Enterprise Support Engineer - Onsite NYC

Nice Ltd.

Hoboken, Northern (NJ, KY)

Hybrid

USD 110,000 - 150,000

Full time

2 days ago

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Job summary

NiCE is seeking a Dedicated Support Engineer (DSE) to deliver proactive and reactive support to large enterprise customers. The role reports to a client office in NYC, with on-site presence required 4 days a week.

You will be the technical liaison ensuring incident resolution, system stability, and governance across customer environments. Responsibilities include incident management, change control, health monitoring, and documentation.

Qualifications

Bachelor's degree in a technology-related field or equivalent experience.
ITIL Foundation and Microsoft certifications required.
Experience with ticketing systems (ServiceNow, Remedy).

Responsibilities

Act as primary contact for incidents and service disruptions.
Perform advanced troubleshooting across NICE, Avaya, Teams.
Lead change and release management, CAB participation.
Monitor system health and provide proactive reports.
Provide audit artifacts and governance reporting.
Collaborate with cross-functional teams including infrastructure, network, Microsoft, and security.
Mentor backup engineers and onboard new team members.
Support migration and upgrade projects and document solutions.
Prepare and present uptime and SLA reports.