Technical Support Engineer

Summary

Join NiCE, a global leader in software solutions, as a Technical Support Engineer for Recording Solutions. You will support large, complex public safety software clients, utilizing your server and network expertise and problem-solving skills. Responsibilities include interfacing with priority customer accounts, collaborating with internal departments and global customers, maintaining high customer satisfaction, and conducting thorough troubleshooting. You will also participate in knowledge transfer, adhere to support processes and SLAs, document interactions, and potentially travel to customer sites. This role offers a hybrid work model (NiCE-FLEX) with 2 days in the office and 3 days remote. NiCE provides a collaborative and fast-paced environment with ample opportunities for growth and development.

Requirements

• Bachelor's degree in Computer Science / Software Engineering (or similar)
• 1-3+ years experience
• Experience as IT (Network and system) that worked on Server issues mainly
• Network troubleshooting skills (working with different tools)
• Experience in SQL database management
• Experience in Azure (104 or higher certification preferred)
• Supporting VOIP telephony systems such as Avaya or Cisco
• Experience in customer support serving global customers
• Excellent English verbal and writing communication skills
• Team player – ability to work well in a close team environment
• Fast learner with ability to educate her/himself on relevant technologies
• Ability to multitask and prioritize work
• Ability to remain focused and calm under pressure
• Ability to travel up to 25%

Responsibilities

• Interfacing with large priority customer accounts
• Working with various NICE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
• Maintaining high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
• Conducting thorough and detailed troubleshooting to provide quality support to the client, and minimize escalations
• Availability during off-hours as per shift rotations as required (nights and weekends) to address critical issues / situations
• Participating in knowledge transfer activities as required
• Working in accordance with NICE support process, procedures, contractual SLA’s
• Documenting all interactions related to services requests (SRs) in NICE Support System in accordance with SLA
• Some travel maybe expected to customer sites when required to resolve product issues

Preferred Qualifications

• Experience with Grafana is a plus
• Experience with ServiceNow is preferred

Benefits

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment!
• As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations
• Enjoy NiCE-FLEX!
• 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