Dedicated Customer Support Specialist

1 week ago


Pune, Maharashtra, India NICE Full time

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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