Senior Systems Support Analyst

Megajobs US

Company :  Megajobs US
Location :  Australia
Job Type :  Full-time
Job Status :  Permanent

At Nuance, we are hard at work creating a world where technology thinks and acts the way people do. As a leading provider of voice and natural language understanding solutions, we design the most human, natural, and intuitive ways of interacting with technology. We partner with the best and largest companies around the world – including car manufacturers, mobile carriers, banks, hospitals, and airlines – to improve service, make their businesses and products run more smoothly, and create a better experience for their customers. Built into contemporary systems, our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate, reduce complicated processes into simple ones, and, above all, empower people with the ability to seamlessly interact with their connected devices and the digital world around them.

Our solutions make people’s lives easier at home, in the office, and on-the-go, so that they can spend their time on the things that matter most to them.

A Senior System Support Analyst is a Subject Matter Expert (SME) that provides support to the first level support team or direct customer engagement on advanced level support situations that involves complex and escalated technical issues, both remote (phone & email) and onsite. A Senior Systems Support Analyst is responsible of reviewing and facilitating Development Escalations on issues that may require code change from Product Development. This position will contribute in the development of advanced technical skills to Nuance Document Imaging Support organization through training initiatives, mentorship and knowledge sharing initiatives. And a Senior Systems Support Analyst will engage on product deployment, solution stabilization initiatives and onsite support engagement.


+ Act as Sernior/Lead for a newly created and highly visible team

+ Technical advisor to the first level support team

+ Direct customer engagement on complex and/or escalated incidents

+ Review and facilitate technical escalations to Product Development

+ Identifying top support incident drivers and development of key KB articles

+ KB article review and approval

+ Will be called upon to deliver Technical Support training (including travel)

+ Project management and product deployment (including travel)

+ Provide user and administration training to customer (including travel)

+ Onsite support engagement (including travel)

+ Perform other tasks as assigned


Number of Years of Work Experience: 5-7 years experience providing technical support on applications under Windows networking environment.

Required Skills:

+ Solid technical skills and expertise with the ability to provide technical support

+ Exceptional technical consultation skills with a strong solutions orientation

+ Strong and effective English language communication skills: verbal, listening, written and presentation

+ Strong interpersonal skills

+ Exceptional customer service skills with effective follow-through

+ The ability to work effectively at all levels of an organization

+ Strong organizational, planning and time management skills

+ Willingness to own problems and see them to completion

+ Excellent written and verbal communication skills

+ Strong knowledge of Windows Operating Systems

+ Knowledge of Powershell

+ Prior experience with vendor management

Preferred Skills:

+ Technical certifications and advanced working knowledge in Microsoft Operating systems and networking, including remote software deployment and management

+ Experience in Call Center / Help Desk or equivalent technical environments

+ Strong understanding of the Printing Process in Enterprise environments

+ Microsoft SQL experience highly desired

+ Working knowledge of Document Management Systems

+ MCTS/Microsoft Certified Technology Specialist (or MCP equivalent)

+ Self driven individual

+ Mandarin and or Japanese skills highly desired but not required

Education: Bachelor or Associated degree in Computer Science or related discipline required

Nuance Communication Inc. is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: . If you need a reasonable accommodation because of a disability for any part of the employment process, please call – Human Resources Department and let us know the nature of your request and your contact information.


ID: 1-26240

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