Enterprise Support Engineer: Proactive Incident & Compliance

NICE; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

NiCE is seeking a Dedicated Support Engineer to join our Technical Support team in New York City. You will deliver proactive and reactive support for large enterprise customers, focusing on incident management, change control, compliance, and governance.

This role reports to the client’s office in NYC (4x per week) and requires collaboration with infrastructure, network, Microsoft, and security teams to resolve incidents and drive continuous improvement.

Qualifications

• Bachelor's degree in a technology-related field or equivalent experience.
• ITIL Foundation (for SRF/support process adherence), Microsoft certifications (MS Teams, Azure Fundamentals/Administrator), Basic Networking (CCNA-level or equivalent).
• Familiarity with CTI integration (Avaya AES, Cisco CTI).
• Ticketing systems (ServiceNow, Remedy, ITSM tools).
• Log analysis (application logs, Windows Event Viewer, SIP traces).
• RCA documentation and preventive action planning.
• Basic SQL queries for DB (Oracle/SQL Server).
• Understanding of DB health monitoring and backup status.
• Windows Server administration (user permissions, patching, IIS), Active Directory integration with NICE, Virtualization platforms (VMware/Hyper-V).
• Microsoft Teams compliance recording enablement & troubleshooting.
• SIP call flows related to recording.

Responsibilities

• Incident & Problem Management: be primary contact for incidents and service disruptions.
• Change & Release Management: plan, test, and implement changes; CAB participation.
• Monitoring & Preventive Maintenance: monitor health, run health checks, share proactive reports.
• General Provisioning & Access: create user IDs, recording profiles, roles.
• Compliance & Audit Support: provide audit artifacts and governance updates.
• Knowledge & Documentation: maintain SOPs and mentor staff.
• Project Support: assist migrations and upgrades; contribute to design docs.
• Reporting & Governance: present uptime, SLA metrics, and KPI trends.

Skills

ITIL Foundation

MS Teams

Azure Fundamentals

CCNA Networking

CTI integration

Ticketing Systems

Log Analysis

SQL Basics

Windows Server Admin

Active Directory

VMware

Hyper-V

SIP Call Flows

MS Teams Compliance

Education

Bachelor's degree in a technology-related field or equivalent experience

Tools

ServiceNow

Remedy

ITSM Tools

Avaya AES

Cisco CTI

SIP Traces

Job description

NiCE is seeking a Dedicated Support Engineer to join our Technical Support team in New York City. You will deliver proactive and reactive support for large enterprise customers, focusing on incident management, change control, compliance, and governance.

This role reports to the client’s office in NYC (4x per week) and requires collaboration with infrastructure, network, Microsoft, and security teams to resolve incidents and drive continuous improvement.