Technical Service Engineer

Job Title:                   Technical Service Engineer

Division:                    Services

Manager:                  Director of Implementations

Location:                  

Overview:

The Technical Service Engineer is the primary contact for the dispatch interaction with the customer.   The primary job responsibility is to perform NICE hardware and software break/fix at customer sites.  Ownership of the dispatch will include reviewing the issue to understand the cause(s).  Update status of an issue in a timely manner to the management team and NICE. The Technical Service Engineer will provide an estimated date and time the issue with the customer will be addressed and communicate this information to the functions.

Duties & Responsibilities:

• Collaborate with case (SR) owner and other resources to gain a better understanding of the issues.


• Accept cases in line with escalation policies and respond to Customer ASAP , escalating to management as necessary


• Effectively manage time to respond to service calls in a timely fashion.


• Replace hardware components on commercial servers and NICE servers


• Troubleshoot and resolve issues that cannot be solved remotely

• DE must manage the customer relationship and expectations by communicating effectively, and troubleshoot and resolve technical issues.


• Document activities and time on a daily basis.


• Participate in internal and external training classes

Knowledge and Skills

• Excellent verbal and written communication skills 


• Exceptional customer service orientation and abilities especially in high pressure situations


• Excellent follow up and reporting ability


• Willingness to learn new technology and the corresponding upgrades and changes


• Excellent analytical and problem solving skills


• Ability to work independently


• Strong sense of self responsibility and accountability

Education and Experience 

• AS/BS degree in Computer Science or related field

• A+ Certification


• H.P Certification  - Advantage


• Microsoft Certified Professional (MCP) - Advantage


• Must have a minimum of 3 years experience of field service support and providing high-level customer service.


• Experience working directly with clients as a vendor or consultant.


• Hands-on experience configuring and servicing commercial servers including HP/DELL/IBM such as troubleshooting and replacing hard drives, CPU, memory, controller cars, SCSI/SAS devices and cables.


• Must have very strong PC knowledge (2000/XP/Vista/2007) and Microsoft Network knowledge.


• Must have very strong knowledge of MS OS (Windows 2003, 2008)


• Working knowledge of Networking (TCP/IP, hubs, routers, switches, Firewalls).