Technical Support Engineer

Location: USA - Remote

Department: VM, Public Safety

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: 

• Bachelors 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