Technical Support Engineer

Nice Ltd.; Town of Florida, Northern (NY, KY); Hybrid; USD 60,000 - 75,000; Full time

Job summary

NiCE is seeking a Technical Support Engineer for Recording Solutions in Broward County, Florida. You will support large Public Safety software clients, with a strong server/network background and problem-solving skills.

You will join NiCE’s Priority Support team, Monday–Friday in Florida, with on-call rotations roughly every two weeks. Travel to customer sites may be required.

Qualifications

• Bachelor's degree in computer science or software engineering (or similar).
• Experience in IT (network and system) focusing on server issues.
• Network troubleshooting skills with various tools.
• Experience supporting VOIP telephony systems (Avaya or Cisco).
• Experience in customer support serving global customers.
• 1-3 years' experience.

Responsibilities

• Interfacing with large priority customer accounts.
• Collaborate with Support and R&D teams and customers globally for end-to-end issue resolution.
• Maintain high customer satisfaction with frequent updates during resolution.
• Conduct thorough troubleshooting to provide quality client support and minimize escalations.
• Availability during off-hours as per shift rotations (nights and weekends).
• Participate in knowledge transfer activities as required.
• Follow NiCE support processes and SLA.
• Document all interactions in NiCE Support System per SLA.
• Some travel to customer sites may be required.

Skills

English communication

Team player

Multitasking

Fast learner

Customer focus

Education

Bachelor's degree in computer science / Software Engineering

Tools

VOIP systems (Avaya or Cisco)

Networking tools

Server troubleshooting

Job description

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.

Technical Support Engineer – Recording Solutions – Broward County, Florida

Position Description: We are looking for a Technical Support Engineer for our Recording Solutions. Candidates will work supporting large complex Public Safety software clients; have server, network background and excellent problem-solving skills.

As part of NiCE’s Priority Support team for Public Safety you will be working Monday through Friday in Broward County, Florida. Weekly on call shifts will be limited to approximately every 2 weeks per month.

Responsibilities:

• Interfacing with large priority customer accounts
• Work with various NiCE departments (Support and R&D) and customers around the globe for end-to-end resolution of issues
• Maintain high customer satisfaction throughout the entire problem resolution process, through frequent customer updates
• Conduct 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
• Participate in knowledge transfer activities as required
• Work in accordance with NiCE support process, procedures, contractual SLA's
• Document 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

Qualifications / Education:

• Bachelor's degree in computer science / Software Engineering (or similar)
• Experience as IT (Network and system) that worked on Server issues mainly
• Network troubleshooting skills (working with different tools)
• Supporting VOIP telephony systems such as Avaya or Cisco
• Experience in customer support serving global customers.
• 1-3 years' experience

Personal attributes

• 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

About NiCE

NICELtd. (NASDAQ: NICE)software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences,fight financial crimeand ensure public safety.Every day, NiCe software managesmore than120 million customer interactions and monitors3+billion financial transactions.

Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.

NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.