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Technical Support Specialist

1 month ago

Pune, Maharashtra, India NICE Full time

NICE is pushing the boundaries of innovation, and we're looking for a talented Technical Support Engineer to join our global support team.

The role will involve providing state-of-the-art solutions for the Public Safety & Justice market, delivering software as a service for multi-media evidence management and Emergency Contact Centres to a worldwide customer base.

Main Responsibilities:

  • Provide 2nd/3rd line engineering support to the product
  • Provisioning, deploying, patching and upgrading primarily enterprise software hosted on the Azure cloud, working closely with the development team to ensure successful deployment of software packages
  • Work effectively with staff in all areas of the business, escalating when appropriate to management and/or R&D, taking into account technical and commercial relationships with end users, partners and service providers
  • Deploy and configure internal systems to enable replication of customer issues to diagnose and repair without jeopardising customer data or operations
  • Participate in a 24-7 Out of Hours call out rota

Requirements:

  • The ideal candidate is a rapid learner, self-motivated and a good communicator and problem solver
  • 2 - 4 years of relevant technical customer support experience preferred, particularly within a Public Safety environment, understanding what represents good 'customer service' and how to deliver it is essential
  • Previous experience within an application, software or product support role is desirable
  • The candidate will need to be eligible to obtain SC clearance and as such will need to have been a resident in the UK for 5 years
  • Working knowledge of Windows server and client technology, ideally supporting web applications and services
  • Experience with web applications and configuration management
  • Efficient, effective and respectful communication skills both with customers and within internal departments, including excellent written and spoken English, good listening skills, and the ability to use effective questioning to confirm understanding of a customer problem and provide help to solve it

What We Offer:

  • Join a dynamic and innovative company where you can grow and develop your skills
  • A competitive salary and benefits package
  • The opportunity to work on exciting and challenging projects
  • A collaborative and supportive team environment

Requisition ID: 5154
Reporting into: Director
Role Type: Individual Contributor