Dedicated Customer Support Specialist
1 week ago
We are seeking a highly skilled and dedicated Technical Support Engineer to join our global support team. This role will be part of a dynamic team providing cutting-edge solutions for the Public Safety & Justice market.
Key Responsibilities:
- Provide second- and third-line engineering support to our product, ensuring timely resolution of customer issues.
- Provisioning, deploying, patching, and upgrading enterprise software hosted on the Azure cloud, working closely with the development team.
- Collaborate effectively with staff across various business areas, escalating complex issues when necessary.
- Deploy and configure internal systems to replicate customer issues, enabling efficient diagnosis and repair without compromising customer data or operations.
- Participate in a 24/7 out-of-hours call-out rota, demonstrating flexibility and commitment to meeting customer needs.
Requirements:
- The ideal candidate is a rapid learner, self-motivated, and an excellent communicator and problem solver, with a high quality of work.
- A minimum of 2-4 years of relevant technical customer support experience, preferably within a Public Safety environment.
- Prior experience in application, software, or product support roles is desirable.
- Candidates must be eligible to obtain SC clearance and have been a resident in the UK for at least 5 years.
- Working knowledge of Windows server and client technology, including web applications and services.
- Experience with web applications and configuration management.
- Excellent communication skills, including written and spoken English, active listening, questioning techniques, and record-keeping.
Preferred Skills:
- Knowledge of Azure Portal and familiarity with Azure services.
- Experience with scripting languages.
- Basic SQL querying skills.
- Familiarity with Azure Monitor, Elasticsearch, and Kibana.
- Experience configuring application monitoring and dashboards using Grafana and OpsGenie.
- ITIL environment experience.
What We Offer:
NICE provides a dynamic and collaborative work environment where employees can grow professionally and personally. As a valued member of our team, you will benefit from:
- An estimated salary range of £40,000 - £60,000 per annum, depending on experience.
- A hybrid work model with 2 days spent in the office and 3 days remote work per week, allowing for maximum flexibility and work-life balance.
- Ongoing professional development opportunities, empowering you to stay up-to-date with industry trends and best practices.
- A competitive benefits package, including access to employee discounts, wellness programs, and more.
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