Level 2 Support Engineer (Applications), Technical Support Group** **Key Responsibilities**: - Troubleshoot issues by resolving them with maximum customer satisfaction. - Take full ownership on customer problem/cases, monitor for proper and on time feedback. - Document and track all problems, enquires and events in the CRM system. - Act as a front line T2 technical contact to interact with customers (business partners and direct customers) - Install NICE product update packs and hot fixes. - Analyze issues, solve or escalate to the next support level. **Qualifications**: Qualifications**: - BE or B.Sc. in Computer Science, Electrical Engineering or related technical degree preferred. - Strong troubleshooting and problem solving skills - Excellent communication (Written and Verbal) / interpersonal skills - A strong aptitude for investigation, analysis and problem solving - Team Player - ability to work well in a close team environment - Customer support experience, international is advantage - Flexibility in working hours required (24/7 Environment) including working in shifts **Technical Requirements: (at least 3 of the below are a MUST)** - **Minimum 3 years** technical experience with Windows Platforms and Active directory as a System\Application administrator. - Thorough understanding of the Windows Operating Systems (2003/2008), installation and configuration - particularly how to setup Windows networking, user permissions, Group Policy, Login scripts etc. - Networking experience. (including analyzing IP network traces using networking tools, example Wireshark) - Good Knowledge and experience in MS SQL (2000, 2005, 2008, 2012): Database structure, administration, performance tuning and scripting. - Previous experience as Applications Support Engineer in a large international company - an advantage - Able to understand Webservices configuration and functionality