Senior Services Engineer, GIS

Summary

Join NICE, a global leader in software solutions, as a Senior Services Engineer, GIS. This role focuses on providing expert technical support for the deployment and installation of NICE products, ensuring smooth operations during the initial implementation phase. You will collaborate with Business Partners and internal teams to resolve complex technical issues, analyze logs, and develop action plans. The position requires strong technical expertise in Windows-based environments, networking, troubleshooting, and log analysis. Excellent communication and problem-solving skills are essential. NICE offers a hybrid work model (NICE-FLEX) with flexibility between office and remote work.

Requirements

• 3-5 years of experience in systems engineering or technical delivery and installation
• Proven expertise in installing, configuring, and troubleshooting Windows-based environments
• Experience administering Windows Servers, including local and domain policies, and web servers
• Strong networking knowledge, including OSI network layers and TCP/IP
• Skilled in troubleshooting and log analysis
• Proficient in working with documentation and extracting relevant data
• Excellent communication and problem-solving skills
• Proven ability to work effectively in a team environment
• High orientation towards customer service
• Ability to quickly learn and adapt to new technologies independently
• Capability to work under pressure and handle shift and weekend schedules

Responsibilities

• Serve as a key resource for resolving complex technical issues related to NICE products, utilizing in-depth knowledge of NICE products and associated technologies
• Offer expert support to Business Partners and external installers to facilitate successful product deployments and minimize downtime
• Work closely with Level 3 support and Research & Development teams to address and resolve high-level technical challenges, contributing to effective problem resolution
• Conduct detailed analysis of logs to identify issues and develop actionable plans to address them, improving the efficiency of problem resolution
• Participate in meetings with internal and external stakeholders to provide updates on technical issues and action plans, ensuring clear and concise communication
• Maintain and manage support tickets within the ServiceNow system, tracking issue progress, ensuring timely resolutions, and documenting relevant information

Preferred Qualifications

• Experience with VoIP/Telephony systems
• Basic SQL scripting and SQL Server troubleshooting experience
• Knowledge of NICE Recording and Automation solutions (Engage, NTR, APA) and their integration into customer environments
• AWS and Azure Cloud certifications
• Familiarity with network monitoring tools (e.g., Wireshark)
• Basic Linux experience

Benefits

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week