Company Description

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 whole-heartedly. 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 analytics-driven back office and customer-facing solutions that support the entire customer life cycle.

Job Description

Sutherland is seeking an analytical and attentive person to join us as Support Engineer who will be responsible for supporting NICE product/platforms remotely. Should be able to draft the plan, outline the checks and deploy and explain it to the customer and related counterparts. The Support Engineer will manage NICE related issues and outages in a timely manner and enhance the client's ability to maintain the NICE system. In addition, the Support Engineer will assist with NICE projects, installations, and change management as required to support the customer’s environment and infrastructure. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

The Support Engineer performs a wide range of duties including some or all the following:

Work directly with client's System Engineers to support the NICE infrastructure across the customer’s organization globally.Create record of the case and performing remediation in accordance with the severity of the case.Provide L1/L2 support as required of the technical support for the NICE product, and utilize, engage and co-ordinate efforts with suppliers/other representatives as needed.Engage and co-ordinate efforts with suppliers/other representatives as needed.Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.Provide basic application training and support to client's Engineers on the NICE applications as required.Document and maintain NICE system specifications (Site Documentation) across all sites.Provide and evaluate 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 environment and infrastructure.The engineer is expected to manage customer relationships and expectations, communicate effectively, troubleshoot and resolve technical issues.Effectively manage time and maintain regular communication and updates to both customer and management.Participate in training classes, or special projects as needed.Other roles and responsibilities may be assigned on an as needed basis.

Qualifications

Must have a minimum of 2-3 years of proven experience with the following:

BS in Computer Science, Electrical Engineering or related technical degree preferred.Fluent English B2 spoken and writtenAvailability to work in 24X7 operational support model with 5 days working including weekend shifts.Troubleshooting and log analysis of Windows operating system/Sql databases is an advantage.Experience of working in medium or large teams. Must be a Team player.High customer service orientation.Ability to work independently with a strong sense of self responsibility and accountability.Should be flexible to work round the clock as needed.Collaborative and shared knowledge and experience.Can adjust well to constantly changing environments.

Additional Information

This Job requires agreeing to a Hybrid Model in our Bogotá Facilities (Cra 7 #156 Torre Krystal)