**Contract Type**: - Brick and Mortar **Location**: - Bogotá - Bogota **Date Published**: - 12-20-2023 **Job ID**: - REF7712N Company Description: **Job Description**: - Work with various NICE departments (Support and R&D;) and customers around the globe for end-to-end resolution of issues - Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates - Conduct thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations - Participate in knowledge transfer activities as required - Work in accordance with NICE support process, procedures, contractual SLA’s - Document all interactions related to services requests (SRs) in NICE Support System in accordance with SLA - Travel to customer sites when required in order to resolve product issues as well as introduce new products to beta customers and NICE staff Qualifications: - Advanced English Level (B2 or higher) - Minimum 2 years experience supporting large, global, complex enterprise software clients - Bachelor's degree in Computer Science, Software Engineering or similar technical discipline - Minimum 2 years experience working mainly on Server issues - Network troubleshooting skills (working with different tools) - Experience in troubleshooting and resolving database integrity issues, performance issues, blocking and deadlocking issues, replication issues, log shipping issues, connectivity issues, security issues etc - Ability to detect and troubleshoot SQL Server related CPU,memory,I/O, disk space and other resource contention - Strong knowledge of backups, restores, recovery models, database shrink operations, DBCC commands, Clustering, Database mirroring, Replication. - Minimum 2 years’ experience in customer support serving global customers - Must be available to work during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations - Excellent verbal and written communication skills Additional Information: This role works under a Hybrid Model (2 days On-site, 3 days at home) Our facilities are located in Sutherland - Torre Krystal, Bogota.