Verint Systems, Inc. Field Support Engineer in Boston, Massachusetts

Field Support Engineer

Location US-Remote-Northeast

Job ID 11814

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Overview of Job Function:

Verint Systems Inc. has an immediate Field Support Engineer opening available in the New York City, NY (US-Remote-NYC) area.

The role of the Field Support Engineer is to install, upgrade, troubleshoot and service our proprietary hardware/software. Further, to insure that our customers receive remote and onsite support, resolve all outstanding service issues within our committed response times and to escalate any issues as necessary through Verint Management or as outlined in the Escalation Process.

Principal Duties and Essential Responsibilities:

  • Provide high quality support to customers on our unique communication products.

  • Conduct training for short periods of time to a group of users and ability to active instruct and guide customer remotely and onsite.

  • Perform delivery activities of site acceptance and continue supporting the client following the completion of the site integration.

  • Maintain a high level of product knowledge, write technical documents, user manuals and training presentations

  • Technical Assistance by email, phone & CRM Service Requests

  • Utilization of automatic testing programs

  • Provide Reports on Service matters

  • Take ownership of issue/site to ensure that equipment is repaired/installed and operating properly with minimum disruption to the customer.

  • Travel to customer sites as necessary to perform tasks as assigned by Management.

  • Maintain customer relationships, always keeping in mind that the customer is our first priority. Escalate problems that are unable to be resolved promptly using accepted Verint procedures and follow through to closure.

  • Contact end users and keep the customer apprised of progress and problem status according to current procedures.

  • Alert the Manager of any customer complaints or potential customer dissatisfaction.

  • Advice the Service or Installation Supervisor of any resources required in order to complete assigned tasks.

  • Perform other duties as assigned Minimum Requirements:

  • Must have an BSc degree in Computer Technology, or the equivalent

  • Three years of customer/field service experience supporting in a Networking or Telecom or Cellular environment supporting Cellular, LAN/WAN, Network Security and Windows

  • Must have strong mobile and networking knowledge and troubleshooting background along with the ability to install and configure software in order to service and install our proprietary hardware/software.

  • Must have knowledge of Windows administration and troubleshooting, Server and PC HW repair in order to troubleshoot and resolve service issues.

  • Strong organizational, project management and analytical skills necessary with the demonstrated ability to drive projects and solutions to completion.

  • Ability to manage multiple tasks with shifting priorities and time frames.

  • A professional demeanor, assertive, self-reliant and the ability to interact positively with customers is necessary.

  • Local travel to customer sites in the NY area is required on a daily basis. In addition, there may be remote travel up to 15% of the time, including some emergency travel.

  • Ability to pass a background screening process including, but not limited to, employment verifications, criminal search and security clearance Preferred Requirements (is a Plus):

  • Communication:

  • GSM , CDMA & LTE knowledge

  • Familiar with IPv4 and IPv6 protocols, ISP networks architecture.

  • Cisco certifications and/or knowledge of VOIP and packet data transmission

  • Configuration and troubleshooting of CISCO equipment: Routers, SW hubs

  • Telephony protocols -VOIP

  • HW O\S:

  • PC & Servers – Administration tools

  • Raid technology – configuration and maintenance

  • VMware – basic installation and setup

  • Database – Understanding Schema & SQL query language

  • Experience in the following fields: pre-sale, post-sale, conducting technical training

As an equal opportunity employer, Verint Systems Inc. prides itself in providing employees with a work environment in which all individuals are treated with respect and dignity. This means we are committed to providing equal opportunity to all qualified employees and applicants for employment without regard to one’s race, color, religion, national origin, age, gender, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation, Veteran status or any other classification protected by applicable federal, state or local laws. This policy applies to all terms and conditions of employment including but not limited to hiring, placement, promotion, compensation, training, leave of absence or termination.