Managed Operational Services Engineer - Remote

Overview

The Managed Operational Services Engineer is responsible for the remote support and maintenance of the NICE platforms at the customer site. The MOS Engineer will manage NICE related issues and outages in a timely manner and enhance the client's ability to maintain the NICE system.

In Short

• Position reports on a day-to-day basis to MOS Manager.
• Knowledge of NICE solutions – Engage/NTR.
• 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 to the severity of the case.
• Provide L1/L2/L3 support as required of the technical support for the NICE product.
• Assist client's Administrators with questions and problems associated with the configuration, administration, and management of users in the NICE system.
• Document and maintain NICE system specifications 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.

Requirements

• Minimum of 4+ years of proven experience with voice and data networks.
• Experience with Microsoft operating systems, Networking, SQL, Security, and VoIP technology.
• Telephony experience and certifications – TDM, VoIP and CTI – advantage.
• Experience with common PBX, Switch and ACD Vendors - Avaya, Nortel, Aspect, Siemens and Cisco – advantage.
• CTI Experience with common PBX, Switch, ACD and CTI vendors – advantage.
• HP, MCSE, MCP certifications – advantage.
• Certified on all NICE Systems solutions – advantage.
• Experience of working in medium or large teams.
• Must be a Team player.

Benefits

• Join an ever-growing, market disrupting, global company.
• Work in a fast-paced, collaborative, and creative environment.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
• Flexible working model with 2 days in the office and 3 days remote.