Technical Support Engineer

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. 

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