for managing complex issues, collection of required data, replication of reported issues and delivering software updates.ResponsibilitiesRespond to incoming telephone calls and emails to resolve customer issues using our incident management system.Engage in advanced troubleshooting to assess and correct configuration issues, verify network connectivity or software defects.Use best practices to define deployment strategies for Nuance solutions within client environments.Enable various product and system logs in order to conduct diagnostic tests and obtain additional information.Conduct tests and troubleshoot hardware issues and process required returns, exchanges and parts requests.Configure VM systems in Nuance lab and replicate reported issuesIdentify when an issue requires escalation to the next level and follow proper procedures to effectively escalate to help expedite resolution for customers.Effectively track and log, clear and concise case notes into the incident management system.QualificationsNumber or Years of Work Experience3-5 years experience providing technical support on client-server based software solutions under Windows networking environment.Required SkillsSolid technical skills and expertise with the ability to provide technical supportExceptional technical consultation skills with a strong solutions orientationStrong and effective English language communication skills verbal, listening, written and presentationStrong interpersonal skillsExceptional customer service skills with effective follow-throughThe ability to work effectively at all levels of an organizationStrong organizational, planning and time management skillsWillingness to own problems and see them to completionExcellent written and verbal communication skillsStrong knowledge of Windows Operating SystemsPrior experience with vendor managementWillingness to work off hours shifts, including nights and weekendsPreferred SkillsTechnical certifications and advanced working knowledge in Microsoft Operating Systems and networking, including remote software deployment and managementExperience in Call Center / Help Desk or equivalent technical environmentsKnowledge of Development Methodologies and Programming LanguagesKnowledge of Windows Server Operating Systems, including Active DirectoryKnowledge of Microsoft SQL Server and SQLStrong understanding of the Printing Process in Enterprise environmentsWorking knowledge of Document Management SystemsMCTS/Microsoft Certified Technology Specialist (or MCP equivalent)Self-driven individualEducation Bachelor or Associated degree in Computer Science or related discipline requiredBe a team player and collaborate with internal and external support partners and stakeholders.Effectively use and contribute to reference documentation. Develop support documents, FAQ's and Knowledge base articles in order to share troubleshooting information to team members, partners and customers.
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 3-5


Application Programming | Database Administration (DBA) | Network Administration | Software Engineer
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