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Mid LevelFull-timeAzureGitAI
Salary Range
$102,000 - $138,000 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Technical Support Engineer for our Recording Solutions at NICE. This role involves supporting large complex Public Safety software clients and requires a strong background in server and network issues.
Key Responsibilities
- βInterfacing with large priority customer accounts
- βWorking with various NICE departments and customers globally for end-to-end resolution of issues
- βMaintaining high customer satisfaction throughout the problem resolution process
- βConducting thorough troubleshooting to provide quality support and minimize escalations
- βAvailability during off-hours as per shift rotations to address critical issues
- βParticipating in knowledge transfer activities
- βWorking in accordance with NICE support processes and SLAs
- βDocumenting all interactions related to service requests
- βTravel to customer sites when required to resolve product issues
Requirements
- βBachelor's degree in Computer Science or Software Engineering
- β1-3+ years of experience
- βExperience in IT (Network and system) with focus on server issues
- βNetwork troubleshooting skills with various tools
- βExperience in SQL database management
- βExperience in Azure (104 or higher certification preferred)
- βExperience with Grafana is a plus
- βExperience with ServiceNow is preferred
- βSupporting VOIP telephony systems like Avaya or Cisco
- βExperience in customer support serving global customers
- βExcellent English verbal and writing communication skills
- βTeam player with ability to work in a close team environment
- βFast learner with ability to educate on relevant technologies
- βAbility to multitask and prioritize work
- βAbility to remain focused and calm under pressure
- βAbility to travel up to 25%
