Technical Operations Engineer Role
We're seeking a highly skilled and motivated Technical Operations Engineer to join our team.
This role requires Australian citizenship status. You will be pursuing an NV1 Clearance post onboarding.
You will work in a 24x7x365 rotational roster, including on-call, weekend, and holiday coverage.
Key Responsibilities
* Troubleshoot Cloud Systems and Network platform issues from a server-side perspective.
* Validate and test all NICE CX products and platforms.
* Perform routine health checks to ensure the quickest detection time for service-affecting issues.
* Respond to alarms, alerts, or abnormal behaviors detected through reactive or proactive monitoring.
* Update Wiki/KnowledgeBase resources.
* Collaborate with internal and external teams to troubleshoot escalated issues relating to NICE CX products and platforms.
* Interface with internal product teams to ensure the NOC remains current on new and planned product additions or updates.
Requirements
* Associate degree in Computer Sciences, Information Technology, or equivalent work experience.
* 5+ years of experience working in a technical or support role within telecommunications, data network, or application server environments.
* Demonstrated understanding of network topologies, Windows server-client environments, and telecommunication environments with a focus on SIP.
* Understanding of packet analysis and packet capture utilities.
* Confident and goal-oriented attitude with an ability to set and meet short and long-term objectives.
* Experience creating, utilizing, and maintaining technical documentation.
* Experience working in a Windows server environment as it relates to server and software management tasks.
Desirable Skills
* Experience working with SaaS/cloud-based software environments.
* Experience with VoIP implementation and support, specifically configuration of SIP End points and troubleshooting SIP telephony challenges.
* Experience working with firewalls in general.
* Experience working with BMC.
* Experience working with applications driven by .NET, SQL, and other common Microsoft technologies.
* Experience with troubleshooting and identifying issues within data networks as it relates to SIP and software applications.
* Expertise with VoIP Gateways, SS7 Controllers, and soft switches.
* Comprehensive knowledge of TCP/IP, EIGRP, BGP, OSPF, telecom circuits ranging from DS-0 through OC-12.
* Experience with War Room situation participation and situation management analysis.
* ITIL Foundation certification and experience within an ITIL Organization.